Carla Ursula Banzon

Work Experience ⚜️ Freelance Remote Work Experience _______________________________ Virtual Assistant (Global, Remote) April 2020 - Present * Spring Media Marketing Agency - USA (Part-Time) September 2021 - Present Roles: Executive 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 - 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 * Boss Divas Academy - USA (Part-Time) November 2022 - September 2023 (10 Mos.) 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 E-commerce Support ★ 2+ Years Of Experience in Executive 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. Roles: Customer Service and Administrative Support Current Address: Noiseau 94880 France (Resident) Responsibilities: Home Address: Cebu City, Philippines 6000 - Email management Active Mobile Numbers: (- - PH - 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 Email:-Skype Id: Carlaisis_1 Linkedin Profile: Https://Www.Linkedin.Com/In/Carla-B anzon/ * Modern Garden Inc. - USA (Full-Time) Education: April 2020 - August 2021 (1 Yr & 4 Mos.) Roles: Customer Service, Administrative Support, and Fulfillment Coordinator Bachelor’s Degree In Business Administration University Of San Carlos Cebu City, PH Graduated - March 2005 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 - Collaborate with the on-shore warehouse team to fulfill and ship Proficient With The Following Tools & Systems: ● Gmail 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 Simpletexting and other - Email and chat customer support corporate-owned CRMs - Create on-demand files i.e. google docs, sheets, & slides such as: - Updating, maintaining, and organizing of online files ⚜️ ● ● ● Nissan UK - Customer Service Agent - Manage incoming and outgoing calls, professional email and Notion ● Webinars: Webinarjam, Zoom chat - Handle general information requests: basic questions regarding Task Management: Monday.Com, Trello, May 2022 - April 2023 Responsibilities: Marketing: Mailshake, Instantly.Ai, Pipedrive Paris, France (11 mos.) Microsoft Office: Excel, Word, Powerpoint Corporate and BPO Experience Comdata France Google Suite: (Gmail, Sheets, Docs, Slides, Drive) ● ______________________________ CRMs: Salesforce, Gorgias, Front, Reamaze, Intercom, customers training manuals, reports, presentations, etc. Comms: Slack, Outlook, ● Shopify ● Loom (Screen Recording) - Handle simple complaints up to a certain level of complexity ● Calendly _______________________________ Realpage, Inc. (USA) ● Other Shopify Apps : dealerships location, cars, options, warranty, etc. - Update relevant databases, and customer records Cebu City, PH (1 Yr & 7 Mos.) Financial Account Manager Sept 2019 - Dec 2019 Shipstation, Shippo, Lifetimely, Skulabs Responsibilities: - Develop and nurture relationships with assigned B2B client accounts Languages: - Collaborate with clients at all levels from property managers and accounting team members to corporate level contacts such as ● English ● Filipino 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 - Facilitate and manage funding requests, utility bills payment, utility accounts maintenance and reconnections - Act as client advocate to internal teams and ensured appropriate responsiveness to client questions and concerns References: 1. Arik Ahluwalia CEO - Spring Media Inc.- Account Management Coordinator May 2018 - Aug 2019 Responsibilities: 2. - develop and nurture relationships with assigned client accounts - resolve property managers and owners concerns and requests - 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 (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 CEO - @Bossdivas - - responsible for client satisfaction by maximizing performance at each assigned community Shantell 3. Juan Valdez CEO - Omni Media juanvaldez235@gmail.​com - 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 _______________________________ 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