Deanne Marie Agustin

DEANNE MARIE C. AGUSTIN- •-• Philippines SUMMARY Motivated, reliable, and goal-oriented individual with experience in admin support, client communication and customer service, currently exploring opportunities in a Virtual Assistant role. Leveraging my background in providing excellent customer service, client communications, handling inbound and outbound calls and assisting in administrative tasks as needed to nurture and build strong and lasting client and customer relationships. Dedicated to continuous learning and growth, I aspire to excel in this field and contribute positively to organizational success. WORK EXPERIENCE Business Analyst Unify Dots • March 2022 - March 2025 Participate in all phases of the Microsoft Dynamics 365 for Supply Chain ERP (“D365”) project life cycle including analysis, design, build, test, train, cutover, operations, and support. Participate in client workshops to define business requirements required for them to successfully implement the business solution. Capture these requirements in Business Scenario Documents. Documents/ Functional Requirements Documents / User Stories per the requirements of the project. Write design documents for any customizations and reports. Ensure the design documents capture boundary conditions and include comprehensive test scenarios. Prepare training documents. Conduct and facilitate training sessions and product demonstrations for clients, subject matter experts, and end-users. Provided administrative support including maintaining and updating documents, scheduling and coordinating meetings, ensuring client data is up to date. Customer Service Representative Sitel (August 2019- July 2020) | Sutherland (June 2021- April 2022) Received inbound and conducted outbound calls to support and manage customer inquiries, requests, and address concerns. Used customer service and critical thinking skills to resolve customer’s issues and ease their concerns. Maintained acceptable call lengths while remaining friendly, informative, and helpful. Demonstrated knowledge and use of departmental resources, policies, and procedures. Troubleshoot common issues with a product or service. Successfully achieved and surpassed all Key Performance Indicators (KPIs) and metrics set for the role. SKILLS Administrative project support, including task tracking, scheduling, and maintaining documentation Client support by assisting with follow-ups, user coordination, and issue tracking and resolution Functional consulting, including assisting with system implementation, user support, and aligning business needs with technical solutions Call handling, email management, and professional client communication Business requirements gathering, documentation, and assisting with design document preparation Client workshop coordination, including planning, live demos, and post-session follow-ups Adaptability in learning and using various software tools to support administrative and projectrelated tasks Detail-oriented and dependable in supporting daily office operations and team collaboration EDUCATION Bachelor of Science in Computer Science Tarlac State University •- REFERENCES Available upon request.