Ivy Piado

I V Y M A R T I N E Z P I A D O ◆CUSTOMER SERVICE LEAD ◆VIRTUAL ASSISTANT ◆- Davao City, Philippines I have a broad experience in Customer Service dedicated to effective team management and customer satisfaction. I am pro-active, continually doing the finest at present moment. I don’t settle for less and I am never satisfied with my current knowledge so I generally involve myself in tasks which can enhance my skills and challenge me to step into a position that better serves me and the company. P R O F E S S I O N A L Team Lead for HallmarkeCards (Sta. Monica, California) Offsourcing Philippines, Inc., Davao 12/2015 - 7/31/2017 Virtual Assistant for Email Marketing Various 6/2016 – 12/2016 - E X P E R T I S E Customer Service , Performance Management, Team Management, Market Research E X P E R I E N C E ◆ Manages a team of Customer Care Representatives ◆ Develops a Coaching tool and set of guidelines to encourage a high level of performance, resulting to turnaround time for tickets 57% faster. ◆ Coordinates with internal managers and offshore clients ◆ Monitors email responses of 10 accounts ◆ Performs daily statistics tracking ◆ Responds to hot leads and schedule call backs ◆ Produces technical documentation on video tutorials and video blogs sophiepiado S K I L L S Data Entry Email Marketing Lead Generation Visual Presentation Transcription Technical Writing Retention Management T O O L S ◆Responsible in the overall development, updating and maintenance of designated business units, RequiredLTS Pinnacle Holdings, Inc. Davao Present-Balance (RPB) & Table of (Shared Services for NCCC Group of Organization, Job Descriptions, Companies) Performance Management System and 5/2015 – 6/24/2016 the Competency Based System. Human Resource Analyst Pioneer Email and Chat Support for HallmarkeCards (Sta. Monica, California) Offsourcing Philippines, Inc., Davao 4/2015 - 12/2015 Customer Service Representative for JustFab North America (El Segundo, California) Offsourcing Philippines, Inc., Davao 08/2014 – 5/2015 Market Researcher (formerly Western Watts; Orem, Utah) Opinionology Philippines Inc., Davao 03/2012– 05/2012 ◆ Timely resolution of customer’s inquiries via live chat and email. ◆ Contribute with the implementation of marketing strategies and campaigns. ◆ Coordinates with the billing team for processing of refunds and billing statements. ◆ Identify and troubleshoot software and system issues. ◆ Answer phone call queries regarding status of various accounts and attend to problems or complaints from customers. ◆ Assist clients with placing order, checking order status including shipments. ◆ Web, Phone, Mobile Survey Administration ◆ Live Telephone Interviewing T R A I N I N G S Digital Marketing Ko-Lab Business Email Etiquette Offsourcing Philippines, Inc Leadership Training Offsourcing Philippines, Inc E D U C A T I O N UNIVERSITY OF SOUTH EASTERN PHILIPPINES Masters in Public Administration August 2016UNIVERSITY OF THE PHILIPPINES IN MINDANAO Bachelor of Arts in Anthropology June 2004-June 2015