Hazel Dones

HAZEL D. DONES 9113 Sitio Aratan Brgy. Pulong Santa Cruz, Santa Rosa City, Laguna 4026 Date of birth: August 15, 1985Mobile: - Email-live:hazeldia_1 Professional Summary Motivated and responsible employee with 8 years expertise in assisting customers with questions and concerns in a fast-paced, team-based environment. Driven and proven successful at achieving established targets and team goals. Personable and professional communicator with fluency in English. Talented at logging detailed information for each call and providing report to Management. Expert at retaining customers by providing accurate information and thoughtful answers. Skills *Customer support/service *Data entry *Microsoft Office*Quality assurance *Gathering information/Research*Verbal and written communication *Social media management*English fluency *Problem-solving skills*Communication skills *Flexibility*Goal-oriented *Self-motivated*47 WPM Employment History Contractor – Appen Butler Hill Pty Ltd. Home-based | March 2019 – Present (Part-time | seasonal) Rate Social Media Ads Determine if a business page was registered correctly on a Social Media Platform Participate with occasional surveys from Facebook Comply with policies and procedures of each project Virtual Assistant for Real Estate Investor - MCS Advocates VA Management Services Home-based | April 2019 - Present Appointment setting Manage client’s calendar/schedule Follow-up calls to interested sellers Data entry Handles outbound / Inbound calls for possible sellers/buyers Business Owner/Operator & Social Media Manager, Charms & Luck PH Sta Rosa City, Laguna | June 2009 – Present | https://www.facebook.com/charmsandluckph/ Manage part time business of making/selling accessories made of semi-precious beads. Manage Facebook & Instagram Page of the business Handles inquiries from clients. Manage/ship orders. Uploads new stocks of accessories. Debt Management Solutions Officer, Citigroup Business Process Solutions Pte. Ltd. Bonifacio Global City, Taguig City | Jun 2017 – Nov 2018 Australian account | Rotating shift Maintain quality assurance procedure Review each application for compliance and quality. Verified data integrity and accuracy. Performed initial client assessment and analysis to begin research process. Responded to customer requests via telephone and email. Review clients' hardship program request. Validate related documents. Approve hardship application. Escalations Officer, Citigroup Business Process Solutions Pte. Ltd. Bonifacio Global City, Taguig City | Nov 2015 – Jun 2017 US account | Graveyard shift Researched complex problems and resolved issues in a timely manner. Maintain quality assurance procedure. Provide assistance for compliance and quality. Completed documentation and logs each day and generated weekly reports detailing activities. Provided elevated customer experience to generate a loyal clientele. Contacted customer to follow up on requests and complaints. Entered data promptly and efficiently with a 100% accuracy rate. Documented all customer inquiries and comments thoroughly and quickly. Answered average of 45 calls per day, addressing customer inquiries, solving problems and providing policies and procedures. Built long-term customer relationships by providing world-class customer service Responded to all customer inquiries thoroughly and professionally. Determined customer needs by asking relevant questions and listening actively to the responses. Worked with the management team to implement the proper division of responsibilities. Investigated and resolved customer inquiries and complaints in a timely and empathetic manner. Handled all customer escalation issues in a gracious manner and in accordance with company policies. Actively pursued personal learning and development opportunities. Customer Solutions Officer, Citigroup Business Process Solutions Pte. Ltd. Bonifacio Global City, Taguig City | Oct 2014 – Nov 2015 US account | Graveyard shift Received multiple positive reviews which acknowledged dedication to excellent customer service. Delivered exceptional customer service by maintaining extensive knowledge of products and services and creating a welcoming environment. Managed wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently. Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly. Managed approximately 45 incoming calls and emails per day from customers addressing customer inquiries, solving problems and providing accurate and helpful information. Fraud Analyst, GE Money Servicing Philippines, Inc. Muntinlupa City | Aug 2012 – Aug 2014 US account | Graveyard shift Analyzed large amounts of data to find patterns of fraud and anomalies.  Reviewed reports and individual transactions that appeared suspicious to uncover possible fraudulent activity.  Contacted customers directly to notify them of fraudulent activity and minimize impact.  Collaborated with team members to discuss fraud trends and brainstorm methods to combat this type of crime. Provided an exemplary level of customer service to all individuals, including clients and company personnel.  Prevented fraud through careful observation and investigation of suspicious and unusual transactions. Effectively managed assigned cases, collecting and documenting details as needed. Operator / Layout Designer/ Social Media Manager, Photobubbly Photobooth Santa Rosa City | Jul 2010 – Mar 2013 Identified new design concepts needed by clients. Designing layouts using Photoshop. Put together realistic budgets based upon costs and fees for effectively operating the business. Trained and developed 3 team members throughout the business history. Used print strategies such as newspaper ads, business catalogs and marketing brochures to bring in and capture new customer business. Used and managed a Social Media Page to Promote the business. Customer Service Representative, GE Money Servicing Philippines, Inc. Muntinlupa City | Mar 2011 – Jul 2012 US account | Graveyard shift Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly. Answered average of 50 calls per day, addressing customer inquiries, solving problems and providing new product information. Investigated and resolved customer inquiries and complaints in a timely and empathetic manner. Learned, referenced and applied product knowledge information. Assisted customers by listening and finding solutions to problems and by making recommendations based on extensive product knowledge. Delivered exceptional customer service by maintaining extensive knowledge of products and services and creating a welcoming environment. Process Associate, HSBC – HDPP Muntinlupa City | Jun 2008 – Oct 2009 US account | Graveyard shift Logged call information and solutions provided into database. Educated customers on product and service details and information. Resolved issues by coordinating with necessary department team. Determined root causes of issues and solved diverse problems to improve business operations and management. Analyzed and escalated complaints, issues and grievances to designated departments for investigation and response. Engaged in continuous learning and development opportunities to promote continued performance improvement.  Education Bachelor of Arts Major in Psychology, graduated 2017 Arellano University – Manila, NCR New Enterprise Planning, completed with High Distinction 2004 University of the Philippines Open University – Los Baños, Laguna Trainings and Certifications The Complete Digital Marketing Course Udemy | Ongoing The Dynamics of Industrial-Organizational Psychology Arellano University - Legarda St. Sampaloc, Manila | October 29, 2016 Six Sigma White Belt Certification Aveta Business Institute | May 29, 2014 Quality Function Deployment Training GEMSPI Plaza A Bldg. Northgate Cyberzone - Alabang, Muntinlupa City | August 23, 2011 Pareto Analysis Training GEMSPI Plaza A Bldg. Northgate Cyberzone - Alabang, Muntinlupa City | November 12, 2011 Process Mapping Training GEMSPI Plaza A Bldg. Northgate Cyberzone - Alabang, Muntinlupa City | November 11, 2011 Fishbone Analysis GEMSPI Plaza A Bldg. Northgate Cyberzone - Alabang, Muntinlupa City | November 11, 2011 TESDA’s Finishing Course for Call Center Agent, NC II HSBC – HDPP Northgate Cyberzone - Alabang, Muntinlupa City | April 2008 Quality and Excellence in Service Training HSBC – HDPP Northgate Cyberzone - Alabang, Muntinlupa City | July 2008