Franklene Berina

FRANKLENE BERINA VIRTUAL ASSISTANT - ADMINISTRATIVE & IT CUSTOMER SUPPORT & SOLUTIONS MANAGER GENERAL INFO Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. MY QUALIFICATIONS Customer Service & Technical Support 10+ Customer Service (Chat & Email) 3+ Technical Support (Chat & Email) Zendesk/Intercom/LiveChat/Raise Donors/Virtuous CRM SLACK/JIRA/WhatsApp Lark Email/Chat/Messages MS Teams MS Outlook Marketing & Social Media Management Social Media Management Creation of FB Page and Instagram Business Email Marketing Mailchimp Crexi IT & Technical Support CCTV Camera Product Knowledge Cloud Edge Troubleshooting Meari Troubleshooting Cloud Storage Troubleshooting Fujicam CRM Confluence VMWare Installation Odoo ERP System E-commerce & Amazon Support Amazon Product Research Keepa Amazon Seller Central Jungle Scout Knowledge of E-commerce websites Administrative & General VA Tasks Web Research Data Entry & Encoding Email Management Calendar Management Google Workspace Google Storage Management ERP Management MS Outlook Google Meet PassPack Design & Content Creation Graphics Design (Canva) Video Editing WordPress CONTACT INFO- Email:-Home Address: Compostela, Cebu 6003 www.linkedin.com/in/rank1franklene/ PERSONAL REFERENCES Aquiles Inocian- Team Leader - VA team Glotanning Rea Alducente- Guest Services/Admin Director Glotanning WORK HISTORY Email Support (Gaming Account) Specialized Virtual Assistant 5CA, Oct 2024 - Jan 2025 OutsourceAccess, October 2023 - July 2024 Logging into VMWare for security purposes of the account Assist customers on their daily issues with the game Analyze the problem of the customer by understanding their needs and issues that they provided Empathize to the customer for the inconvenience Checking the account, connection, work strings that maybe related to the customer’s issue Provide resolution to the customer and advising them the best way to prevent the issue Following company protocols to adhere to the privacy of the information of the customer Real Estate VA Utile Capital, Jul 2024 - Oct 2024 Collecting Real Estate listings for underwriting Create Google Sheets for Underwriting Data Entry Organize Google Workspace Use Odoo to store information such as documents for knowledge base Finding Real Estate Listings through Crexi Looking up Deals on different platforms Analyze data from Offering Memorandum (OMs) Contacts brokers/agents to get OMs Analyze Real Estate Market Able to assess the income potential of the listing Able to evaluate numbers and data to understand a business’s performance Collaborate with client for potential deals Identify risks and assess potential financial pitfalls. Able to determine the property’s cash flow Able to manipulate data and study for potential income Entering data into Virtuous CRM and automating the process as much as possible. Utilizing email filters to automatically sort and prioritize emails. Utilizing CRM Reporting features within Virtuous CRM to generate reports efficiently. Using email management tools or features within your email client to automatically delete spam messages and archive or delete unused files. Regularly review and clean up your email folders. Utilizing WordPress plugins for tasks like adding new pages, managing links, and troubleshooting errors. Regularly update plugins and themes to ensure website security and stability. Creating documentation or video tutorials for recurring tasks to facilitate training and ensure consistency in execution. Develop a folder structure and naming conventions for files within Google Drive to make it easy to find and manage documents. Using Meta Business Suite to schedule posts, track analytics, and manage multiple platforms from one dashboard. Creating graphics from scratch in Canva or using templates and enhancing the design for creating flyers, banners, presentations, etc. Editing video files using CapCut and DaVinCi Resolve software to streamline the process of editing raw video files. WORK HISTORY Technical Support Representative QHQJ CCTV Security Camera, Aug 2023 - Feb 2024 Help customers fix problems with CCTV equipment like cameras, recorders, cables, and software. Be the main person customers talk to for CCTV help, answering calls, emails, or chats quickly and politely. Assist customers with setting up their CCTV systems, including where to put cameras, network setup, and adjusting settings. Teach customers how to use CCTV software for tasks like watching live video, playing back recordings, and managing their systems. Keep up to date with new CCTV technology so you can help customers better. Virtual Assistant - Administrative Glo Tanning, February 2022 - June 2023 Assisting store owners with their Tanning sessions Generate weekly and monthly reports on sales revenue Creating a login for store owners and store leaders Data entry Account corrections on all Glo Tanning customers Processing chargebacks and refunds using Zoho tickets Processing payroll for PH team agents Reporting every day through Zoom meetings and Google Meet meeting Communicate with Executives regarding the updates from their inventory Assisting Spa Consultants with their monthly incentives VOC (Voice of the Customer), Email Support Contact Solutions, Dec 2018 - Sept 2021 Used critical thinking to break down problems, evaluate solutions and make decisions. Product expert guiding customers to purchase with key information suited to use case Increased customer satisfaction by resolving issues. Remote Desktop Support Specialist Accenture Inc., Jan 2018 - Dec 2018 Diagnosed customer concerns with expert knowledge of software Performed advanced software repair and installations for customers via remote service tools Independently managed analysis, strategy, and resolution of client issues to the satisfaction Logged issues for reporting and later interdepartmental analysis Managed administrative tasks such as data entry & reporting Maintained a high level of delivery in order to meet SLAs Sales & Billing Representative [24]7.ai, Oct 2014 - Jan 2018 Prepared merchandise for sales floor by pricing or tagging. Ingested and assessed customer inquiries to determine the best solution available to them Guide customers on changing current plans and placing new orders Troubleshooting of signal issues and general bugs Customer Service Agent TTEC (Teletech), Oct 2013 - Oct 2014 Virtual Assistant (Chat & Email) BoothandPartners, June 2021 - July 2022 Maintained customer satisfaction with forwardthinking strategies focused on addressing customer needs and resolving concerns. Provided primary customer support to internal and external customers. Print-on-Demand support (Drop-shipping) Integration of sales channels Asked open-ended questions to determine which products or services would be the best fit for customers' needs. Handled inbound customer chat conversations from various websites. Upsold and cross-sold products to increase customer satisfaction and commitment Provided support and assistance in selecting HP products EDUCATION SUMMARY University of San Jose Recoletos Bachelor of Science in Computer Science | 2007 - In-progress CICCT Member Undergraduate 4th year standing TESDA Bohol Consumer's Electronics Servicing NC II | May 2009 Completed servicing hours for Electronics TESDA Competency Exam - Passed PROFESSIONAL DEVELOPMENTS Amazon VA Product Research Training - July 9, 2022 Interacting effectively with your customers using social media, September 08, 2021 Build your brand with Digital Marketing Planning, September 09, 2021 Sell your products online with E-commerce, September 10, 2021 Building a Personal Brand on LinkedIn with Virginia Bautista, September 10, 2021 Stay connected to your customers through Google My Business, September 11, 2021