Frances Pauline Preciados

Frances Pauline Preciados Virtual Assistant at Oasis Rose Limited (-|- 34 years old | Mandaue City, Cebu, Central Visayas Experience 14 years Previous Customer Support Professional oDesk/Upwork Nationality Philippines Experience May 2014 - Present (3 years and 1 month - full time) Virtual Assistant Oasis Rose Limited 1. Provide online support to customers of the Company 2. Assist in managing inventory of assets and supplies, sourcing for suppliers and submitting purchase orders and invoices (Xero) 3. Coordinate with various departments and operating units in resolving day-to-day issues 4. Carry out general admin tasks, such as data entry, transcription, online research, calendar management, email and contact management 5. Assist in online marketing and advertising duties, such as lead generation, setting up and monitoring ad campaigns, blogger outreach campaigns, contests and giveaways 6. Perform various tasks related to Amazon such as managing product inventory and listings, sales and order management, as well as creating and monitoring promotions 7. Assist in website management and administration such as setting up auto-responders, newsletter campaigns, processing website orders, responding to inquiries, etc. Mar 2013 - Feb 2014 (11 months - full time) Telephone Banker JPMorgan Chase & Co. | Central Visayas, Philippines Provide customer service and technical support for consumer banking customers over the phone. Jan 2013 - Mar 2013 (2 months - part time) Customer Support Professional Feb 2012 - Dec 2012 (10 months - part time) Data Entry Specialist Aug 2011 - Aug 2012 (1 year - full time) Publishing Consultant (Sales) oDesk/Upwork oDesk/Upwork XLIBRIS - contact leads via phone or email and do product presentations - share information about our company's services to potential clients - assist and guide potential clients into a long term relationship with the company - handle complaints and other customer service issues Jan 2008 - Dec 2010 (2 years 11 months - full time) Team Lead Convergys-Cebu 1. Support, coach, develop and supervise a group of employees in a Service Center/Operations environment. 2. Monitor, identify and resolve performance/behavior/attendance issues using prescribed performance management techniques. 3. Monitor and take action on time sheet, personnel and payroll issues. -1- 4. Maintain current employee records on direct reports. 8. Review CMS statistics on a daily basis and provide constructive feedback. 5. Provide Subject Matter Expertise. 6. Ensure training needs of subordinates are met. 7. Modify Operations as needed to meet service level agreements under supervision of Operations Manager. 8. Resolve escalated customer issues. 9. Hold team meetings on a regular basis with direct reports. 10. Communicate all process and client changes to direct reports in a timely manner. May 2005 - Jan 2008 (2 years 8 months - full time) Call Center Agent/Interviewer/Market Researcher WESTERNWATS PHILIPPINES INC. - data gathering through making outbound voice calls to specified phone numbers - conducting surveys over the phone - encoding respondent's answers in the database May 2004 - Dec 2004 (7 months - full time) Customer Support Representative PeopleSupport Philippines, Inc Responsibilities include responding to customer service and sales calls from U.S. customers in a timely and professional manner. Sep 2003 - Feb 2004 (5 months - part time ) Service Crew Greenwich Pizza Corporation handles customer service and complaints, prepare food orders Feb 2003 - Jul 2003 (4 months - part time) Service Crew FREEMONT FOODS CORPORATION Responsible for order-taking, preparing orders, daily transactions and entertain customer complaints and inquiries. Education 2005 Cebu Institute of Technology Bachelor's/College Degree in Engineering (Chemical) | Philippines Major Grade Chemical Engineering Incomplete (Completed 4 out of 5 years, stopped due to financial situation) Skills Advanced Communication Skills & Interpersonal Relationship, Leadership & Organizational Skills, Customer Service, MS Office, English Communication Skills Languages Proficiency level: 0 - Poor, 10 - Excellent Language English Spoken 9 Written 10 Relevant Certificates - -2- Additional Info AFFILIATIONS AND OTHER INFO: USC Chemical Engineering Society University of San Carlos TC Nasipit, Talamban, Cebu City 6000 Positions Held: President- Secretary- Assistant Secretary- DOST Scholars Association (USC) University of San Carlos TC Nasipit, Talamban, Cebu City 6000 Secretary- USC Chemical Engineering Council University of San Carlos TC Nasipit, Talamban, Cebu City 6000 Assistant Secretary- Personal Strengths & Achievements ------------------ Developing and implementing key policies and procedures in customer service departments to boost productivity and enhance team morale. - Earning a reputation for swiftly identifying and resolving potential customer-facing problems and discrepancies, leading to a significant boost in customer satisfaction and loyalty. - Successfully ensuring top quality customer service and satisfaction while driving staff training and development and team motivation. - Establishing solid and trusting relationships through exceptional communication and interpersonal skills. - Balancing multiple tasks within fast-paced, deadline-driven, and customer-facing environments. -3-