Felben Mark Aton

FELBEN MARK ATON ABOUT ME CONTACT--078 Purok 1, Gusa, Cagayan de Oro City, Philippines 9000 EDUCATION Google Courses: Ongoing Digital Marketing and E-commerce Google AI Essentials Project Management Data Analytics Iligan Computer Institute Medical Transcription Vocational Course NC II - Passer July 2013 - August 2013 Lourdes College Bachelor of Science in Nursing 2004 - 2005 Xavier University – Ateneo de Cagayan Bachelor of Science in Development Communication 1999 – 2003 A dedicated and results-driven professional with a diverse background in administrative support, customer service, and human resources. My career has been marked by a strong commitment to excellence, where I have consistently delivered high-quality results in fast-paced environments. With over a decade of experience, I have developed a keen ability to manage complex tasks efficiently, from coordinating office activities and handling customer inquiries to supporting HR functions and driving process improvements. WORK EXPERIENCE Dispatch Officer | SMM | General Virtual Assistant Part Time Udo Transport LLC April 2024 - October 2024 Recruitment and Administrative Support: Perform general administrative tasks such as managing calendars, scheduling meetings, and organizing files. Screen resumes, conduct initial candidate assessments, and coordinate interviews with hiring managers. Social Media Management: Manage and schedule social media posts across various platforms. Engage with followers, respond to comments, and monitor the performance. Assist in creating, editing, and proofreading written content such as blog posts, newsletters, or marketing materials. Dispatch/ Trip Scheduling and Coordination: Receive and process transportation requests from clients, healthcare providers, or transportation brokers. Assign trips to drivers based on location, availability, and the specific needs of passengers (e.g., wheelchair accessibility). Client Communication: Confirm trip details with clients, including pick-up and drop-off times, addresses, and any special requirements. Handle any inquiries or concerns from clients Customer Service Representative Seasonal Agent, Balboa Digital Center Services June 2024 - July 2024 Outbound Calling: Make outbound calls to potential clients or customers with the objective of generating interest in the company’s products or services. Appointment Setting: Schedule meetings or follow-up calls between potential clients and sales representatives to further discuss products or services. Issue Resolution and Problem-Solving: Identify customer concerns, troubleshoot problems, and provide effective solutions to ensure customer satisfaction. Order Processing and Tracking: Assist customers with placing, tracking, and managing orders, ensuring that they are processed accurately and in a timely manner. Admin/Human Resource Officer October 2017- April 2024 1almac Services Corporation Coordinate office activities and operations to secure efficiency and compliance to company policies. Supervise administrative staff and divide responsibilities to ensure performance. Submit timely reports and prepare presentations/proposals as assigned Manage phone calls and correspondence (e-mail, letters, packages etc.) Recruitment and Onboarding: Screen resumes, conduct initial candidate assessments, and coordinate interviews with hiring managers. Facilitate the onboarding process, including preparing orientation materials, and ensuring new hires complete necessary paperwork. Payroll and Benefits Administration: Assist in processing payroll by ensuring employee hours, deductions, and leave are accurately recorded and reported to the payroll team. WORK EXPERIENCE TOOLS PROFICIENCY Adobe Photoshop MS Office Canva Social Media Platforms Presentations Email Google Drive Pinnacle Studio Spreadsheets Zoho Email Cold Caller Specialist September 2014 – December 2014 Remotestaff – Think Innovation Outbound Calling: Make outbound calls to potential clients or customers to introduce the company’s products or services. Follow established scripts and communication guidelines to ensure consistency and effectiveness Customer Relationship Management: Build and maintain professional relationships with prospects to enhance the likelihood of conversion. Collaboration with Sales Team: Work closely with the sales team to provide insights and feedback on lead quality and cold calling effectiveness. Chat Support Representative June 2014 – August 2014 AutoPartsWays Customer Assistance and Support: Provide prompt and accurate responses to customer inquiries via chat, addressing questions about car parts, availability, compatibility, and pricing. Engage with customers in a friendly and professional manner, building rapport and ensuring a positive experience. Product Knowledge and Guidance: Maintain in-depth knowledge of car parts and accessories, including specifications, brands, and compatibility with various vehicle makes and models. Order Processing and Tracking: Assist customers with placing orders, including verifying product details, processing transactions, and ensuring accurate order fulfillment. Sales and Upselling: Identify opportunities for upselling or cross-selling additional products or services based on customer needs and purchase history. Email and Chat Support Rep Nov. 2013 – May 2014 Today's Digital Solution, Inc. (TDSI) SKILLS Management Skills Negotiation Critical Thinking Leadership Digital Marketing Time management Collaborative learner Customer Service Commitment to Excellence Results-driven Photography Marketing Skills Customer Inquiry Management: Respond promptly and professionally to customer inquiries received via email and chat regarding vehicle specifications, availability, pricing, and promotions. Appointment Scheduling: Assist customers in scheduling test drives, service appointments, or consultations with sales representatives. Customer Relationship Management: Ensure a high level of customer satisfaction by addressing concerns, resolving issues, and providing helpful information. Sales Support: Assist the sales team by providing them with qualified leads, customer feedback, and relevant information gathered from email and chat interactions. Technical Chat Support Representative FBC Business Solution Nov 2012 - October 2013 Customer Support and Assistance: Provide prompt and professional assistance to clients using Sales Nexus CRM, addressing technical issues and inquiries via phone, email, or chat. System Maintenance and Updates: Monitor and maintain system performance, ensuring that Sales Nexus CRM operates efficiently and reliably. System Integration Support: Assist clients with integrating Sales Nexus CRM with other software systems or applications, ensuring seamless data exchange and functionality. Client Relationship Management: Build and maintain positive relationships with clients by providing exceptional support and demonstrating a deep understanding of their CRM needs. Customer Service | Escalation | Assistant Team Lead March 2008 – July 2012 Convergys Customer Interaction and Support: Assist customers with billing questions, account management, service troubleshooting, and product information. Issue Resolution and Follow-Up: Follow up with customers to ensure their issues are fully resolved and that they are satisfied with the outcome. Escalation Management: Ensure that escalated issues are addressed promptly, thoroughly, and in alignment with company policies and procedures. Problem Solving and Decision Making: Analyze and evaluate escalated issues to identify root causes and implement effective solutions Team Support and Leadership: Assist the Team Lead in managing and supporting the customer service team, including monitoring performance, providing guidance, and addressing team issues. WORK EXPERIENCE CERTIFICATES TRAININGS AND MENTORSHIP Real Estate Virtual Assistant Mentorship Medical Virtual Assistant Project Management Digital Marketing and E- Commerce Building a Basic Lead Gen Landing Page Customer Service Customer Service Representative | Technical Support Representative Oct. 7, 2006 – Feb 2008 Teletech Holdings Customer Interaction: Assist customers with account management, billing questions, service upgrades, and general product information. Customer Relationship Management: Address customer needs and concerns with empathy and professionalism, ensuring a positive customer experience. Technical Issue Diagnosis and Resolution: Troubleshoot and diagnose technical issues related to Charter Communications’ services, including internet connectivity, TV services, and phone systems. Advanced Troubleshooting: Handle more complex technical issues that may require deeper investigation or escalation to higher-level technical support teams. CERTIFICATES