D E S I R E E
A T I E N Z A
VIRTUAL ASSISTANT
ABOUT ME
I worked as a customer service
representative for more than 9 years and
as an agent coach for 1 year in the call
center industry. I recently attended one of
the best online Virtual Assistant Academy
in the Philippines to learn more and hone
my skills. I am responsible, dedicated,
resourceful, flexible and transparent. I
take deadlines seriously. I give my best
effort in all that I do. I make sure that I
maximize my resources before asking. I
accept changes in a positive manner. I
appreciate
both
commendation
and
constructive feedback.
EDUCATION
LEJIT ONLINE VIRTUAL ASSISTANCE ACADEMY
2020 - General Virtual Assistant Course
ST. JUDE COLLEGE
2003 - 2007 | Bachelor of Science in Nursing
EXPERIENCE
-
Accept inbound calls and process
customers' orders
Upload customers' faxes, do outbound
calls if necessary, process customers'
orders and send them an email
Guide the trainees in finding answer to
questions raised by their customers
Discuss product updates during meetings
Coach the trainees on how to get a high
scorecard
Attend quality call calibration session
Monitor and evaluate the performance of
the trainees
Create and update the excel files
regarding trainee performance
SKILLS
Email Management
Calendar Management
Social Media Management
Canva Graphic Design
WordPress Management
Admin Support
Customer Service
CONTACT
--
ALTEC BUSINESS SOLUTIONS INC.
CUSTOMER SERVICE
REPRESENTATIVE / COACH
-
HGS GLOBAL SOLUTIONS
FINANCIAL PROCESS EXECUTIVE
assist customers with billing inquiries, fee
reversals and cross-selling of products
and services
-
CONVERGYS
CUSTOMER SERVICE
REPRESENTATIVE
assist customers with billing inquiries,
credit adjustments, cross-selling of
products and services, and basic
troubleshooting for Australian
telecommunication account
2011
JPMORGAN CHASE
RISK OPERATIONS SPECIALIST
review debit card transactions and
block card if fraud is detected
call customers to confirm validity of
debit card transactions
2010
HSBC DATA PROCESSING PHILIPPINES
FINANCIAL PROCESS EXECUTIVE
assist customers with billing inquiries, fee
reversals and cross-selling of products and
services
-
CONVERGYS
CUSTOMER SERVICE REPRESENTATIVE
assist customers with billing inquiries, credit
adjustments, cross-selling of products and
services and basic troubleshooting for US
telecommunication and cable accounts