Divina Gracia Mamita

Divina Gracia Mamita Virtual Assistant As a professional and highly dynamic Virtual Assistant with 8+ years of experience providing exceptional administrative and clerical support to clients, I multitask and prioritize tasks to achieve the best outcomes. I thrive in an environment of organization, clear communication, and proactive problem-solving. I bring a combination of technical skills, experience managing multiple projects simultaneously, and highly developed communication skills. Through my experiences in various client-facing roles, I have honed my ability to understand client needs and deliver consistently above expectations. Contact Phone - Email - Address I am proficient in email management, scheduling, and handling customer inquiries. I am skilled in various software programs such as Microsoft Office Suite, Calendly, Slack, and many more, and I am familiar with various email marketing and project management tools. I recognize the importance of confidentiality and treat all client information with the utmost sensitivity and respect. I can quickly adapt to changing projects, and client needs through clear communication, proactive problem-solving techniques, and my ability to remain organized under pressure. As a seasoned virtual assistant, I pride myself on delivering quality work and a top-notch customer experience to ensure client satisfaction and cultivate long-term partnerships. Block 30 Lot 14 El Pueblo Del Rio Subdivision Santa Maria, Bulacan 3022 Philippines Experience Education 2001 - 2004 Manila Central University Completed 2nd Year College in AB Psychology Key Skills Proficient in Microsoft Office suite as well as cloud-based systems (Google Drive, Dropbox, OneDrive, etc.) Proficient in CRM systems Ability to handle confidential or sensitive information Strong written and verbal communication skills Ability to work independently or with a team Possesses great interpersonal skills Outstanding customer service and phone skills Excels at time management and multitasking Exceptionally efficient, well organized and disciplined Proficient problem solver, including technical difficulties and computer issues Skilled at taking the initiative Adapt to constantly changing environments and priorities Meet deadlines and coordinate multiple projects with ease Identify and attend to all details Data Entry Lead Generation Internet / Web Research Social Media Management Making travel arrangements Appointment Setting Intelifi Virtual Assistant (Collections) Sep 2022 - May 2023 I manage the collection of outstanding bills from clients and customers I am responsible for creating invoices manually I do data entry task I am responsible for sending email reminders to customers, clearly outlining payment expectations and consequences for non-payment I am also responsible for manually applying for payments from customers using Quickbooks, Emerge, and authorize.net I'm reaching out to customers via email to update their payment method and contact information I monitor and track overdue accounts and identify delinquent customers I provide weekly updates and reports on collection activities, including progress, challenges, and potential risks GovSpend Virtual Assistant (Customer Success) Dec 2017 - Jan 2023 I handle government agencies to help them publish requests for quotes below their RFP threshold I facilitate purchasing needs from government agencies and help them find vendors who’d like to participate in their bids. I assist companies and agencies in properly setting up and managing their GovSpend accounts I assist agencies in publishing their bids or requests for quotes I am responsible for identifying companies that match agency requests and assist them in responding or submitting their quotes/responses through the Govspend platform I reach out to non-GovSpend companies and government agencies to introduce them to the GovSpend platform, and how it works, and motivate them to join the platform. Tools/Apps Familiarity Microsoft Office Google Drive LinkedIn Canva Quickbooks Calendly Zoho Vonage Ring Central Close.io Salesforce Salesloft Hubstaff Zendesk Zoom Crisp Slack Emerge Authorize.net Outlook Google Meet UberConference Intuit Practice Management Citrix Dropbox Corvee Upscope Trainings Attended Amazon VA FBA Online Arbitrage Crash Course on Product Research Amazon Arbitrage for Online Sellers and Virtual Assistants Program Social Media Marketing Advanced Korean Language U.S Accounting 101 with Microsoft Excel Bookkeeping Workshop Reference Available upon request Aragon CPA Virtual Assistant (File Sorter / Organizer) Apr 2022 - Sep 2022 I am responsible for analyzing files and documents to determine their appropriate categories and tags I am also responsible for organizing digital files and documents systematically and efficiently, ensuring easy retrieval and accessibility, it involves creating folders, subfolders, and naming conventions to categorize files based on their content, date, or other relevant criteria I am responsible for classifying files based on their purpose, content, or relevance to specific projects or departments I establish consistent and logical naming conventions for files to facilitate easy search and identification I always make sure that file names are clear and descriptive, and follow any specific guidelines I regularly review files and documents to identify outdated or redundant materials I am responsible for assisting in converting or formatting files into different file types or formats as required I regularly backup files to a secured storage systems and develop strategies for data recovery if necessary I am responsible for managing tasks and deadlines associated with file organization projects, prioritizing work based on urgency, importance, or specific requirements Social27 Virtual Assistant (Chat / Email Support) Oct 2021 - Dec 2021 I am responsible for Interacting with customers via chat and email to address their inquiries, concerns, or issues by providing accurate and helpful information I am also responsible for analyzing customer complaints or feedback to identify the root cause of the problem and find appropriate solutions. I am in charge of managing multiple chat or email conversations