Jellina Rose V. Liwanag

 JELLINA ROSE V. LIWANAG 121 A Consuelo Subdivision, Potol Kawit, Cavite Contact No: - E-mail Add:- Position Applied For: Virtual Assistant /Sales Specialist WORK EXPERIENCE Sales and Customer Service OfficerMicroTech U.S.A February 2015 – July 20165 N. Wabash Ave, Ste. 802, Chicago, IL60602 Gather lead details and update CRM, portals and trackers being used for system reference. Do call outs daily to prospective clients to further discuss services and set an appointment to have company owner do a presentation. Manage all e-mails, voicemails, website and other systems/portals being used. Answer incoming calls to address technical concerns of clients. Submit details for work ticket number issuance. Coordinate technical and client issues with the Technical Team. Answer and provide customer service to all existing and prospective clients. Ensure all leads are contacted on a daily basis. Did administrative work to ensure a smooth workflow and documentation of all calls and concerns. Assist in managing social media and marketing flows. Provide assistance to my counterpart VA for call out schedules. Senior AssociateAltisource Philippines July 2014 – January 20154th, 5th and part of 6th Flr, Two E-Com Bldg, Pasay City Liaise with clients, brokers and contractors to ensure that assistance is provided in all aspects where necessary. Explain rules of the company including but not limited to payments, screening process and finalization of transaction. Organize meetings and viewing schedules. Provides feedback received from clients, brokers and contractors to the management for the continuous improvement of the company. Do outbound calls to reach out to clients and maintain contact. Submit daily reports, excel files for ratings received and feedback provided. Claims Officer – Escalations – Subject Matter ExpertQBE GSSC April 2013 – July 201419th-24th Flr, 3rd Ave., corner 30th St. Net Cube Bldg, West, Taguig City Process all incoming insurance claims and ensure that it is in compliance with the policies and procedures set by the company. Authorise wire transfer and cheque payments made by other officers to policy holders, suppliers and builders for the settlement of the claim, and ensuring that it has been processed correctly and accurately before it is completely submitted for release. Manages complaints and escalation calls and requests for all high profile (Credit Union) accounts handled by QBE Direct Property, which requires special attention and a thorough management to avoid further escalation. Cancel requested payments if deemed to be incorrect and inconsistent with the invoices received. Authorise changes in policy holder’s bank accounts and other basic information requested by other officers for their claim handling. Handles other complaints delegated by Service Managers for VIP and other special membership clients. Did outbound calls to policy holders for CSAT checks and follow ups as well as to provide updates on the status and progress of their claims. Conducts cross training to officers being transferred to the Direct Property Team. Provides assistance to newly hired officers when transferred to operations. Ensure that all delegated tasks are completed and submitted on time. Identifies suspicious or potentially fraudulent claims and handles it accordingly based on the guideline set by the company. Did overtime work voluntarily and as required by the line of business. TelemarketerWATAMI Pte. Ltd. January 2012 – February 2013Raffles City Mall City Hall MRT Station, Singapore Contacted prospective leads to persuade them in availing services/membership offered by the company. Explained current promotions, discounts and offers to prospective clients. Provided options and negotiated with customers to close a sale. Assisted customers with complaints and disputes on services availed. Provided exceptional sales and customer service skills whilst serving as the front liner of the company. Did cold-calling to other prospective clients and referrals made. Processing ExecutiveHongkong Shanghai BankingCorporation January 2008 – October 2011HSBC Bldg Northgate Cyberzone, