Hansen Paras

Hansen Paras C U S TO M E R S E R V I C E S P E C I A L I S T / W O R D P R E S S S E O E X P E R T / FA C E B O O K ADS EXPERT Profile Details I am a Rock Star Virtual Assistant with 7 years of experience as a Customer Service Representative and Virtual Assistant, I can work with minimal supervision. My outstanding performance and interpersonal skills enable me to give my clients accurate administrative support and customer service. I have deep knowledge of WordPress SEO, I am very good at optimizing the site to make sure it's healthy and running smoothly. Angeles City I have knowledge and experience with Facebook Ads on how to increase your sales dramatically. It is with great excitement that I apply for the position of Facebook Ads Expert with your company. It is my pleasure to contribute to your business growth and success by doing my best to boost your sales significantly. With my entire devotion and enthusiasm, I will do my best to make this campaign successful. Employment History Customer Service Associate, Alorica (Former Expert Global Solutions), Mabalacat City MARCH 2013 — MARCH 2014 Alorica Incorporated is a leading provider of customer management outsourcing solutions spanning the entire customer lifecycle. From customer acquisition and sales, customer care and support, to logistics and fulfillment, Alorica offers a seamless customer experience across all service channels. • I take inbound calls for UPS customers in Canada. I am a customer service representative who supports customers by providing helpful information, answering questions, and responding to complaints. I handle complaints and provide appropriate solutions to satisfy our customers. I always identify and assess customers’ needs to achieve satisfaction to give exceptional customer service. Philippines -- Links Facebook Linkedin Onlinejobs.ph Sample Web Design and Site Optimization Skills Time Management Teamwork Adaptability Ability to Work in a Team Communication Team Player Communication Skills Customer Service On Page SEO SEO Keyword research Facebook Ads Manager Customer Service Representative, iQor Philippines, Mabalacat City APRIL 2014 — OCTOBER 2015 iQor is a managed services provider of customer engagement and technology-enabled BPO solutions. With 35,000 employees in nine countries, we partner with many of the world's best-known brands to deliver aftermarket product and customer support solutions that span the consumer value chain, from customer care and receivables management to product diagnostics and repair services. Our award-winning technology, logistics, and analytics platforms enable us to measure, monitor, and analyze brand interactions, improve business processes, and find operational efficiencies that lead to superior outcomes for our partners across the customer and product life cycles. Facebook Marketing Email Etiquette Chat Etiquette Chat Support Email Support Klarna Dispute Expert PayPal Dispute Expert Extremely organized Smartphone Troubleshooting Good work ethic Critical thinking and problem solving Mediation Analytical Thinking Empathetic Web Development • I am doing inbound and outbound calls for MetroPCS telco company. I am taking inbound calls for general inquiries, billing, basic troubleshooting, payments, and phone activation. I often build rapport to build a connection with the customer and demonstrate a caring attitude. I have dynamic interpersonal and judgment skills to resolve customer problems appropriately. I am excellent with data entry and tool navigation skills. Sometimes I do outbound calls for troubleshooting to make sure the smartphone is 100% working. I always think the satisfaction of the customer is my top priority in a customer service role. Customer Service Consultant, Concentrix (Former Convergys), Angeles City N O V E M B E R 2 0 1 6 — M AY 2 0 1 7 Concentrix is a leading global provider of customer experience (CX) solutions and technology, improving business performance for some of the world’s best brands including over 100 Fortune Global 500 clients and over 125 new economy clients. • I am doing inbound and outbound calls for Cricket telco company. I am taking inbound calls for general inquiries, billing, basic troubleshooting, payments, and phone activation. I often build rapport to build a connection with the customer and demonstrate a caring attitude. I have dynamic interpersonal and judgment skills to resolve customer problems appropriately. I am excellent with data entry and tool navigation skills. Sometimes I do outbound calls for troubleshooting to make sure the smartphone is 100% working. I always think the satisfaction of the customer is my top priority in a customer service role. • I became the top agent for the past 3 months. Email and Chat Customer Support, Support Ninja Incorporated, Mabalacat City NOVEMBER 2017 — JANUARY 2020 Seatgeek is an online and mobile aggregator of event ticket sales, able to show the best prices for tickets, complete with maps of event venues. Founded by Russ D'Souza and Jack Groetzinger, the company has thus far taken $41 million in capital from venture investors and angels. • I am a top-performing agent for the email customer support role. I respond to inbound emails from SeatGeek customers via Zendesk. I am clear distinct written communication skills when it comes to email. As an email support representative, I handled a bunch of emails with multiple customer concerns. I make sure that the customer's inquiries are resolved in a timely and respectful manner. I work daily with tools like Zendesk, Github, Slack, and Google Sheets. • I became a top-performing agent 7 times as I am exceeding the passing Key Performance Individual (KPI), because of my high-quality customer service skills and great attitude. Happy Socks is for all of us who think that life can never be too colorful. And that true happiness stems from the freedom to be yourself. Our vision is to bring happiness and color to every corner of the world – inspiring authentic self-expression through color, creativity, and