Gladys S. Oñaza

GLADYS OÑAZA Virtual Assistant June 2015 – December 2019 Concentrix - Bacolod City Customer Service Representative --Bacolod City, Negros Occidental EDUCATION University of St. Lasalle Bacolod Bachelor of Science in Business Administration Majors in Operations Management and Business Economics-  Manage large amounts of incoming phone calls.  Generate sales leads.  Identify and assess customers’ needs to achieve satisfaction.  Build sustainable relationships and trust with customer accounts through open and interactive communication.  Meet personal/customer service team sales targets and call handling quotas.  Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.  Keep records of customer interactions, process customer accounts and file documents October 2013 – April 2015 DSG Sons Group Inc. – Gaisano Mall of Davao Tenant Relations Associate ABOUT ME A freelance virtual assistant who is proficient in handling administrative projects, including but not limited to: document creation, data entry, and social media management. Can work one-on-one with small businesses to provide flexible and affordable administrative support. WORK EXPERIENCE January 2020 – November 2024 Pathcutters Affordable Staff - Bacolod City Virtual Assistant for Real Estate  Document Management, Mailing list Management and cold calling.  Conduct Skip Tracing by locating phone numbers, addresses, emails for sellers, buyers, leads, and agents.  Fill out buyer and/ or seller lead sheets.  Comparative Market Analysis and Basic Social Media Management and Digital Marketing  Receiving outbound/inbound calls (follow-up lacking required documents)  Manage Client Database by updating their CRM and cloud based storage such as Dropbox, Google drive and Calendar Management ØHandles all concerns/queries of incoming long-term and short-term tenantsfrom preopening and construction phase. Ø Monitor and update construction progress of new and renovating tenants to ensure timely store opening. ØConducts preconstruction meeting for thorough discussion of document checklist and mall house rules and regulations during construction. ØCoordinate with Architectural and Facilities and Property Management Department for technical assistance. ØPrepare and issue Notice to Proceed and Permit to Operate. ØOnce or thricea week mall rounds to check tenantcompliance. ØMonitors and reportdelinquencies/penalties, incident reportof tenants. ØMonitors insurance for Fire and Comprehensive GeneralLiability. ØHandle Customer Complaints ØOrientation of house rules and regulation to tenant employeesprior release of ID. ØTenant filing and releasing. ØRouting of pertinent tenant communications/memos ØEnsure AR Noticesare sent out to tenants. ØQuarterly update of tenant’s emergencycontact details. ØMonitor repair statusof tenant facilities breakdown. ØRouting of pertinent tenant communications ØTenant ID processing Covers shifting of either openingor closing schedule