Bryan Joromat

BRYAN JOROMAT EXPERIENCE VIRTUAL ASSISTANT WORK FROM HOME CLIENTS (WFM HOME BASED) SHOPIFY PLATFORM JULY 2014 – JUNE 2021 CUSTOMER SERVICE / ORDER SPECIALIST           Handling inbound/outbound phone calls, emails, and chats from online customers for any issues & other concerns like tracking deliveries, installation, inventory, and pricing and provide 100% customer satisfaction and all customers Understand the customer order methods, frequency and ordering system to achieve error free data View or maintain master data regarding the customer, point of delivery, lead times, ordering windows, delivery windows and product portfolio (listing or exclusions) Understand system alerts indicating order, delivery or billing/ credit control issues surrounding the order Take corrective actions to resolve issues impacting order flow from system capture to delivery receipt Have visibility of stock level and order timing issues affecting the demand of the customer Coordinate with Demand Planning and communicate to Sales and Customer any impact from supply availability issues Manage orders for customer event or promotional activities based on instruction from Sales team Optimize orders where Logistical efficiency is required such as attainment of logistics trade terms, picking, pallet or vehicle requirements, and route/ load planning Work with Sales, Warehouse, Transport and POD teams to resolve issues at the point of delivery, return of stocks and pricing/ credit related queries from Customers DATA / PRODUCT ENTRY    Operate a data entry terminal or computer to transcribe and/or verify a wide variety of source data, material documents, records and information for entry into a database Performs administrative tasks for frontline or backend operations which may include responding to customer inquiries and data encoding May be tasked to provide weekly reports pertinent to tasks assigned ADMINISTRATIVE SUPPORT (TEAM LEADER)   Monitors the performance of each team member against specified account/program metrics, and provides the necessary support and assistance in order for metrics to be improved on, attained, or exceeded. Regularly performs tasks related to team management (i.e. coaching and mentoring, performance feedback-giving), as well as data reporting on the team’s performance. Performs administrative duties for the team (i.e. payroll templates)  Motivates agents to perform at their maximum capacity in order to fulfill professional growth targets, enhance the productivity of the account, and the overall profitability of the company. 24/7 CUSTOMER PH JULY 2013 – JULY 2014 Customer Relationship Marketing Representative      Deliver voice of the customer feedback to the client to improve overall service Participate in focus group discussions, meetings, ongoing training and related to improving overall customer satisfaction To deliver customer satisfaction and problem resolution to the client's customers for a particular account or program Resolve customers’ needs, concerns, and problems Proper call escalation, call transfer, and redirection of customer concerns ENFRA SOLUTION INC. OCTOBER 2010 – JANUARY 2012 Customer Service Coordinator    Data entry for Information from vendor such as order updates like issues and shipping details Taking and sending information to client regarding order information Send daily tracker to client to monitors updated and closed orders TELUS INTERNATIONAL PH OCTOBER 2009 – JANAURY 2010 Customer Interaction Associate     Responsible for inbound calls for any inquiries and orders (DELL) and assist any inquiry regarding Dell products. Data entry for Information from vendor such as order updates like issues and shipping details Taking and sending information to client regarding order information Send daily tracker to client to monitors updated and closed orders BRANDERS.COM MARCH 2005 – MAY 2009 Senior Account Manager     Provides assistance by resolving customer inquiries to achieve customer satisfaction and substantially contribute to the company’s sales volume goals. Analyzing the customer’s needs by suggesting alternate products as a replacement for out-ofstock items. Provides initiative in delivering administrative assistance to the team. Recommend improvements to existing methods and systems to increase the accuracy, efficiency and responsiveness of the customer service department as a whole. Exhibits strong ownership and accountability in the mailbox and all tasks assigned. Strong attention to details and adhere on all updates/changes in process. Demonstrate initiatives to                handle and complete projects. Attracts potential customers by answering product and service inquiries. Act as a primary customer resource for calls and emails to fulfill client’s requests for information. Administers and maintains customer records by updating account information. Ensures 100% customer satisfaction to contribute to the company’s goals. Provide resolution of standard issues within the defined SLA. Clarifying the customer’s complaint, determining the cause of the problem and provides prompt resolution to customer inquiries by providing appropriate and accurate information. Assists customer in placing and issuing a CS ticket. Analyzes transactions, adjusts errors, creates timely return authorizations & ensures correct resolution. Expediting corrections or adjustments by conducting basic research and following up to ensure resolution. Provides timely and accurate information to incoming customer order status and product knowledge requests. Recommends potential and alternate products or services, order changes & claims by collecting customer information and analyzing customer needs. Provides timely feedback to the company regarding service failures or customer concerns. Partners with the sales team to meet and exceed customer service expectations. Uses sound judgement in decision making to achieve daily goals and to know when to escalate issues to the supervisor. Provide proper documentation on the order or claims handled. Prevent customer returns by ensuring accuracy of solutions provided. WORKSPACE SET UP