Irene Caparas Espinal

IRENE CAPARAS – ESPINAL 313-A Paraiso Street, Velasquez, Tondo, Manila 1013 Philippines - - /--irene_espinal PERSONAL STATEMENT & OBJECTIVE A bright, driven, energetic and hard working individual who is renowned for her high standards of service, focus and commitment to any assigned projects. A creative and inventive thinker, who craves challenges and who is not afraid to work outside her comfort zone. She possesses superb communication skills and is someone who can build up rapport easily, open up clients, find out exactly what they need, and then present them with a wide range of services and solutions. Also pragmatic and results orientated, with a focus on bottom line results, she has a track record of achieving and exceeding the standards of performance set out for any projects. As a highly-motivated team player she consistently aims to push revenue expectations and exceed goals She possesses the real life experience, academic capability and necessary personal skills to succeed in a competitive environment and to sell high value solutions in a consultative manner. Also has a comprehensive understanding and recognition of wider impact of any actions and decisions that she takes. As a sociable person she can hit the ground running, fit easily into any company and work closely with existing employees. As such, she is always eager to join a fast-moving organization that aims to establish a high-performing team from where any member who showed excellence, passion loyalty, hard work and achievement will be rewarded accordingly. AREAS OF EXPERTISE Operational Management Business Development Customer Service Management and Retention Report writing (Busines Reviews) Competitor Intelligence & Analysis Sales Presentations and Business Pitching Leadership Preparation of Business Plans Developing partnerships Proficient Communicator Market research Lead management Professionalism Developing new accounts Pricing strategies Upselling Concepts ande Strategies Highly motivated Product development & Brand Promotion Concept and Product Launch Highly-Organized & Lateral Thinker Staff management (Recruitment/Sourcing, Assessment & Mentoring) Client & Strategic Management Problem solving and Business Analysis Technical aptitude & Administrative skills Recruitment & Staff Engagement Professional Client retention Lead generation Account management Marketing Personal Proactive and Initiator Tactful and Diplomatic CAREER HISTORY COCONUT BOWLS PTY LTD VEGAN SOULS INC. Work from Home Customer Care VA/Social Media Manager MAY 2017 – PRESENT Handles all inbound email customer service inquiries done through Zendesk and Shopify. I am trained to handle shipping, invoicing and billing queries. Keeps track of stock that moves in and out of a particular warehouse via Shipbob, Blade and Shipwire.Worked on a procedure manual and set of FAQs for the organization. Manage Social Media Pages and Ad accounts to increase engagement ad formulate content and marketing strategy. ALEXANDER JEWELRY INC Work form Home – Project Based Social Media Analyst/ Content Writer OCT 2015 – APR 2017 Responsible for creating marketing and communications tool for the organization that is highly focused in terms of content and targeted at a specific audience which is generally jewelry distributor and collectors. Helps in providing an objective appraisal of existing blog posts and identify weaknesses and problem areas. PROPERTY MANAGEMENT SYSTEMS Work form Home Rental Desk/Maintenance Coordinator JAN 2015 – APRIL 2017 Tasked to handle escalated phone/email inquiries on properties actively posted on the market for lease. Prepares necessary screening of submitted applications and lease agreements. Attends to tenants request for several maintenance activities. Records all Invoices and Management Fees via Quickbooks/Xero. Sends out lease fees reminders to tenants/vendors. Submits Weekly Reports for both active and prospective tenants for all properties managed by the company. BALSAM BRANDS PHILIPPINES Work from Home – Seasonal Account Loyalty Supervisor – Front Office SEPT 2016 – JAN 2017 Oversees a team of Customer Loyalty Supervisors (CLS) and manages individual and team performance through real-time support, constant feedback and coaching to meet and exceed Key Performance Indicators (KPIs). Tasked to audit CLS’ output and provide timely and quality feedback to help them succeed. Responsible for effectively handling customer service E-mails and Live Chats by representing the brand and its values to meet Service Level Agreements (SLAs) and handle support queues to ensure that cases are addressed and/or endorsed by appropriate groups in a timely and satisfactory manner.Constantly communicates with various colleagues, managers, and departments across different functions and geographies to ensure customer issues are resolved appropriately and operations are running smoothly. Tasked to ensure accurate and realtime updates of cases in the back-end system as required. DMAI VIRTUAL ANALYTICS INC Work from Home Virtual Operations Team Manager NOV 2013 –SEPT 2015 Overall responsible for day-to-day operations (Online Auction Client) via eBay and Amazon Seller Central, Coordinate, manage and monitor the workings of various departments in the organization. She plays a key role in chalking out the overall operational policy of the Account for both the Virtual and Office Based staff. She works with Department Leaders to formulate suggestions on how to make an optimum use of the