Franessa Jani

-Contact#:- DOB: April 27, 1982 Franessa Z. Jani LinkedIn: https://www.linkedin.com/in/franessa-jani-a EDUCATION: ATENEO DE DAVAO UNIVERSITY Bachelor of Science in Business Administration Major in Marketing School Year:- SKILLS & ABILITIES • Communications – Excellent written and verbal presentation skills. Use proper grammar and have a good speaking voice. • Computer skills – Have advance understanding of computer programs such as Microsoft Office, as well as skills in internet navigation, social media sites and email systems. • Interpersonal skills – Able to get along well with co-workers and accepts supervision. • Adaptability – Flexible team player who prospers in a fast paced work environment and can adapt to various situations prioritizing multiple work assignments simultaneously. • Customer Service and Telemarketing Skills – Provides world-class customer service and has a good cold calling skills. WORK EXPERIENCE INVESTOR VIRTUAL ASSISTANT (Home-based) (January 2017 – Present) Marketing Specialist and Researcher (Rising Phoenix Real Estate – Texas based) ➢ Creates marketing flyers for list of properties for sale and blast out on My House Deals and Mailchimp. ➢ Responsible in adding properties to our website via Leadpropeller. ➢ Marketing properties in Craigslist and Backpage. ➢ Search for Active investment properties in MLS and do comparables on these houses. Send an email offer to Listing Agents. ➢ Conducts weekly meeting with Clients and conduct a presentation and/or discussion on KPI’s and marketing strategies. ➢ Responsible in doing profile research on home owners using TAD/DCAD and TLO and do outbound calls to set an appointment with home owners. Asst. Transactions Coordinator ➢ Assists our Transactions Coordinator with the closing of deals by organizing contracts in Dropbox and sending contracts to Lawyer’s Title Office and communicates to the team about any updates regarding the closing. ➢ Responsible in send Purchase Agreement via Docusign to intended recipients Other Tools: Nitro Pro (PDF Editor), Google calendar, Docusign and Echosign Lead Manager ➢ Responsible in managing all incoming and outgoing calls received from Sellers via Ringcentral App and CallRail and ensure to schedule an appointment with our Acquisitions Manager. Has the ability in organizing appointments to avoid schedule conflict with the use of Google calendar. ➢ Gathers property information from house owners and enter information in Podio / CRM. ➢ Do follow-up calls for leads that have pending statuses and to some old leads and look for opportunities to set an appointment with them. Investor Virtual Assistant |Investor Virtual Assistant Services Real Estate Bootcamp (December 2016-January 2017): o Training of Real Estate essentials for Investors. o Proficient with handling objections on seller lead calls, determining between a warm or cold lead. o Trained with Podio CRM o Creating Buyer's Lists o Valuation of Comps with or without the MLS o Skip Tracing o Social Media sites such as Craigslist, Facebook, Twitter, LinkedIn o Email Campaigns, Basic photo editing and Marketing HOPE PROGRAM (RTO Campaign) Outbound Sales Rep (HOME BASED) October 2016 to December 2016 ➢ Responsible in qualifying prospects for a credit repair company and to generate leads for an RTO Campaign. Does inbound and outbound calling to potential customers inquiring via online about the program and offering them to sign up for a credit repair company as a start-up for the program. JP MORGAN CHASE & CO. Fraud Specialist – December 2014 to October 2016 ➢ Our operational strategies are aimed at mitigating fraud losses to the Bank and customers. Attends to the customers/merchants query via phone (inbound/outbound) that may have fraudulent activity on their account/merchant establishments. Accounts with disputes will be investigated for resolution. Uses internal CRM to update customer’s information and analyz es account summary. Compute customer’s account balances ensuring zero discrepancy. Uses third party application and system to search for additional information to make resolution and conduct firm decision based on acquired facts and qualifiers of fraud analysis. RingCentral (VOIP Company – US Based) - October 2012 to August2014 Quality Assurance Coach/Specialist Specialist: Monitors and Calibrates call handling process. Drive quality to improve outcomes, coach to the behavior leading to resolution and customer satisfaction. Analytics: Data generation and analysis for DSAT and CSAT. Identifying root causes, critical errors and provide SMART based action plan to improve outcomes. Reviews outcomes to drive process and quality improvement continuously. SYNNEX-CONCENTRIX – October 2009 to September 2012 Quality Assurance Coach/Specialist ➢ Surpass Quality Metrics and deliveries. Calibrates with leaders and managers on quality process, call handling and customer experience. ➢ Provides report to senior leaders and utilizes it to identify training needs or upskill training for tech agents. ➢ Conducts coaching to reinforce right behavior and corrects process non-compliance. SYNNEX-CONCENTRIX – October 2009 to September 2012 Sr. Technical Support Engineer ➢ Acts as an Advanced Support Group or Level 2 escalation. Provides support and upskilling for agents. ➢ Liase with other ASGs for collaborative drive to resolution. Technical/Customer Service Representative ➢ Front liner support that provides immediate assistance and resolution to users of the products and/or services offered. SUTHERLAND GLOBAL SERVICES – January 2009 to March 2009 Shift: 9pm to 5am MNL Technical Support Associate ➢ Provides world class technical support service to ISP clients that has networking problems which includes internet, television and voip. Other duties assigned are providing assistance with billing, setting up appointments, checking outages, RMA and dispatch. PROFESSIONAL ACHIEVEMENTS: • • • • • • Best in Customer Service Award – AT&T U-verse Excel and consistently hitting KPI Monthly Rating – Comcast/ Netgear (Concentrix) RNR Metriculon Awardee – Comcast/ Netgear (Concentrix) CLUB O (OUTSTANDING) AWARDEE - Q4 of 2011 and Q1 0f 2012 (Concentrix) Best in CSAT Award – RingCentral (Acquire Asia Pacific) Basic Networking Fundamentals Certificate – RingCentral (Acquire Asia Pacific)