Catherine Ross Mendoza

CATHERINE ROSS C. MENDOZA Virtual Assistant/Freelancer Mobile: - Email:-Skype: cassie_mendoza WORK HISTORY: HuCor Solutions April 2019 – October 2019 Quality Assurance Supervisor/Manager • Monitors agents’ responses. • Forwards escalatations to corporate office. • Rolls out updates from corporate. • Trains new agents. • Informs clients of progress of escalations. • Plots schedules for agents. • Answers agents’ questions and update FAQ database. • Plots schedules for other managers. RPM Humboldt August 2018 – April 2019 Virtual Assistant • Processes applications of potential tenants. • Replies to customers’ queries via email. • Adds rental listings from website to tracker. • Transfers data from paper to digital forms. Botonics June 2017 – present Client Coordinator • Replies to clients’ queries via email, chat and phone. • Manages calendar for different specialists and doctors. • Makes updates on the company websites. • Provides specialists and doctors availability to clients/potential clients. • Adds clients to CRM software within the same day of the potential client’s inquiry to ensure communication. • Turns leads to potential clients. AN ClientCare Inc (E-commerce) August 2016 – June 2017 Customer Service Representative (Email Support) • Replies to customers’ queries regarding orders made online. • Provides gift cards when necessary. • Requests reshipments when needed. • Checks and tracks customers’ order. • Provides additional information as deemed necessary. • Contacts vendors regarding orders that are lost, incorrect item sent to customer or orders that need to be prioritized. • Promotes products to advertisers and influencers. GE Money Servicing Philippines, Inc. June 2010 to June 2013 Customer Service Representative • Provides information for customers regarding their credit card accounts. • Responsible for giving correct referral for customers’ concern outside of our scope of work. • Responsible for proper documentation of the customers’ account history. kgb_ Philippines (Sta. Rosa, Laguna) April 2006 to March 2009 Customer Experience Monitor (Quality Specialist) • Checks and monitors grammar, spelling and accuracy of SMS sent by the agents. • Provides coaching and feedback to agents. • Performs other duties deemed necessary by management. Informatics (Los Baños, Laguna) April 2007 – May 2007 Instructor • Provides training in basic call center call center courses. • Gives constructive criticisms to trainees to improve on accent and basic Customer Service Skills. • Provides exams, tests and exercises to review and check the progress of each trainee. Customer Contact Center (Eastwood, Libis, Quezon City) September 2005- November 2005 Quality Analyst • Listens and monitors the calls and make sure that it complies with the client’s requirements. • Cascades updates and clarifications to the client to the agents. • Coaches agents to improve the quality of their calls. • Gathers data to come up with a report as a feedback to clients. Customer Contact Center (Eastwood, Libis, Quezon City) June 2004 – September 2005 Customer Support/ Sales Associate • Provides technical support in troubleshooting, operation and hook-up of the customers’ products. • Responsible in giving correct referral for customers’ concern outside of our scope of work. • Responsible in creating files needed in tracking down customers’ history regarding their products. • Provides product presentation and assists customers in the inquiries concerning the products. • Responsible in promoting parts and accessories available in packages and discounted prices, encourages customers to buy, thus, generating more sales for the project. ADDITIONAL INFORMATION I have experience using different software programs: Zendesk, Webmail, Hubstaff, Infusionsoft, Skype, Slack, Glip (RingCentral), Appfolio, Wordpress and Shopify. EDUCATION: College: High School: University of the Philippines, Los Baños Veterinary Medicine Mariano Marcos State University (1995 - 1999)