resources of the organization (tangible & intangible) to ensure client satisfaction and business profitability. She layouts plan to improve processes and policies in support of organizational goals. Formulate and implement departmental and organizational policies and procedures to maximize output. Monitor adherence to rules, regulations and procedures. Handles end-to end process maps for Recruitment/Sourcing and Operations Business Reviews MyOUTDESK (Work from Home) Chula Vista, CA Leads Virtual Assistant April 2012 – Sept 2013 Handles Lead Generation & Appointment Setting functions for California-based Realtors. Provides necessary assistance in Transaction Coordination for Client’s prospective Sellers & Buyers. Optimizing Lead Capturing functions in several Leads Database Management programs. Facilitated Social Media Presence & SEO functions. Ensures database & Sales/Marketing trackers are updated. Part Time VA to Fulltime Trainer/VA Development Executive Communications (Work from Home) Recruitment Virtual Consultant May 2013 – Sept 2013 Handles a support team to adequately and efficiently respond to inquiries and requests received through incoming calls, live chat and emails including requests for assistance and/or information about recruitment products and services. Prepares/proofreads daily and weekly newsletters to be sent out to active and prospective members. Works with other teams on activities related to Devex’s products and services such as improving website usability and features, and managing processes related to the membership accounts including billing, collection and registration. MAERSK GLOBAL SERVICES LTD. 29/F WYNSUM CORP PLAZA F. Ortigas Jr. Avenue, Ortigas Center Pasig City Senior Process Expert- WCSA Cluster Nov 2010 to March 2012 Providing customers with a sense of ease of doing business with Maersk Line through hands-on execution implementation action and implementation of various inhouse systems, applications and projects from booking confirmation up to container delivery. Also completing either export or import process, complying with SLAs and global process design. Responsible for building and managing (internal/external) close and value-adding country partner and customer relationships. Provides phone (when necessary), e-mail & e-commerce support and attendance. Evaluate and assess constantly work processes within own work area and execute process improvement initiatives. RESULTS GROUP OF COMPANIES. 2/F Silver City Mall, Frontera Verde Compound Cor Julia Vargas Ave, Ortigas Avenue, Pasig City Operations Supervisor April 2008 to Nov 2010 Handles escalated concerns of Virgin mobile prepaid subscriber relevant to top-up, service usage & valueadded subscriptions. Prepares month to date report for individual stack ranking. Coach bottom performers of the team. Prepares impact plan & handles developmental meeting to keep agents motivated in their respective assignment. IREMIT GLOBAL REMITANCE, INC. 26/ F Discovery Center, Ortigas Avenue,Pasig City Deputy Regional Head Jan 2005 to Mar 2008 Responsible for overseeing the transactions handled over the phone for clients in the United Kingdom, ensuring efficient and effective servicing of remittances to beneficiaries and in generating income for the company. Provides replies to Foreign offices inquiries relevant to operations and finance. Oversees Manila contact center operations regarding customer handling, status feedbacks and complaints management. Trains and coach agents for product and service knowledge so as to ensure achievement of set goals. Plays the primary role in setting the local offices in Austria, Italy and France to further strengthen European market reach. CABLE BOX OFFICE SHOWS & SYSTEMS Renaissance Tower D, Meralco Ave Ortigas Center, Pasig City Sales & Marketing Admin Executive June 2000 to June 2004 Handles a support team to adequately and efficiently respond to inquiries and requests received through incoming calls, live chat and emails including requests for assistance and/or information about canned cable shows. Prepares/proofreads daily and weekly newsletters to be sent out to active and prospective provincial partners. Works with other teams on activities related to Cable Boss products and services such as improving website usability and features, and managing processes related to the membership accounts including billing, collection and registration. ACADEMIC QUALIFICATIONS A.V. HERNANDEZ ELEMENTARY SCHOOL Date graduated : March 27, 1992 Honors Received : Salutatorian RAJAH LAKAN DULA HIGH SCHOOL Date graduated : March 27, 1996 Honors Received : Salutatorian LYCEUM OF THE PHILIPPINES Course : Bachelor of Arts in Communication Arts Major in Broadcasting & Public Relations Date : April 14, 2000 Honors Received : Cum Laude WORK FROM HOME CAPABILITIES        Current Internet Provider: GLOBE Current MBPS: 15Mbps Type of connection: WIRED/DSL Primary Computer: HP PAVILLION i5 Back Up Computer: TOSHIBA SATELLITE C640 Current OS? WINDOWS 8 and 10 Licensed AntiVirus: eScan  Business Contigency Plan: A. Globe LTE Pocket Wifi B. 2 Internet Cafes in my area that runs 24 hours Home Office Description: a make shift office under our staircase adjacent to our study area and living room. It has a desktop, my 2 laptops, speakers, printers atop a wooden customized work table that is well ventilated via a dedicated fan  I hereby certify that the above information is true and correct to the best of my knowledge. _____________________________ IRENE CAPARAS – ESPINAL