Heidi Panopio

HEIDI PANOPIO GENERAL VIRTUAL ASSISTANT ABOUT I am an experienced worker in the BPO industry for years, always passionate in providing customer support in a diverse environment. I am seeking a part-time position in the field of social media and marketing communications where I can apply my knowledge and skills for continuous improvement. I am currently undergoing training at QuickPro Online Training Academy (www.quickpro.site), catching up on today's fast-paced online freelancing demand. PROFESSIONAL SKILLS Phone, Chat, Email Support Transcribing ESL tutorial MS Office Basic knowledge in: Copywriting Shopify Social Media Marketing CRM System SEO Photo/Video Editing Lead Generation Cold Calling WORK EXPERIENCE PART TIME ONLINE ESL TEACHER Bibo Global Opportunity, Inc.| June 2014 - Present Provides a virtual and interactive classroom (lesson material or free conversation) to non-native English speakers Documents lesson notes and coaches areas of improvement to ESL students HOME-BASED, PART-TIME TRANSCRIPTIONIST/EDITOR GoTranscript| Sept 2016 - May 2017 Transcribed audio clips as per client’s specification PERSONAL SKILLS TELSTRA CUSTOMER SERVICE REPRESENTATIVE HP DESKTOP SUPPORT Reliable and professional Organized Creative spirit Time management Team player Fast learner Motivated TeleTech Customer Care Management Philippines | July 2010 - June 2013 CONTACT P: - E:-- SOCIAL facebook.com/heidi.panopio.3 www.linkedin.com/in/heidipanopio Offered excellent phone support for technical and customer service for Telstra, an Australian ISP; and HP in North America Provided sales service for HP PC users for out-of-warranty and out-ofscope services IT SERVICE DESK SPECIALIST Dubai World, ITC, Jebel Ali, UAE | Nov 2007 - Oct 2008 Received and recorded all ITC calls from Dubai business users within Nakheel, DP World, Drydocks World, Istithmar World, Dubai Maritime City, Limitless, and dealt directly with common technical issues, requests and complaints using HP Openview Provided initial assessment of all incidents; made first attempt at incident resolution through basic troubleshooting or remote management of PCs and/or referred to 2nd line support, based on agreed service levels OPERATIONS SUPERVISOR Advanced Contact Solutions, Inc. | June 2007 - Sept 2007 Managed and coached a team of Technical Support Representatives who provided technical support for Verizon Online DSL in the US Handled and resolved customer concerns/complains through diplomacy and effective communication, interpersonal and technical problem solving skills Reported directly to Shift Manager for performance expectations and company standards Generated daily, weekly and monthly report of the team to study each agent's performance trend which includes their internal and external QA, Average Handling Time (AHT), Customer Care Index (CCI) and reliability SENIOR PRODUCT SUPPORT REPRESENTATIVE PRODUCT SUPPORT SPECIALIST PRODUCT SUPPORT REPRESENTATIVE Link2Support, Inc. | June 2004 - March 2007 Assisted and handled escalated calls from a Product Support Representative within the team (exceeding threshold, clients asking for senior technicians and supervisors, route calls to designated departments) Called back Linksys customers to follow-up on pending cases to make sure network problems are resolved Offered technical support through Linksys Live Chat across the globe; did backup email support answering customers' queries and resolving network problems with their Linksys products Provided technical support for Linksys specialty products (VPN and VoIP routers andadapters, print servers, media adapters, wireless cameras, network storages) through voice across North America, UK and Asia Pacific Provided technical support over the phone for Linksys SOHO networking products which includes Linksys wired and wireless routers, Linksys wired and wireless Ethernet/USB adapters for loyal customer located in North America COMPUTER SERVICE ASSISTANT (ON-THE-JOB-TRAINEE) Computer Services, Philippine National Police, National Headquarters Camp General Crame| Nov 2002 - April 2003 Assisted in the design and reproduction of user - interface designs of systems Researched and produced user's manuals as part of system testing and documentation EDUCATION BACHELOR OF SCIENCE IN INFORMATION TECHNOLOGY Batangas State University | June 2000 - March 2004 Philippine Civil Service Passer | Aug 2019 Currently enrolled at QuickPro Online Professional Training Academy (www.quickpro.site)