Geline Icobeza

GELINE MAE ICOBEZA - |- ABOUT ME Highly motivated and professional with one year of experience as a Real Estate Virtual Assistant and two years in the BPO industry handling customer service and training. Skilled in managing inbound/outbound calls and emails, updating MLS data, processing seller documents, and ensuring seamless transactions. Adept at administrative tasks, including calendar management, coordinating meetings, handling confidential documents, and communicating with stakeholders. Known for strong problem-solving, teamwork, and strategic planning to improve processes, enhance efficiency, and drive customer satisfaction. EDUCATION SANTA MARIA NAT’L HIGH SCHOOL General Academic Strand 2016 - 2018 TOP SKILLS Exceptional Communication - ability to communicate at ease whether through writing and speaking. Easily builds rapport with confidence, developing a positive and genuine relationship fosters trust and confidence, which can lead to increased client loyalty, better collaboration, and a higher likelihood of long-term business relationships. Detail-oriented and able to handle multiple tasks simultaneously - ability to meticulously attend to details ensures accuracy in understanding. Simultaneously managing various tasks resulting to a seamless and efficient workflow, allowing for a prompt and tailored response to client demands. Fast-paced learning - ability to quickly adapt to changing circumstances. Staying agile and responsive in dynamic environments, that enables me to acquire new skills and knowledge swiftly. TECHNICAL & SOFT SKILLS Email Management (Inbox Organization and Categorization, Filtering and Rules) Microsoft Office Proficiency Communication Tools (Front, Teams, Outlook, Zoom, Google Meet, Slack, Skype) Work Ethic Leadership Critical thinking and Conflict Management MLS Management DocuSign RingCentral PROFESSIONAL EXPERIENCE Virtual Real Estate Operations Assistant ListingSpark | May 2024 - May 2025 Managed inbound/outbound calls and emails, ensuring prompt responses, accurate resolutions using the CS Playbook, and delegating tasks to team members for balanced workloads. This led to faster issue resolution, improved client satisfaction, and a 20% increase in positive feedback. Maintained and updated MLS data, trackers, and seller accounts with 100% accuracy, minimizing errors and ensuring seamless transactions. This improved listing reliability, reduced processing delays, and boosted operational efficiency. Assisted sellers with document signing such as contracts, amendments, and other listing document via DocuSign and ensured timely task completion. This accelerated contract processing, reduced turnaround time by 30%, and enhanced overall workflow efficiency. Learning Specialist / Customer Service Support Foundever | August 2023 - May 2024 Effectively manage sharing reports, organizing meetings with clients and shareholders, and ensuring agents work well with business partners to help the company grow and improve its operations. Includes creating courses, teaching, evaluating learners, handling administrative duties, and working with other professionals to improve learning experiences and outcomes for learners. Supervising call center staff each day, studying their performance data, quickly pinpointing ways to improve and streamline customer service, and increasing operational efficiency. Program Ready Trainer / Customer Service Support Concentrix | August 2022 - July 2023 Introduced agents to the training organization through client-focused training, showcasing effective presentation and facilitation skills. Utilize creative techniques and diverse modalities for adult/accelerated learning in a classroom and virtual setting. Communicate timely performance information consistently during the training process, maintaining effective interaction with managers, peers, and resource groups, including day-to-day informal client interactions. Shared best practices and organized action plans for agents to meet client metrics, earning recognition as a high-achieving Trainer. Colleagues acknowledged and emulated my methods, fostering a culture of continuous improvement in the team. Customer Service Representative/Support Concentrix | February 2022 - July 2022 Addressing incoming calls, chats, and customer correspondence, delivering professional and amicable customer service with confidence and expertise which consistently surpassed company standards and key performance metrics. Exhibited adept problem-solving skills as a Customer Service Representative, consistently resolving a broad spectrum of customer concerns, including those beyond the purview of my designated responsibilities. Utilized company-provided resources judiciously to deliver effective solutions, ensuring optimal customer satisfaction. Consistently outperformed company goals as a Customer Service Representative. Shared effective strategies and assisted teammates with product knowledge, contributing to overall success and improvement.