Work Experience
_______________________________
Freelance Virtual Assistant
(Global, Remote)
April 2020 - Present
* Boss Divas Academy - USA (Part-Time)
November 2022 - Present
Roles: Customer Service and Administrative Support
Responsibilities:
- Monitor and moderate webinar live chat
- Respond to emails, SMS, and Social Media comments and
messages
- Respond and regulate Facebook group requests, comments, and
posts
- Customer and lead data management
* Spring Media Marketing Agency - USA (Part-Time)
September 2021 - Present
Roles: Administrative Assistant and Lead Generation
Responsibilities:
- Support prospecting efforts in building a pipeline of leads to
meet business plans, quotas and company objectives
- Research and mine for leads lists
- Qualify, verify, and validate leads
- Develop a strong knowledge of the company’s products and
services in order to facilitate the sales process
- Email and inbox management
- Transcription of recorded meetings or audio recordings
- Create SOPs and manuals in support of the agency’s efforts in
scaling up
- Manage/organize calendar bookings
- Provide accurate and timely information updates to management
* Modern Garden Inc. - USA (Full-Time)
April 2020 - August 2021 (1 Yr & 4 Mos.)
Roles: Customer Service, Administrative Support, and
Fulfillment Coordinator
Carla Banzon
Global Customer/Client
Support And Virtual Assistant
★ Customer-Focused Professional
With 15+ Years Of Experience
Providing Expert Care In A
Fast-Paced Retail And Consumer
Industry.
★ 2 Years Of Experience In Account
Management.
★ 2+ Years Of Experience In
Ecommerce And Virtual
Assistance.
★ Well Trained In Conflict Resolution,
Client Communications, And
Account Security.
★ Passionate In Building Client And
Customer Loyalty By Leveraging
Interpersonal Skills And Offering
Top Customer Service.
Current Address:
Noiseau 94880 France (Resident)
Home Address:
Cebu City, Philippines 6000
Active Mobile Numbers:
(- - France
(- - PH
Email:-Skype Id: Carlaisis_1
Linkedin Profile:
Https://Www.Linkedin.Com/In/Carla-B
anzon/
Responsibilities:
- Support shopify operations (order fulfillment, shipment,
inventory, listings)
- Vendor/supplier research, communications and purchasing
- Monitor vendor deliveries and shipments
- Light email and inbox management
Education:
Bachelor’s Degree In Business
Administration
University Of San Carlos
Cebu City, PH
Graduated - March 2005
- Collaborate with the on-shore warehouse team to fulfill and ship
out orders and to keep inventory accurate
- Develop a strong knowledge of the company’s products and
services in order to facilitate the sales process and support
customers
- Email and chat customer support
- Create on-demand files i.e. google docs, sheets, & slides such as:
training manuals, reports, presentations, etc.
- Updating, maintaining, and organizing of online files
Proficient With The
Following Tools & Systems:
●
Slack, Outlook, Gmail
●
Crms: Salesforce, Gorgias,
Front, Reamaze, Intercom,
Simpletexting And Other
Corporate and BPO Experience
______________________________
Comdata France
Paris, France
Corporate-Owned Crms
●
Zoom
May 2022 - August 2022
Nissan UK - Customer Service Agent
●
Shopify
●
Other Shopify Apps :
Responsibilities:
Shipstation, Shippo,
- Manage incoming and outgoing calls, professional email and
Lifetimely, Skulabs
chat
- Handle general information requests: basic questions regarding
Webinars: Webinarjam,
●
Loom (Screen Recording)
- Update relevant databases, and customer records
●
Google Suite (Gmail,
_______________________________
Realpage, Inc. - USA
Cebu City, PH
●
dealerships location, cars, options, warranty, etc.
Sheets, Docs, Slides, Drive)
- Handle simple complaints up to a certain level of complexity
May 2018 - Dec 2019 (1 Yr & 7 Mos.)
Word, Powerpoint
●
Responsibilities:
- Develop and nurture relationships with assigned B2B client
●
Pipedrive
●
Task Management:
Monday.Com, Trello
accounts
- Collaborate with clients at all levels from property managers and
accounting team members to corporate level contacts such as
business owners to ensure our clients’ holistic financial health
- Develop strategies based on the client's needs to ensure our
client’s long-term success
Marketing: Mailshake,
Instantly.Ai
Financial Account Manager
Sept 2019 - Dec 2019
Microsoft Office: Excel,
●
Calendly
- Facilitate and manage funding requests, utility bills payment,
utility accounts maintenance and reconnections
- Act as client advocate to internal teams and ensured appropriate
Languages:
responsiveness to client questions and concerns
Account Management Coordinator
●
English
●
Filipino
May 2018 - Aug 2019
Responsibilities:
- develop and nurture relationships with assigned client accounts
- responsible for client satisfaction by maximizing performance at
each assigned community
- resolve property managers and owners concerns and requests
References:
1.
Arik Ahluwalia
2.
Shantell @bossdivas
- obtain necessary data in a timely manner for on-time and
accurate resident billing
- resolve community and resident issues if they arise
-
- communicate with property managers and owners to help resolve
their utility billing concerns via email and phone call
_______________________________
[24]7.Ai Phils.
Cebu City, Ph
Aug 2015 – April 2018 (2 Yrs & 8 Mos)
Live Chat Billing And Customer Support For AT&T, USA
Nov 2017 – April 2018
Responsibilities:
- Live chat support (respond to billing inquiries and complaints)
- Billing and payments support
*Well-trained in billing and account security policies and in
handling multiple chat windows with minimal handling time
Tier 2 Technical Support For TimeWarner Cable, USA
Aug 2015 – Oct 2017
Responsibilities:
- Phone support - diagnose and troubleshoot any type of internet
and wi-fi connectivity issues
- Setting up technician visit appointments
- Process bill payments
- Provide solutions for improving overall customer experience
which also includes offering upgrades on their service
subscriptions
- Ensure customer satisfaction through fast and idealistic
resolutions
-
3.
Juan Valdez
juanvaldez235@gmail.com
_______________________________
Concentrix Phils. (Formerly Convergys)
Cebu City, Ph
Nov 2009 – Jul 2015
Customer Service And Technical Support For Comcast, USA
Responsibilities:
- Phone support - assist and guide customers through in setting up
and activating their “Self-install Kit” for their internet, phone and
cable TV services
- Resolve basic connectivity and networking issues
- Assist in basic troubleshooting
- Provide alternative resolutions to failed activation such as truck
rolls and technician appointments
- Provide floor support by assisting new team members in their
transition from training to operations by keeping them aligned
with the processes, account communications, and best practices
_______________________________
Stream Global Solutions
Cebu City, Ph
Mar 2005 - Oct 2009 (4 Yrs & 7 Mos.)
Customer Care & Account Retention Management For
Vonage, USA
Responsibilities:
- Phone support: manage or minimize cancellations of customer
accounts by providing save offers and solutions to maximize
retention
- Provide customer support in modifying their accounts i.e.
changes in rate plans and account information, providing refunds
or credits & also in processing payments
