Contact-
www.linkedin.com/in/ireneopeńa-b (LinkedIn)
Top Skills
Interpersonal Skills
Help Desk Support
Troubleshooting
Irene Opeńa
General Virtual Assistant and Customer Support Specialist
Philippines
Summary
My name is Irene, a previous Customer, and Technical Specialist
for 10 years. I have years of experience working as Social Media
Support in an e-Commerce & Drop shipping company and General
Virtual Assistant in a Real Estate Brokerage. I am a multi-tasker,
disciplined, motivated, and adaptable person. I respect my
commitments that's why I am a responsible and reliable person. Very
loyal and effective when doing my work. Try me and you will see how
organized and detailed I am.
Experience
Union Square Property Management
General Virtual Assistant
February 2020 - Present (3 years 10 months)
New York, United States
• Sending interview invites to applicants who want to be licensed Real Estate
Agents
• Post advertisements on a series of websites (Apartments.com, Facebook,
Renthop, OLR)
• Texting applicants, we have hired and welcomed them
• Forwarding leads to the company’s Real Estate Agents
• Texting and emailing interested clients to become a tenant
• Respond to emails from Amazon customers
• Process refund requests to Amazon customers.
• Updating apartment listings on the company’s platform/website
• Screening of applicants’ resumes on Indeed and Backstage
• Screening of onlinejobs.ph applicants' resumes and shortlist them.
• Collating by the owner listings on StreetEasy.com
• Create job posts on Indeed & Backstage.
• Review of landlord’s listings are timely posted on StreetEasy.com
• Review and evaluate interviewees’ Google form responses.
• Emailing listing owners if they’re interested to have their apartments
advertised, and rented.
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• Update the company's spreadsheet for listings vacancies.
• Sending new agents process to complete before they start the training as
Real Estate Salesperson.
• Communicate with senior real estate agents
• Create an exclusive broker agreement
• Create label makers
• Updating Zoom details every week for the manager to use for the interview.
• Sending Zoom invitations to applicants and reminding them of the interview.
• Handled a small team of Sales Lead Generators who are calling landlords.
eCommerce & Drop Shipping Company
Social Media Customer Support
March 2019 - September 2023 (4 years 7 months)
• Answer customers’ general inquiries on Messenger (order tracking & product
inquiries)
• Manage customers’ questions and comments on Facebook pages and store
advertisements.
TalentPop
Sales Administrator
March 2022 - June 2022 (4 months)
• Work closely with Sales Development Team to create and organize
processes.
• Help onboarding new Sales Development Representative.
• Create SOPs / Training around the sales process.
• Help out with Administrative Sales / CRM / Email automation tasks.
Telstra
9 years 11 months
Customer and Technical Support Representative
November 2008 - September 2018 (9 years 11 months)
• 03-Nov. 2008 - 19 Nov. 2012
Telstra-BigPond where I became front-of-house support, skilled to handle
internet connection issues of the customers. Handled multiple lines of work
such as; (ADSL, Cable, Wireless, Dial-Up & Security software)
• 19 Nov. 2012 - 30 June 2013
Joined CET or Customer Excellence Team known as Service Recovery
Group skilled to handle repeat callers. Customers who called in for the same
technical issues for the last 7 days.
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• 01 July 2013 - 31 Dec. 2017
Promoted as Broadband Specialist, known as BBS. We were trained to
support ADSL escalations from front-of-house agents. Handling level 3
escalations from unresolved issues of the customers with their internet
connection.
• 01 Jan. 2018 - 17-Oct. 2018
Transferred to Mobile Assurance after BigPond’s closure. We were then
tasked to support and assist customers with the prepaid and postpaid technical
issues of their mobile phones.
Broadband Specialist
July 2013 - December 2017 (4 years 6 months)
Philippines
• Supports ADSL escalations from front of house agents. Handling level 3
technical escalations from unresolved issues of the customers with their
internet connection.
Service Recovery Group
November 2012 - June 2013 (8 months)
Philippines
• CET or Customer Excellence Team known as Service Recovery Group
skilled to handle repeat callers. Customers who called in for the same
technical issues for the last 7 days.
Technical Support Representative
November 2008 - November 2012 (4 years 1 month)
Philippines
• BigPond account where I became a front of house support, skilled to handle
internet connection issues of the customers. Handled multiple lines of work
such as; (ADSL, Cable, Wireless, Dial-Up & Security software)
TeleTech Philippines
Technical Support Representative
September 2008 - September 2018 (10 years 1 month)
Technical Support Representative – Telstra
28 September 2008 – 26 September 2018
• 20 Sept. 2008 - 03 Nov. 2008
Sprint where I was trained to assist billing inquiries of the customers.
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• 03-Nov. 2008 - 19 Nov. 2012
Telstra-BigPond where I became front-of-house support, skilled to handle
internet connection issues of the customers. Handled multiple lines of work
such as; (ADSL, Cable, Wireless, Dial-Up & Security software)
• 19 Nov. 2012 - 30 June 2013
Joined CET or Customer Excellence Team known as Service Recovery
Group skilled to handle repeat callers. Customers who called in for the same
technical issues for the last 7 days.
• 01 July 2013 - 31 Dec. 2017
Promoted as Broadband Specialist, known as BBS. We were trained to
support ADSL escalations from front-of-house agents. Handling level 3
escalations from unresolved issues of the customers with their internet
connection.
• 01 Jan. 2018 - 17-Oct. 2018
Transferred to Mobile Assurance after BigPond’s closure. We were then
tasked to support and assist customers with the prepaid and postpaid technical
issues of their mobile phones.
Education
University of Saint La Salle
AB-Mass Communication & AB-Psychology · (2001 - 2005)
Doña Hortencia Salas Benedicto National High School
High School Diploma · (1997 - 2001)
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