ELLEN PEÑA
CUSTOMER SERVICE ASSISTANT
EXECUTIVE PROFILE
With a strong commitment to delivering topnotch administrative support, I come with
extensive experience as a virtual customer
service assistant. My main aim is to go above
and beyond in meeting customer needs,
especially in fast-paced virtual settings. I take
great pride in building strong rapport with
clients and ensuring their satisfaction through
efficient issue resolution. Ultimately, I strive to
contribute to the business's growth and
success by nurturing positive and fruitful
relationships with customers.
WORK EXPERIENCE
Reservations Agent
Truly Experiences | United Kingdom
I handle daily ticket management through Zendesk, ensuring smooth coordination with various
establishments such as restaurants, hotels, and service providers to confirm reservations
securely. Additionally, I manage all incoming calls for the reservations department, promptly
addressing inquiries while maintaining a professional atmosphere. I strictly adhere to
communication protocols, guidelines, and organizational policies to uphold operational
standards. Furthermore, I assist in processing orders, refunds, or exchanges as required,
contributing to achieving the team's sales targets.
Customer Care Professional
SKILLS
Microsoft Word, Excel, Powerpoint,
Outlook, SAP, Quickbooks, Zendesk &
Magento
Excellent Communication Skills
Sales and Customer Support
Strong Work Ethic
Great Attention to Detail
Love for Continuous Learning
Freelancing Course
November 2020
Filipino Virtual Assistance
Amazon Course
October 2021
Filipino Virtual Assistance
I excel in client management and customer service, with a primary focus on driving sales,
profitability, and business growth for Sam's Tours products and services. I handle various
reservation channels, including email, phone, live chat, and in-person interactions,
facilitating bookings for tours, hotel stays, and dive packages for both local and incoming
guests. Using a relationship-centered approach, I actively promote and secure reservations
from existing and potential customers. Throughout guests' visits, I provide informed
assistance and guidance, ensuring a seamless experience. I prioritize transparent and
concise communication, diligently documenting all details discussed and purchases made.
Additionally, I address customer concerns and resolve reservation-related issues with
professionalism and efficiency.
Phone: -
Email:-Address: Sta. Ana Manila, Philippines
2012 - 2014
Mediascape Inc. l Taguig, Philippines
I efficiently manage document routing and approval processes across departments and
support teams. This involves close collaboration with support teams to ensure timely
tracking and follow-up on outstanding items, including document approvals, feedback, and
reports. Additionally, I compile and distribute meeting minutes for team meetings, ensuring
all members stay informed. I also handle the distribution of office communications, Sales
Standard Operating Procedures (SOPs), and similar documents, facilitating smooth
operations and clear communication throughout the organization.
Logistics Staff
CONTACT
2014 - 2020
Sam’s Tours | Palau
Administrative Assistant
TRAININGS
2021 - 2023
1997 - 2006
Intel Technology, Philippines l Philippines
I oversee the tracking of inbound and outbound shipments, along with processing necessary
documents like commercial invoices using SAP. I expedite shipments and send pre-alerts via
email to designated forwarders and recipients. My main responsibility involves coordinating
with contracted forwarders, domestically and internationally, to ensure timely collection of
shipments based on communication from internal clients like Purchasing, Product Planners,
and Industrial Engineers. This coordination is primarily conducted through electronic
correspondence, and for urgent shipments, via telephone calls, ensuring smooth and
efficient logistics operations.
