Hannah Shannie Pepino

HANNAH SHANNIE PEPINO Davao City, Philippines • - •- SUMMARY Self-motivated Customer Service Virtual Assistant with strong organization and time management skills. Coordinating multiple, concurrent tasks efficiently and with attention to details. Strong communication with all levels of workforce. Bringing in 10 years of experience (both in a BPO and remote work setup) in providing quality customer service and solutions to meet customer needs and company expectations. SKILLS Customer Service Analytical Thinking Teamwork and Collaboration Time Management Attention to Detail Order Placement Technical Proficiency Problem-solving abilities Organizational Skills Good knowledge of Excel Spreadsheets WORK EXPERIENCE Amazon VA | Customer Service , Mike’s Online Solutions | Hexnub Mar 2018 - Present Utilized Amazon Seller Central to source products based on specific criteria, resulting in a 30% increase in profitable inventory. Provided exceptional customer service through Seller Central, achieving a 95% satisfaction rate and resolving an average of 5-10 inquiries per day. Managed account inventory by regularly checking for stranded and unfulfillable inventory, reducing losses by 20% through proactive monitoring and resolution. Online English Tutor, 51Talk English Philippines Corporation Jan 2018 - Jun 2018 Executed engaging lesson plans for Chinese students, resulting in a 30% improvement in English language proficiency scores. Consistently created detailed lesson memos after each class, ensuring accurate documentation and facilitating effective review sessions with students. Implemented interactive teaching techniques, such as gamification and role-playing activities, resulting in a 20% increase in student participation and engagement levels. Technical / Customer Support Expert, Synnex-Concentrix Corp Oct 2013 - Jul 2017 Provided level 1 customer and technical support for Netgear customers, resolving issues with networking devices, resulting in a 90% customer satisfaction rate. Assisted customers through live chat, email, and phone channels, addressing an average of 20 inquiries per day and maintaining a response time of under 15 minutes. Conducted in-depth replication of customer's reported issues to accurately diagnose and provide solutions to their concerns, resulting in a 30% reduction in escalations to level 2 support. EDUCATION University of Southeastern Philippines Bachelor of Science in Business Administration Major in Business Economics LANGUAGE Filipino - Native English - C2 (Proficient)