Harley Keitherine Ramos Ordas

HARLEY KEITHERINE ORDAS Virtual Assistant/ Social Media Manager/ Team Leader ABOUT ME I'm an experienced leader with a verifiable track record of resolving complex issues quickly and winning customer loyalty. My dedication to the work and motivation to grow has led me to exceptional projects and experiences. I’m grateful for a profession I’m passionate about, and am willing to share my best practices. EDUCATION & TRAINING BACHELOR OF SCIENCE IN NURSING University of Baguio HEALTH CARE SERVICES, 2010 University of Baguio Capulaan National High School HIGH SCHOOL DIPLOMA, CLASS OF 2006 ACHIEVEMENTS Top Agent Jan-Oct 2018 TDCX PHILIPPINES TDCX Vanguard Award - January 2019 TDCX PHILIPPINES Top Agent-- SUTHERLAND GLOBAL SERVICES CONTACT ME THROUGH: POSITIONS HELD Virtual Assistant / Social Media Manager (Silverman Group Real estate) May 2021- June 2021 Managing social media account (Facebook, Instagram, Tiktok, Linkedin, Pinterest,) Incharge of Marketing Posters. Managed appointments and calendars and booked meetings with new and existing clients. Video and Picture editing Responsible for Interactions with the public through implementing content strategies on social media platforms. Analyzing engagement data, identifying trends in customer interactions, and planning videos or content to post. Admin Task creating presentation Canva, Kapwing, Clipchamp Claims Inventory Management Back End(Fraud Specialist) JP Morgan Chase & Co. September 2020- Feb 2021 Card Disputes & Recovery is responsible for processing and resolving customer claims and inquires related to non-fraud and fraud-related transactions on Chase credit cards Retail Customer Claims assists customers with electronic/check fraudulent and merchant dispute transactions on Debit Card, Co- host / Property Manager STR (Virtual Assistant/Social Media Manager) MAY 2020 TO SEPTEMBER 2020 Suites Spots Answer inquiries from guests Investigate and resolve issues raised by Airbnb users. Mediate between Airbnb representatives and guests. Manage listing, Calendar and House rules. Schedule cleaners and maintenance. Senior Case Manager (Team manager) -Airbnb TDCX PHILIPPINES - MARCH 2017 TO APRIL 2020 Cell: - Email:- Sorrento Oasis Bldg. N Unit 317 C. Raymundo Ave Brgy Rosario Pasig City 4089 Molave St Dau Mabalacat 2010 https://khateharlii.wixsite.com/we bsite Investigate and resolve issues raised by Airbnb users. Mediate between Airbnb hosts and guests. Conducts daily/weekly/monthly quality audits of team members’ work on different lines of businesses, i.e. call recordings, email and chat transcripts, real-time side-by-side monitoring, etc. Coaches, trains, and develops your team on a weekly basis or whenever necessary to achieve efficiency and quality performance results including periodic updates we receive from our clients following business-standard practices. Records and maintains the team’s individual and overall performance for reporting purposes based on their manager’s advice. Develops, manages, and monitors KPIs and drives the team to work in meeting and exceeding the expectations of clients. Conducts employee engagement to drive the team’s overall performance – productivity, reliability, and quality; works well with Management to make sure all retention efforts are exhausted in minimizing turnover rate. Monitors and observes the agent's behaviors while on the production floor and to be agile in escalating to HR any deviations for progressive discipline. HARLEY KEITHERINE ORDAS Virtual Assistant/ Social Media Manager/ Team Leader RELATED SKILLS Conflict Resolution Excellent Communication Skills Troubleshooting Service and Support Strong Work Ethic Great Attention to Detail Mediation Communicate both verbally and written Ability to influence internal and external business partners Relationship management ADDITIONAL SKILLS Video editing: Canva Kapwing Clipchamp Imovie Poster adds flyers: Canva Pdf editor Adobe Presentation: Google presentation Prezi Microsoft PowerPoint Slide Presentation Organization/ schedule: Google calendar Trello Airtable Google sheets Google word Google Keeps Social media: Linked in Facebook Instagram Twitter Tiktok YouTube CRM: Zendesk Salesforce NovaGuide G suite Lantern Medallia ZOHO Oracle Netsuite POSITIONS HELD Quality Analyst HOME AWAY SUTHERLAND GLOBAL SERVICES JUNE 2015 TO MARCH 2017 Conducts daily/weekly/monthly quality audits of team members’ work on different lines of businesses, i.e. call recordings, email and chat transcripts, photo moderation samples, real-time side-byside monitoring, etc. Coaches, trains, and develops your team on a weekly basis or whenever necessary to achieve efficiency and quality performance results including periodic updates we receive from our clients Identifies and develops your top-rated agents to be the next leaders of the company. Report to management and Identify Strengths and Opportunities. Customer Service Representative Verizon TELETECH - JUNE 2014 TO APRIL 2015 Answered inbound phone calls from Verizon customers Troubleshooting problems and resolving a range of customer issues from device, To billing, to service concerns. Technical Support Representative COMCAST CONVERGYS - JULY 2013 TO FEBRUARY 2014 Troubleshoot issues of COMCAST customers. Responsible for working closely with higher-level Technicians to understand root causes for repair-related cases. Uses multiple software systems and applications to ensure customer service orders and repair tickets are completed accurately and on-time. Customer Service Representative Expedia AEGIS PEOPLE SUPPORT - JUNE 2012 TO JULY 2013 Be the customer’s primary point of contact through resolution and delight the customer throughout that process Educate customers in best practices for using Expedia applications Meet appropriate productivity and quality levels in support of world-class service standards Assist with process and knowledge base documentation as needed to help further the team’s overall knowledge in support of customers