Dony

EXPERIENCE VIRTUAL PROJECT MANAGER/CUSTOMER SERVICE MANAGER/HR AND RECRUITMENT MANAGER VARIOUS CLIENTS JULY 2018 - PRESENT DONY BUACO VIRTUAL ASSISTANT CONTACT--SKYPE: MSDONY82 BORN ON APRIL 21, 1982 MANILA, PHILIPPINES 1930 receives various tasks or projects from different clients reviews and assigns tasks to appropriate virtual assistants carries out training, facilitation, and monitoring of accepted client's tasks and/or projects between clients and assigned virtual assistants develops processes and workflows on new accounts monitors day to day operations among working Virtual Assistants performs marketing activities to promote the business's virtual assisting services manages Social Media accounts prepares and executes Social Media Calendar contents measures, analyzes and reports performance metrics to active clients performs monthly virtual assistant performance evaluation to tackle issues, room for improvement and training needs CONTRACT ADMINISTRATOR | COMPANY EXECUTIVE ASSISTANT FITCOVER JULY 2021 - PRESENT Executive Assistant to the CEO manages emails of the CEO manages the calendar and meetings schedules of the CEO keeps an organized and updated record of company documentations prepares employee contracts and facilitates onboarding process processes virtual assistants salary performs ad hoc tasks prepares various company reports as needed supports administrative needs of the CEO's start up brands and businesses liaises among team leads and members to coordinate and communicate transactions and activities assists in recruitment processes prepares and records weekly meeting agenda OPERATIONS MANAGER FITCOVER JUNE 2020 - JULY 2021 DONY BUACO develops and updates Operations Department Manual and SOPS manages and controls warehouses inventory in Australia and United States directly transacts and coordinates with warehouses team leads to closely monitor stock related concerns like aging inventory, damage stocks, low to critical stock counts etc. coordinates logistics related complaints from Customer Experience team to the warehouse in charge prepares and updates inventory reports daily and keeps marketing department updated of the current stock counts prepares the Closing Stock Count report at the end of every month for the Finance team oversee and serves as a back up support to the supply chain and procurement officer prepares purchase orders to keep an appropriate and healthy supply of inventory approves procurement costs at an authorized budget develops processes, workflows and policies for the Operations Department coordinates and assists in procurement, delivery and launch of newly developed products reports directly to the company's CEO VIRTUAL ASSISTANT CUSTOMER SERVICE AND HR MANAGER/MANUAL DEVELOPMENT MANAGER CONTACT--SKYPE: MSDONY82 BORN ON APRIL 21, 1982 MANILA, PHILIPPINES 1930 FITCOVER DECEMBER 2018 - JUNE 2020 develops and updates Customer Service Manuals and SOPs develops and updates the Human Resource Management Manual and other relevant SOPs for the HR Department prepares Customer Service weekly reports to show the CS Team's performance, as well as individual CS reps' attends to the fortnightly company meeting develops processes, workflows and policies for the Customer Service Department reports directly to the company's COO monitors Customer Service Emails and CS' engagement to the company's Social Media Accounts PERSONAL ASSISTANT HANDLIN PIANO JULY 2018 -DECEMBER 2018 reports and meets daily with the business owner to touch base and make follow up and have time for reminders and important updates schedules appointments, putting on the calendar and facilitates follow up reminders and important updates responds to customers' inquiries via email, text, and call carries out requested researches carries out simple bookkeeping in the process of partnering with the client in putting up a small service provider business in the Philippines helps build social media presence starting with a Facebook page BIDDING MANAGER/OPERATIONS MANAGER NATIONWIDE PROPERTY REPAIR SERVICES AUGUST 2018 - DECEMBER 2018 responsible for overseeing the day to day business operations responsible for overseeing the day to day operation in the Intake Department, Operator Technician Department and Bidding Department responds to staff's questions, concerns and feedback prepares invoices of completed repair work orders monitors, documents and reports paid invoices prepares, monitors, documents and reports weekly technicians pay-out reports to the Regional Manager CUSTOMER SERVICE MANAGER/QA SPECIALIST DONY BUACO VIRTUAL ASSISTANT CONTACT--SKYPE: MSDONY82 BORN ON APRIL 21, 1982 MANILA, PHILIPPINES 1930 TNM MANAGEMENT LLC | JAN 2015 - JUN 2018 initiated developing the customer service department's customer service manual and other necessary activity logs established, implemented and documented processes, workflows and policies for the customer service's operations initiated developing the Quality Assurance Manual for the Customer Service Department initiated, established and implemented the rules, standards that the customer service representatives should adhere to developed performance indicators and evaluation metrics to measure customer service representatives performance prepared daily, weekly and monthly QA reports for the individual representatives and for the team's performance assigned as Team Lead from 6pm to 9pm EST to watch over customer service representatives escalated, reported known issues as observed during the day to day customer service operation managed and responded to chargeback cases in credit card transactions and Paypal Disputes attended company and team meetings which usually ran from 10am to 12noon EST responded to customer service tickets via chat, phone and email CUSTOMER SERVICE MANAGER/QA SPECIALIST GUITAR CONTROL LLC | AUG 2008 - SEPT 2014 assisted in inventory and fulfillment related duties developed and kept up-to-date customer service manual and different activity logs to be used by CSRs as they handle customer/order issues sent daily activity/work report to the owner of the business responded and attended customers' concerns via chat, phone and email responded to chargeback, Paypal disputes/cases and BBB cases assisted in handing affiliates accounts and services assisted the business owner with miscellaneous tasks like research, data entry and transcription VIRTUAL ASSISTANT EBIO SERVICES LLC | AUG 2004 - AUG 2008 carried out various tasks from different assigned clients in different time zones (mostly EST, PST and MST) carried out the following tasks: customer service representative (email, chat, phone) research, technical, creative, essay writing, blog managing, personal assistant (flight booking, managing clients calendar, and email accounts), talent scout, bookkeeping, data entry, Merchant Accounts Management (chargeback, paypal disputes, refunds), transcription EDUCATION AND LICENSES LICENSED PROFESSIONAL SECONDARY TEACHER MAJOR IN JUNIOR MATHEMATICS DONY BUACO TEACHERS CERTIFICATE PROGRAM NAGA COLLEGE FOUNDATION AUGUST 2012 - FEBRUARY 2013 BACHELOR OF SCIENCE IN CIVIL ENGINEERING BICOL UNIVERSITY COLLEGE OF ENGINEERING JUNE 1999 - MARCH 2004 VIRTUAL ASSISTANT HIGH SCHOOL CONTACT--SKYPE: MSDONY82 BORN ON APRIL 21, 1982 MANILA, PHILIPPINES 1930 AQUINAS UNIVERSITY SCIENCE ORIENTED HIGH SCHOOL JUNE 1995 - MARCH 1999 SKILLS Customer Service Transcription Technical Writing Research Data Entry Data Mining Invoicing Social Media Management Operations & Inventory Quality Assurance Documentation/Organizational skills Teaching Scheduling Appointment setting Chargeback/Dispute Management HR Management SOFTWARE/APPLICATIONS SHOPIFY LIVEAGENT SHIPWIRE EFULFILLMENT WOO COMMERCE GOOGLE DOCS GOOGLE SPREADSHEETS GOOGLE VOICE SKYPE GORGIAS SHAREPOINT CANVA BASECAMP WORDPRESS BLOGGER TRELLO SLACK HARVEST TIMECAMP FRONTAPP ASANA ZENDESK QUICKBASE BITRIX24 CLICKUP RINGCENTRAL SKYPE TELEGRAM XERO TEXTLINE AUTHORIZE