Hilda G. Pancho

Hilda Gamao Pancho PERSONAL PROFILE: Date of Birth Place of Birth Place of Residency Age Height Weight Civil Status Sex Ci zenship Email Address Skype ID Mobile number Landline number. : : : : : : : : : : : : : Sept. 16, 1977 Toboso, Negros Occidental Ubca 3 Upper Baskio Basak, Cebu City-’11 52 Kg. Single Female Filipino-- WORK EXPERIENCE: (PRESENT to PAST) ti fl ti ti ti ti Company Name: Bizmates Address: Headquartered in Japan Posi on: Trainer (part- me with exible schedule) Inclusive Dates: June 1, 2023 to present Main Task: A virtual job, this is an online business communica on school focused on helping Japanese professionals with their business English needs. They are mostly business owners, business execu ves, and managers. We discuss business topics and I assist them to enhance their English communica on skills for them succeed in the global business. I also help them with some business presenta on. Mee ng, nego a ng and email wri ng. Company Name: Javy Co ee Company Address: 1501 Haines Street Jacksonville, FL 32206 United States Posi on: Chat/Email/Social Media Customer Support w/ Logis c Tasks Inclusive Dates: March 1, 2022 to May 15, 2023 Main Task: My clients from the company below (Shine Armor Corp.) are the same with this company, we s ll use Slack but I have more tasks here. I s ll assist customers' concerns via emails and chat. These are the customers from di erent online pla orms like their own website, Amazon, eBay and in social media. My job is not only limited to responding to messages with various concerns. I don’t use macros or templates, all these are personalized responses at least 70 messages per shi . Moreover, I issue refund and discounts, I modi ed customers’ order as requested, and added free items. I also do logis c related tasks like shipping and reshipping lost parcels using our tools called Shiphero and Skubana. At the same me, I document everything I have done in every shi using the assigned documents and spreadsheet. Most of all, I don’t have a normal rest day because I’m required to check emails and orders everyday. Company Name: Shine Armor Corp. Address: 239 2nd Ave South #200 St Petersburg, FL 33701 USA Posi on: Email Customer Support Inclusive Dates: April 24, 2020 to Feb. 28, 2022 Main Task: I assist customers' concerns via emails in various so ware that the company uses like Emanage, eBay, Slack, and Gorgias. I issued refunds and I handled Disputes on PayPal. I also updated tracking informa on on PayPal. Company Name: Venjoin LLC (Home-based work) Address: Main O ce Klamath Falls Oregon USA Posi on: Virtual Assistant Inclusive Dates March 16, 2017 – Oct. 5, 2020 Main Tasks: Assis ng my e-Commerce employer in handing his Amazon account, he sells outdoor/camping products; I reported lis ngs of unauthorized sellers of our products to eBay VeRO department; I handle buyers’ concern by responding to their emails/messages, reviews, feedback; I also handle the social media pages of his business. fi fi ti ti ti fi ft ti tf ti ti ti ft ti ff ft ti ti ti ft ffi ti ti ffi ff ti ti ti ti ti ti ti Company Name: AXA Philippines Address: AXA Regional O ce, Escario St., Cebu City Posi on: Financial Advisor Inclusive Dates: Feb. 26, 2015 – Sept. 30, 2018 Main Tasks: I presented to every possible clients the awesome nancial bene ts of tradi onal and variable insurance. I would also use a so ware presenta on given by our company, depending on the type of prospects I talked to. I needed to close the deal, we were required to submit a case per month, otherwise we would be auto terminated. Company Name: Acadsoc Online Academic Society (an online teaching job) Address: The main o ce is located in Hongkong Posi on: ESL Teacher Inclusive Dates: November 17, 2016 to February 12, 2017 Main Tasks: Teaching English to our Chinese students online, we also used some so ware provided by the company. Company Name: Eperformax Contact Center Address: JY Square Building, Salinas Drive, Lahug Cebu City Posi on Customer Service Associate Inclusive Dates June 15, 2010 – March 16, 2016 Main Tasks: First, I handled eBay sellers and buyers' concerns through phone calls and emails. Then I was assigned to an escala on team who inves gated suspicious accounts of some fraudulent members and we took the necessary ac ons. Company Name: Convergys Corp. Address: I2 Bldg. Asiatown, I.T. Park Lahug, Cebu City Posi on Technical Support Representa ve Inclusive Dates December 1, 2009 – May 30, 2010 Main Tasks: Handling technical concern