Geraldine D. Zambrana

Geraldine Zambrana VIRTUAL ASSISTANT SCHOOL ATTENDED BAGUIO SCHOOL OF BUSINESS AND TECHNOLOGY EXECUTIVE SUMMARY A meticulous professional with well-versed in providing quality administrative and customer service support through effectively handling remote office procedures and calls. Effectively able to meet set deadlines and process information through well-honed research skills. SKILLS AND EXPERTISE E-mail handling Calendar & Meeting Scheduling Research, Data Collection and Data Entry SMM (scheduling posts) Customer Support Google Suite: Drive, Docs, Sheets, Forms, Mail, Calendar, Slides MS Office (Word, Excel, PowerPoint, Outlook) Other administrative support. Quickbooks(Bookkeeping) CONTACT ME AT:-- liv:.cid.219946fffb00ccdc Address: Cabaruan, Maddela, Quirino, Philippines, 3404 Secretarial Office Management | June- Gained knowledge in office work and procedures. Studied the basic fundamentals of accounting, bookkeeping, and office management. WORK EXPERIENCED CUSTOMER SERVICE REPRESENTATIVE AIRBNB Co-Host • Luxe Property Management •APRIL 2024 • SEPT. 2024 Handled guest communication, from booking inquiries to post-stay reviews. Coordinated cleanings and ensured the property was guest-ready. Managed booking calendars and prevented doublebookings. Oversaw check-ins/outs and addressed any guest issues promptly. Adjusted pricing and applied discount strategies to maximize revenue. WORK EXPERIENCED TEAM COACH/ TEAM LEADER SITEL PH • OCT 2022 -JUNE 2024 Managed a team of 12 agents. Took over and resolved managerial escalations and complaints. Coordinated directly with clients to ensure smooth operations. Ensured the progress of work streams and team performance. Monitored the progress of individual agents and the team as a whole. Sent daily End-of-Shift Performance Reports for each work stream. Sent monthly End-of-Month Performance Reports for each work stream. WORK EXPERIENCED COACH TRACK TRAINEE SITEL PH • OCT 2021 - OCT 2022 Managed a team of 10 agents. Took over and resolved managerial escalations and complaints. Coordinated directly with clients to ensure smooth operations. Trained new agents on new work streams. Monitored the progress of work streams and team performance. WORK EXPERIENCED CUSTOMER SERVICE REPRESENTATIVE SITEL PH • SEPT 2019 - OCT 2021 Handled inbound and outbound calls. Responded to emails and provided back-office support. Assisted customers with queries and resolved complaints. Provided information about the company’s services. Offered product recommendations tailored to customer needs. VIRTUAL ASSISTANT CERTIFIED TRAINING SOCIAL MEDIA MANAGEMENT: Developed proficiency in social media management strategies, including content creation, scheduling, engagement, and analytics assessment. GRAPHIC AND VIDEO CREATION USING CANVA: Acquired skills in graphic and video design using Canva, including creating visually appealing content for various platforms and purposes. DATA ENTRY: Demonstrated expertise in accurate and efficient data entry techniques, ensuring the integrity and organization of information. PROJECT MANAGEMENT: Learned project management principles and techniques, including task organization, timeline management, and coordination with team members. CALENDAR MANAGEMENT: Mastered calendar management practices, including scheduling appointments, coordinating meetings, and organizing events to optimize time efficiency.