Iana Vital

Iana Kristine M. Vital- | - | Muntinlupa City, Philippines EXECUTIVE SUMMARY ● ● ● ● ● Resilient Help Desk professional with 3+ years experience in Email Support, Technical and Help Desk support. 2 years providing Help Desk support to thousands of users worldwide, earning a solid reputation for productivity, complex problem resolution and professionalism Meticulous, accomplished Content Editor with comprehensive experience in writing, editing, and proofreading blog posts, including those for food and beverage, lifestyle events, and advocacies Excellent communication and diagnostic skills, consistently solve problems reputation for productivity, complex problem resolution and professionalism with a strong desire to learn Proactive self-starter known to initiate process and system improvements to increase system stability and staff productivity SKILLS Customer Service | Email Support | Chat Support | Self-Sufficient | Phone Support | Excellent Communication Skills | Cold Calls | Lead Generation | Time Management | Customer Oriented | Data Entry | Administrative Support | Tech Savvy | Strong Interpersonal Skills | Helpscout | Customer Satisfaction | Salesforce.com | Quality Assurance | Empathetic Problem Solver | AWARDS Best in Quality Scores | Best in CSAT Scores | Best in Average Handling Time EXPERIENCE Resume Writer Asia, Singapore, Home Based — Resume Consultant Singapore’s leading resume consultancy service which helps individuals & small to medium businesses in all aspects of their writing & communicating needs November 2017 - Present ➔ Craft comprehensive feedback of CV’s for international clients which leads to a 45% increase in client convertion MoM ➔ Provide email support through helpscout.com for clients to maintain client relationship and customer satisfaction ➔ Provide phone support via Communicator for cold calls, lead generation, and inquiries which increases sales revenue by 25% MoM ➔ Process invoices for purchased packages for new and returning clients TheGreyNomadBlog.Com​ — Content Editor ➔ Perform comprehensive editing services on lifestyle events, food and beverage critiques, and advocacies such as indigenous people ➔ Contributed to the editing, writing, and design of The Grey Nomad Blog articles HOOQ Digital PTE. LTD., Libis, Quezon City — Email Customer Support Sony Pictures Entertainment, Warner Bros. and Singtel’s joint venture that provides video on demand for South East Asia and India July 2015 - June 2017 ➔ Provided a friendly and casual environment while helping customers in navigating and utilizing the mobile app and web platform ➔ Provided basic troubleshooting steps via email and chat ➔ Provide creative responses for Play Store Appbot reviews, Twitter, and Facebook ➔ Provided chat support for customers via Salesforce Desk ➔ Key Achievements: ◆ Created company’s tagline, “Let’s get HOOQ’d” ◆ ⅓ of team that built the Knowledge Base which increased team’s overall quality, CSAT & AHT Scores by 36% ◆ Designed email templates to decrease AHT and increase productivity of team’s overall performance by 22% MoM ◆ Provided free-hand emails that are still being used for the company’s training deck to date Languages: Fluent in English (native), Filipino (native)