Jan Michael Gonzales

Jan Michael Gonzales MOBILE: - Email:-Skype ID: live:gonzales.janmichael12 OBJECTIVE: My goal is to become a virtual assistant where I can utilize my skills in sales, data entry, lead generation and marketing, administrative assistant, customer service, office administrative staff, email support, chat support, phone support, appointment setting, order processing and CRM utilization. I am also trained and worked as a Business Processing Outsourcing (BPO) Team leader with strong leadership, communication, and organizational skills. To give an effective and efficient performance that would help the company achieve the desired goals in the business. Strong Leadership and Management Skills with 3 years Supervisory and 6 months of Team Lead Supervisor Experience and has proven Track Record. I have 2 years’ experience as a Virtual Assistant and I am consistent in providing excellent service that meets client expectations. My total job experience is almost 9 years. Success in overcoming challenges and provides support to 15-20 agents. Drive agents and set goals. Always thinks positive and aim for success. Effective communicator and making sure that everyone is involve in the team. Not just to lead but to change people’s lives. WORK EXPERIENCE: (All BPO Experience and Home Based Jobs are Graveyard Shift) World Call International (Home Based Job) February 2018 - December 2018  Team Leader  Outbound Cold calling  Verify lead information  Data Entry  Appointment Setting Broker Match (Home Based Job) June 2007 - January 2018  Outbound Cold calling  Data Entry  Verify lead information  Prequalify leads if they are eligible for refinancing their home mortgage SOURCEVAPES (Home Based Job) November 2016- May 2017  Customer Service  Data Entry  Phone support (Inbound and Outbound)  Shopify Utilization  Zendesk Utilization  Email Support  Technical Support  Back Office  Order Tracking  Refund Tracking  Inventory Management  Order fulfillment Focusinc Group of Companies Virtual Assistant/ Paymaster Worldwide (AMERITEL) (Handle both Inbound and Outbound Calls) September 11, 2015 – October 7, 2016  Data Entry.  Email Support  Technical Support  Back Office  Customer Service  CRM and EPay Back office tool utilization  Handling Support Tickets  Taking Customer Calls (Inbound and Outbound)  Sales Representative and Telemarketer  Process Paymaster Applications  Assist customers with Digital Certificate Installations.  Assist Dealers with Lunex Application  Assist Dealers with Paymaster Application  Assist Dealers with Password Resets for T Mobile Go Smart and Univision.  Assist Dealers with Progressive Application Telesynergy Corporation Team Lead Supervisor (Outbound Sales) (Career Shortcut) October 2014 - September 2015  Assist customers with school program details  Data Entry through Candid Mavin  Sales Representative and Telemarketing  Provide assistance using school search for the program they are interested  Match customers with the schools bases on their illegibility and qualification  Making sure that the customers understand the benefits of furthering their education Convergys Bacolod Time Warner Cable (Inbound) Technical Support Representative/ Tier 1 December 2013 - May 2014  Sales Representative  Tier 2 Technical Support  Cable, Internet, Phone Trouble Shooting Teleperformance Bacolod Expedia (Inbound) Customer Service Representative March 2013 to December 2013 • Telesales which books flights for Northern Americans • changes, cancels or voids flight reservation upon request • searches departure and return flight itineraries for the travelers • reviews itineraries, reads the terms and conditions, reviews policies and procedures of airlines upon check in Transcom Worldwide Philippines Team Leader (Inbound) (Sears Direct / Sears PRS (Parts and Service) July, 2009 - August 1, 2012             Sales Coach Top agent for Sales and was included in the library of outstanding calls for sales Best and Top team for Sales Offered Sears Master Card that is issued by JP Morgan Chase Bank handles the performance metrics of each agent assigned to me process payrolls of each agent under my supervision supports and encourages agents skills and ability to do their job better supports all agents on the production floor for product familiarity guides and answers all matters concerning the product instructs and leads the agents through the correct process of selling takes supervisory calls when a call is escalated assists and coaches 13-15 agents Teletech Bacolod Sprint (Inbound Sales, Customer Service Representative, TSR) (Subject Matter Expert) August 2007- November 2008  Technical assistance and provide instruction on how to troubleshoot phone issues  Sales Representative    Customer Satisfaction and provide excellent customer service Offer phone plans with features and benefits Making sure that the customers are satisfied with the way their call was handled to term business relationship  Top Agent for Sales and was recognized as a Sales Guru. SPECIAL SKILLS AND VALUES:  Excellent Computer skills and usage of Microsoft Office which includes Microsoft Word, Excel, Power point presentation;  Organizational skills which handles stress and works under pressure;  Supervisory skills and good interpersonal skills which easily builds rapport with people;  Advanced Communication skills which can compose precise and brief emails and short messages;  Technical Report Generation which creates reports in multiple formats, including HTML, PDF, and XML;  Productive and maintains fun environment with colleagues;  Open-minded and takes initiative in decision making;  Maintain professionalism at all times;  Sales specialist with total of 6 years and 6 months sales experience  Admin office and admin assistant work experience  Data entry in ZOHO, CRM, ZENDESK, Lunex and EPay Back Office tools.  Order Processing Experience with Sears, both line of business which is Sears Direct and Sears Parts and Services.  Virtual assistant and handling Email and Phone Support for dealers using Paymaster Worldwide Tool which is EPay as their master agent for payment processing under American Telecommunication (Ameritel) for TMobile Products.  Data entry and processing Lunex applications for International Calling Services.  Data entry, school search and matching for Career Shortcut by calling out leads who are interested in furthering their Education Using Candid Mavin as a Tool to match leads with Schools that might meet their future goals.  Trouble shooting Cable, Internet and Home Phone for Time Warner Cable and Basic Trouble Shooting for Mobile Phones under Sprint Service. EDUCATIONAL BACKGROUND: Vocational: (Graduate) Cookery NCII (Lifeskills LaSalle) 2017 TERTIARY: West Negros College (AB English) - College of St. John's de La Salle (BS Nursing) - SECONDARY: Filamer Christian College - ELEMENTARY: Dona Corazon Locsin Montelibano CHARACTER REFERENCE: - Johnson Ciocon FocusInc Bacolod - Marco Devino Transcom Worldwide Philippines - Reginal Bedia Telesynergy Corporation - Hans Heyres Teletech Bacolod -