Catherine Abad

PERSONAL CONTACT INFORMATION Catherine Abad Bacoor, Cavite- EXECUTIVE SUMMARY Result-oriented customer experience agent and team manager with 4 years of experience in providing customer service skills in account and technical field. Awarded as “Top 2 Supervisor” for the whole site; leaded 4 top agents for their successful performances. Equipped with a record of success in the technical field by processing remote troubleshooting and account maintenance. Goal-oriented Virtual Sales Assistant in the promotional industry and 6 months of being a General Virtual Professional in Real Estate Rental and Selling Homes. EDUCATIONAL BACKGROUND Bachelor of Science in Business Administration major in Marketing Management Eulogio Amang Rodriguez Institute of Science and Technology 2019 – 2023 Magna Cum Laude CERTIFICATIONS AND LICENSES NCIII Bookkeeping Passer Philippine TVET Competency Assessment and Certification System. October 2018 – 2023 The Joy of Public Service Excellence Award Office of the Vice Mayor Joy Belmonte 2019 RELEVANT WORKING EXPERIENCES Remote Rental Home Leasing Support Specialist MOD September 2024 – March 2025 ●​ ●​ ●​ ●​ ●​ ●​ ●​ ●​ ●​ ●​ ●​ Respond to leasing inquiries via email, phone, and online chat. Assist prospective tenants with rental applications, lease agreements, and required documentation. Ensure Proper Follow up is being performed to assistant in the Leasing of Homes Gather Feedback from Prospects concerning the Touring of Homes Maintain accurate records of leasing activities and tenant interactions. Schedule virtual tours and coordinate property showings with on-site leasing agents. Support the resolution of prospect concerns and escalate issues as needed. Ensure compliance with fair housing laws and company policies. Collaborating with Market Coordinators to help lease Featured Homes Collaborate with property managers teams for tenant requests. Promotional Sales Assistant/Production Coordinator Delegate CX PH Inc. – Virtual Assistant/Data Entry Specialist, Pampanga August 2024 – September 2024 ●​ ●​ ●​ ●​ ●​ ●​ Assisted Create proposals and product presentations. Check inventory and order samples. Coordinate the production of orders. Communicate with suppliers about orders. Enter orders to meet client specifications. Perform other promo-related tasks.​ Team Manager Customer Experience Alorica Teleservices Inc. – T-Mobile Telco, Quezon City Sep 2020 – August 2024 ●​ Developed coaching sessions​ and strategies to ensure agents​ and​ teams’ performance. ●​ Prepared meetings and huddles by following weekly huddle guides. ●​ Provide real-time assistance to agents to ensure good performance or KPI’s. ●​ Took escalated calls and determined the needs of customers over the phone. ●​ Determined​ the​ right​ remote​ troubleshooting​ procedures​ and​ account management or changes to meet customer satisfaction. Customer Service Representative Teleperformance – Airline Ticketing Account, Pasig City March 2018 – July 2018 ●​ Assisted customers on how to book flights using the website. ●​ Determine the right fit flight packages by asking probing questions. ●​ Collected payments from customers for airline tickets and hotel reservations. ●​ Processed name changes, itinerary check and refund if applicable. SKILLS AND SOFTWARE EXPERIENCE Skills: ●​ Good team player ●​ Great time management skills, including multitasking, prioritization and goal setting. ●​ Excellent communication skills, including speaking, writing and active listening. ●​ Ensures accuracy and attention to detail ●​ Strong typing and data entry skills. ●​ Email and calendar management proficiency. ●​ Ability to troubleshoot basic technical issues related to remote work. Software Experiences: ●​ Promotional Databases (SAGE, ESP Web, CommonSKU) ●​ Citrix ●​ Helpscout ●​ Slack / Monday.com / Asana ●​ CRM Salesforce Hubspot ●​ Microsoft Suite ●​ Google Suite ●​ Propertyware ●​ Showmojo ●​ Canva, Capcut