Fern Jay Bolongon

FERN JAY BOLONGON GENERAL VIRTUAL ASSISTANT/COLD CALLER/ ECOMMERCE SPECIALIST/CUSTOMER SERVICE SUPPORT -- Philippines SUMMARY I am a dedicated and customer-focused professional with 5 years of experience in customer service, specializing in inbound and outbound call handling. I take pride in delivering exceptional support, resolving inquiries with care, and ensuring a positive customer experience. With 1 year of experience as an Intake Specialist and E-commerce Specialist, I have developed strong communication skills, the ability to understand customer needs, and a commitment to providing effective solutions. SKILLS Virtual Assistance & Task Management Outbound and Inbound Cold Calling Customer Service Excellence Lead Generation and Sales Support CRM Systems (Zoho, Monday.com) E-commerce Platforms (Shopify, eBay, Notion, Amware, Gladly, Zendesk, Intercom) Data Entry & Reporting Task Prioritization & Multitasking Conflict Resolution & Problem Solving Appointment Scheduling & Follow-up Microsoft Office Suite, Google Workspace TECHNICAL SKILLS E-commerce Platforms (Shopify, eBay, Notion, Amware, Gladly, Zendesk, Intercom) Microsoft Office Suite (Word, Excel, PowerPoint) Google Workspace (Docs, Sheets) PROFESSIONAL EXPERIENCE ECOMMERCE SPECIALIST | 32 Degrees July 2023 - January 2025 Managed product listings, pricing, updated descriptions, updated photos and optimized product pages on e-commerce platforms such as Shopify, eBay, Notion, Amware, Gladly, and Zendesk. Update shipping labels and coordinate with the team to track and follow up on shipments Provided customer support for e-commerce inquiries, including order status updates, refunds, and product questions. Monitor and organize incoming emails to ensure efficient communication and task management Monitor and update inventory to reflect sold and available products accurately and create data records for newly sold items INTAKE SPECIALIST | The Lake Law Firm and IRS Plus June 2023 - June 2024 Conduct initial client assessments and verify required documentation Input and maintain accurate client data in system databases Schedule and manage client appointments and follow-ups Provide clients with information on services and eligibility requirements Coordinate with team members to ensure smooth intake processes Maintain client confidentiality and comply with privacy regulations Project Management Tools (Monday.com) COACH/SUPERVISOR | Teleperformance (T-Mobile) CRM Systems (Zoho, Monday.com) March 2021 - April 2023 Communication Tools (Slack, Zoom, Microsoft Teams, Skype, Google Meet) EDUCATION Lourdes College Bachelor of Science in Hotel and Restaurant Management 2014 – 2018 CERTIFICATION Sphere Rocket Real Estate Virtual Assistant Training (January 31-February 03, 2023) PROVA Social Media Management Training (November 09, 2024) AWARDS T-Mobile Top Account Expert (2021 ) T-Mobile Top Sale Account Expert (2021) T-Mobile Top Account Expert (2020) KOHL'S Top Representative (2019) Supervise and mentor a team of agents to meet performance targets Monitor and evaluate agent performance through quality assurance and feedback Conduct coaching sessions to enhance agent skills and productivity Develop and implement strategies to improve service delivery and client satisfaction Ensure compliance with company policies and industry standards Prepare performance reports and provide insights to management ACCOUNT EXPERT | Teleperformance (T-Mobile) March 2019 - March 2021 Handle client account management and support Resolve customer issues and queries related to billing, product information, and technical support efficiently Troubleshoot device and network problems Help with promotional disputes Work with internal teams to optimize service delivery Generate and deliver account performance reports CUSTOMER SERVICE REPRESENTATIVE | Teleperformance (Khols) January 2019 - March 2019 Assist customers with inquiries and resolve issues Provide accurate product or service information Handle and document customer interactions and feedback Achieve performance targets for service quality and efficiency Help check customers' packages and provide resolution on return orders Escalate complex issues to appropriate departments