of the consumers like internet problems, slow browsing, email problems, so ware issues, etc. Company Name: Asia Inc.Sykes Address: Synergis Bldg., F. Cabahug St., Mabolo, Cebu City Posi on Technical Support Representa ve Inclusive Dates July 28, 2008 – November 21, 2009 Main Tasks: I dealt with technical issues such as con gura on of the modem that the consumers were using, so ware, internet and email problems, and some basic troubleshoo ng. Company Name: Bigfoot Global Solu ons Address: F. Ramos St., Cebu City Posi on Outbound Call Center Agent Inclusive Dates: January 18, 2007 – July 16, 2008 Main Tasks: I made calls to the owners and managers of the business establishment to o er our service and set up an appointment with them. ti fi ti ti ti ti ti ft f ti ti ft Elite Machine Inc. Espiritu Bldg., General Maxilom Ave. Cebu City Accoun ng Sta ffi ff ti ti ti ti ti ti ti ft Company Name: Address: Posi on: Inclusive Dates: Sept. 12, 2006 – Nov. 15, 2006 Main Tasks: I balanced the company’s book and their bank, I monitored sales and expenses, and I needed to send a daily report to our main o ce. I also entertained walk-in customers. Company Name: Gaisano South Group of Companies Address: Cor. Leon Kilat and Colon Sts., Cebu City Posi on: Accoun ng Sta Inclusive Dates: April 9, 2003 – Aug. 10, 2006 Main Tasks: I was in the Accoun ng Department that handled accounts payable, releasing checks to the suppliers and preparing payroll. EDUCATIONAL ATTAINMENT: College: University of San Jose Recoletos Bachelor of Science in Commerce Major in Management Accoun ng Graduated October 2001 Secondary: University of Cebu and Mount Carmel College Elementary: Mount Carmel College SEMINARS/TRAINING/ACHIEVEMENTS: I am a passer of the Career Service Professional Examination (Civil Service) taken on April 10, 2005 at the University of the Visayas, Rating : 80.54. This is one major requirement to be able to work in the government. I was able to join some financial seminars when I was a Financial Advisor of AXA Philippines. A member of Life Underwriters Association of the Philippines. We must be updated when it comes to the stock market and other financial related matters. SKILLS AND SOFTWARE: 1. CUSTOMER SERVICE REPRESENTATIVE ti ffi ti ti ff Handling technical concerns from the consumers of the Internet and Phone Service Provider. I worked as AT&T and Time Warner Cable representa ve in the past. ti ti ● Responding to customers calls and emails and these were personalized emails not just templates. ● Handling concerns of eBay sellers and buyers. ● ● I was transferred to eBay Australia Escala on Team. We inves gated fraudulent ac vi es and suspicious accounts. We suspended accounts and reinstated some accounts if proven that those members were not really fraudulent. 2. OUTBOUND SALES REPRESENTATIVE Handling business to business calls. In our team, we called the business establishment and we talked to the owners or managers to o er our Check Guarantee Service. ● I set up an appointment while explaining the purpose and advantages of our service. ● I was required to set up a good appointment per day/shi as these were the metrics we needed to meet, otherwise we would lose our jobs. ● 3. SALES AND TEACHING SKILLS Sharing the importance of savings and the bene ts of having insurance to the people. I explained to them why they must have an insurance policy. ● Handling the concerns of my insurance clients even a er they signed the policy. ● I set up an appointment while explaining the purpose and advantages of our service. ● Teaching English online to our Chinese students. ● 4. ADMIN AND ACCOUNTING RELATED WORKS Handling accounts payable of the department store I worked for in the past. In our Accoun ng department, we also prepared the payroll of the other workers in the selling department. ● I was also tasked to release checks to the suppliers of that department store. ● I also experienced handling other o ce work and balancing the book and the bank account/bank reconcilia on of another company I worked for. ● ● CHARACTER REFERENCES Wilbert R. Rama my previous Team Leader Sales Manager Aquarius Systems Cell. No-- ti ti ti ft ft fi ff ti ffi ti ti Roxanne Merelos Lora my former supervisor in Bigfoot Global Solu on Execu ve Virtual Assistant MyOutDesk Cell no--Khris anne Karla Lacar WorkForce Team Leader Eperformax Contact center Cell no- khris- ti tt ti ti ti ti ti I hereby cer fy that all informa on wri en above is true and correct to the best of my knowledge and beliefs.