Ever Marcelo

EVER E. MARCELO I’m a reliable, tech-savvy individual with a natural curiosity about the world. Passionate about reading and staying updated on the latest technology trends, I believe that knowledge empowers me to make a positive impact, one person at a time. PERSONAL SUMMARY I am an avid reader with a keen interest in the latest technology trends, which I believe are essential for navigating today’s rapidly evolving digital landscape. I find that reading not only broadens my mind but also serves as valuable mental exercise, allowing me to stay informed and adaptable. SKILLS Data Entry Customer Service Support 1st & 3rd Party Collections Basic Technical Support Email Support Cold Calling/ Appointment Setting Amazon Account Management General Product Research With over a decade of experience in the customer service industry, I genuinely enjoy engaging with diverse individuals and am passionate about helping others. I am committed to enhancing my skills and expertise as a virtual assistant, aiming to provide exceptional support while continuously developing my professional capabilities. Administrative Support Basic Designing Using Generative AI TOOLS USED CITRIX MICROSOFT OFFICE GOOGLE WORKSPACE MICROSOFT TEAMS CONTACT DETAILS General Trias, Cavite, Philippines SLACK WEB CONFERENCING TOOLS (e.g. WEBEX, ZOOM) ATTICUS - SOFT PHONE/DIALER (e.g. 8X8) - AMAZON SELLER CENTRAL CLIENT CRM (e.g. VANILLASOFT) AMAZON KDP CANVA CHATGPT AI-POWERED IMAGE GENERATION TOOLS VA Work Experiences STAFFO -) Marketing Assistant (Amazon KDP) Reaches out to warm and cold markets to offer to review/rate the published books by the client Provides suggestions to the team on different ways to increase the books’ ratings and reviews Assists in editing the books before and after publishing Contributes in researching topics that has a high potential of POC (proof of concept) Also helps with designing A+ content and other book elements by utilizing AI-driven tools in KDP LUCKYBIRD -) Operations Specialist (Amazon Seller Central) Order Processing: Process customer orders on supplier websites, ensuring accurate entry of order details, shipping information, and payment processing; verify inventory availability, confirm orders with suppliers, track shipments, and resolve any issues related to order fulfillment, such as delays or discrepancies, while maintaining clear communication with both customers and suppliers. Customer Service: Handle customer inquiries, resolve issues related to orders, refunds, and shipping, ensuring a positive customer experience. Order Monitoring: Track and monitor all Amazon customer orders in real-time, communicate with customers regarding shipping statuses, resolve order-related issues like lost or delayed packages by coordinating with carriers and suppliers, ensure timely delivery by working with fulfillment centers and shipping providers, and maintain detailed order tracking records while providing performance reports and insights. Product Research: Conduct thorough research to identify profitable products for dropshipping, analyzing market trends, competition, and potential suppliers on Amazon. Inventory & Order Management: Monitor product listings, update inventory levels, and manage customer orders efficiently to avoid stockouts or delays. WHEELZY (2023) Sales Representative Contact a designated set of leads through a client-provided CRM to offer car purchase deals at agreed prices, negotiate terms, assist customers in scheduling vehicle towing, follow up on inquiries, and provide guidance on required documentation for the sale process, ensuring a smooth and customer-friendly experience. CXC DENTAL (2022) Cold Caller/ Appointment Setter Make outbound cold calls to prospective dental practices to introduce the agency’s marketing services. Engage with decision-makers to set up appointments for sales consultations. Qualify leads and explain the benefits of tailored marketing solutions. Ensure follow-ups to maximize appointment conversions. BPO Work Experiences TATA CONSULTANCY SERVICES -) US HEALTHCARE | SENIOR PROCESS ASSOCIATE Handle Prior Authorizations: Process and manage prior authorization requests for a leading US medical equipment provider, ensuring timely approvals and compliance with healthcare regulations. Back Office Operations: Perform all back-office duties related to patient records, insurance verification, and authorization tracking, ensuring accuracy and efficiency. Communication & Coordination: Liaise with insurance companies, healthcare providers, and internal teams to gather necessary documentation and resolve authorization-related issues. Compliance & Documentation: Ensure adherence to HIPAA and other regulatory standards, while maintaining thorough documentation and records of authorizations processed. US FINANCIAL SERVICES | DOCUMENT PROCESSOR Document Management: Process and handle financial documents, including loan applications, account opening forms, and transaction records, ensuring accuracy and completeness. Data Entry & Validation: Input and verify client and financial data into systems, ensuring all information is compliant with regulatory and company standards. Quality Control: Conduct thorough reviews of financial documents to identify errors, discrepancies, or incomplete information and ensure prompt correction. Compliance Adherence: Ensure all processed documents meet legal and industry regulations, including data privacy and financial compliance guidelines. PETSURE SERVICES INCORPORATED -) PET INSURANCE UNDERWRITING | Customer Service Officer Customer Support: Provide support to clients, answering inquiries related to insurance policies, underwriting processes, premiums, and coverage options. Policy Review & Assistance: Assist clients in understanding their policies and guide them through the underwriting process, ensuring all required documents are submitted and correctly filled out. Issue Resolution: Address and resolve client concerns or discrepancies related to underwriting decisions, claims, or policy renewals, maintaining a high level of customer satisfaction. Documentation & Compliance: Maintain accurate records of client interactions, ensuring compliance with company policies and insurance regulations. TRANSCOM | AUSTRALIAN FINANCIAL COMPANY -) Collections Representative 1st & 3rd Party Collections: Manage the collection of outstanding debts for both first-party (internal) and third-party (external) accounts, following company and client-specific guidelines. Inbound & Outbound Calls: Handle inbound and outbound customer service calls, providing professional assistance to customers regarding their account status, payment options, and debt resolutions. Payment Arrangements: Negotiate and set up payment plans or settlements with customers based on their financial situations, ensuring mutually agreeable solutions. Compliance & Documentation: Maintain detailed and compliant records of all customer interactions, payments, and agreements, adhering to legal and regulatory standards in the collections industry. TELEPERFORMANCE | US TELCO -) CUSTOMER SERVICE REPRESENTATIVE Inbound Customer Support: Handle inbound customer queries regarding postpaid plans, providing timely and accurate information related to balances, bills, and usage. Billing & Payments: Assist customers with billing inquiries, explain charges, and facilitate payments or set up payment arrangements as needed. Plan Management: Help customers with plan changes, including upgrades, downgrades, or modifications to their current services, ensuring smooth transitions. Feature Adjustments: Add or remove plan features such as data packages, international services, and value-added options, based on customer preferences. Issue Resolution: Address and resolve customer concerns or disputes, maintaining high levels of satisfaction through excellent problem-solving and service skills.