simultaneously Unity Communications Virtual Assistant (B2B Lead Generation Specialist) Aug 2017 – Dec 2017 I worked with RealtyZapp for prospecting and qualifying leads I am responsible for research to identify the target audience that the company wants to reach I do cold calling, email marketing, social media outreach content marketing, advertising, and networking. I assess the quality of leads based on defined criteria and qualify them as potential sales opportunities. I build and maintain relationships with leads by providing relevant and valuable information about our company I do follow up with leads at different stages of the sales funnel to address their questions, overcome objections and guide them toward a purchase decision Keeping track of lead information, interactions, and progress using the company’s CRM Q Auto Transport (Home Based) Sales Representative Jan 2017 – Jul 2017 I do cold Calling (Outbound) new leads provided following state law I am responsible for dialing leads in a timely manner and also taking inbound calls and providing customer assistance with their transport questions and queries. I am also responsible for contacting previously called leads to check if they are ready to book and to maintain communication even after sales. I deliver prepared sales talks that describe products or services, to persuade potential customers to purchase our product or service Contacting businesses or private individuals by telephone to solicit sales for goods or services Calling customers who requested assistance and convincing them to do business with us. Creating a price quote for customers who requested an estimate or who would like to know how much their transport would cost. ACADSOC (Home Based) ESL Teacher / Online Tutor (Part-Time) Aug 2016 – Mar 2017 I deliver the best teaching method to the students according to the lesson provided in each class. I make sure that all topics are tackled during the class and that students understand the lesson by following the instructions given by the company. In a timely manner, I finished the company's provided training I am conducting activities and lessons based on ESL teaching methodologies I encourage and engage students to speak in English I motivate students and use humor to induce a pleasant learning environment I am maximizing students' talk time through oral tests and presentations Eco Transport Virtual Assistant (Appointment Setter) May 2015 - Dec 2016 Calling CDL Truck Drivers if they are interested in working as an owner-operator I am responsible for interviewing candidates and evaluating their skills I am also responsible for identifying qualified candidates through various recruiting and sourcing tools. I perform reference checks and verify experiences. I'm in charge of booking travel arrangements for drivers to go to our office in Salt Lake City UT once they get accepted. JP Morgan Chase & Co. (CHASE Bank) Fraud Recovery Specialist Sep 2014 - Apr 2015 I am responsible for Investigating and reviewing cases related to Fraud for Recovery Opportunities I do manage reducing fraud losses by processing Disputes/Chargebacks following Visa, MasterCard, and Bank Rules and Regulations I assess the validity of fraud claims by reviewing all pertinent information to the case and analyzing customer transaction patterns or history. I am responsible for establishing contact with card members, and merchants including third parties for challenge or re-bill opportunities. I check Reconciles and Balances Accounts to ensure proper adjustments are made in the General Ledger BA Continuum Phils. (BANK OF AMERICA) Customer Service Feb 2014 - Jun 2014 I am in charge of receiving calls from customers inquiring about their Checking and Savings accounts I am responsible for offering solutions to customers with specific issues with their accounts I assist customers with their online banking accounts I always make sure all account maintenance and priority customer requests are processed within specified time frames I am responsible for demonstrating flexibility to meet business area needs regarding consumers' concerns about their credit card accounts. I must complete daily tasks and maintain customer accounts in line with customer and stakeholder service level agreements. VXI Global Holdings Sep 2007 - Dec 2013 Retention Specialist (Jul 2011 - Dec 2013) I provide accurate information about promotions and customer programs, helping drive high customer retention. I retained existing clients and developed new accounts by extending high-quality and efficient support/service. I analyze customer usage patterns, suggest additional features or upgrades, and provide recommendations to maximize customer value and revenue Customer Service (Apr 2008 - Jun 2011) I am responsible for handling billing inquiries related to payments, refunds, and billing errors I am also responsible for explaining complex billing concepts in simple terms and providing accurate information about charges, payment options, billing cycles, etc. I investigate billing discrepancies and make adjustments as necessary I am also responsible for following up with customers who are past due on payments or have outstanding balances Inbound Sales Representative (Sep 2007 - Mar 2008) I am responsible for answering customer’s inquiries such as discussing how Vonage works, and payment options and discussing the terms and conditions verbatim. I am taking inbound calls from customers who are interested in signing up for the service, processing orders, and verifying orders I am responsible for checking the status of the orders through UPS I also check the phone number’s portability, if the customer wants to keep his number by using the Vonage service Intellisite Corporation Sales Associates Apr 2006 - Jun 2007 Making outbound calls and following up with potential customers I am responsible for renewing customer's mobile contracts through tailor-fit solutions based on discovered information under the Telecom Canada campaign I established excellent sales ability and strong interpersonal skills by exceeding required sales goals while ensuring sales integrity. Meeting daily, weekly, and monthly sales targets and quotas Recording sales and customer information in our CRM system