fun. It all started under the cloud-ridden April sky of yet another belated Swedish spring in 2008. Two friends had a vision: to spread happiness by turning an everyday essential into a colorful design piece with a rigid standard of ultimate quality, craftsmanship and creativity. A concept now brought to perfection by the Happy Socks collective of creators. Today Happy Socks are sold in more than 90 countries and on every continent. Simply put: there's a pair of high-quality socks and underwear for every occasion, mindset, and style. • I am an email/chat support specialist for Happysocks customers and I provide specialized support for our customers through email and chat. I work daily with tools like Zendesk, Github, Slack, and Google Sheets. I handled general inquiries, order cancellations, order modifications, refunds and replacements. I always go above and beyond for our customers to make them satisfied. • As a result of my exceptional performance, I became agent of the month for 3 consecutive months. • I do quality analysis for seasonal agents by monitoring their emails. I help the team for developing internal support for email responses and process-wise. I also do my coaching and team support and other duties as assigned. Customer Support Agent, LaSmile Shop Ltd, Angeles City APRIL 2020 — AUGUST 2020 LaSmile Shop Ltd has a dropshipping business of selling wireless earbuds to the USA and UK (website airbuds.com). The website got closed due to the copyright of Apple AirPods. • My duties and responsibilities are answering inbound emails through Zendesk, Data Entry, Order cancellation, Tracking orders, General inquiries and performing other duties as assigned. I always handle complaints with the appropriate best solutions and always go extra mile to make customers satisfied. Email Customer Support, Greenmazing, Angeles City JANUARY 2021 — AUGUST 2021 Established in 2019, Greenmazing is a foremost company specializing in the E-commerce field, focusing on customized products for foreign markets. We understand that everyone is unique. Through our creative approaches, we offer extraordinary customized products that are not available anywhere else. • My job is to provide customer support for FamVibe.com, one of their e-commerce websites. I work daily with tools like Freshdesk, Shopify, Slack, Skype, Telegram and Google Sheets. I handled general inquiries, order cancellations, order modifications, refunds and replacements. I am contacting the 6 suppliers for replacement, product modification and refund. I always go above and beyond for our customers to make them satisfied. Webinar Chat Support, Dropship Lifestyle, Angeles City. AUGUST 2021 — NOVEMBER 2021 Drop Ship Lifestyle was created to give students the knowledge and tools necessary to create freedom through entrepreneurship by leveraging the power of Drop Shipping. We give people the knowledge + tools necessary to create freedom through entrepreneurship. • I assist prospects throughout the webinar and respond to their queries in a timely and accurate way through chat. Monitor prospect questions and provide assistance for confusion or difficulties. I do other duties such as minimal Facebook group moderator, submitting hot leads and student testimonials. Lastly, I gather prospect/customer feedback and share with our Product, Sales and Marketing teams Customer Support Specialist/Dispute Expert, Internet Recruitment & Management Services Ltd., Angeles City MARCH 2022 — FEBRUARY 2023 Internet Recruitment & Management Services Ltd. provides exceptional customer service and business process outsourcing. We deal in customer service consultant. • I handle customer service for dropshipping stores of our clients. I assist our client customers with queries related to their order status, available products, dispatch details, payment details, etc via Emails and deal with multiple stores. I always maintain a positive, empathetic and professional attitude toward customers at all times. My responsibilities include acknowledging and resolving customer complaints and managing refunds and returns. I communicate with the supplier for product replacement and refunds. • I also respond to Paypal/Klarna disputes in a timely manner to win the dispute. I always investigate thoroughly to make sure that dispute is being well answered. I always do my best to win the dispute to avoid extra fees for our clients. In terms of solving disputes, I am very detail-oriented and a very good critical thinker. • Perform other tasks as assigned. Education High School Diploma, Francisco G. Nepomuceno Memorial High School, Angeles City JUNE 2006 — MARCH 2012 Associate Degree, Holy Angel University, Angeles City JUNE 2012 — MARCH 2013 Part Time Job SEO Virtual Assistant, OmniPrint FEBRUARY 2020 — NOVEMBER 2020 Duties and Responsibilities • • • • Site Optimization Keyword Research On-Page SEO Optimizing and Uploading Articles Facebook Ads Manager, Furniturized DECEMBER 2020 — AUGUST 2022 Duties and Responsibilities • Creating Facebook Ads and campaigns. • Develop strategies and create clear plans to meet business objectives and drive performance. • Clearly communicate strategy, performance, and campaign recommendations. • Responsible steward of client advertising budgets, making sure ad dollars are spent efficiently and productively. • Testing variations of ads to determine the best performing • Continuous monitoring of results and improvement of ads • Manage the strategy and setup of all paid campaigns (CPC and PPC). Training United Parcel Service Product Knowledge and Customer Service MetroPCS Telecommunications Product Knowledge and Customer Service Cricket Telecommunications Product Knowledge and Customer Service SeatGeek Product Knowledge and Customer Service HappySocks Product Knowledge and Customer Service Webinar Chat Support Training WordPress Web Creation WordPress Search Engine Optimization Facebook Ads Management Klarna/PayPal Dispute Shopify Dropshipping Zendesk, Freshdesk, and Trengo Navigation Canva Shopify Navigation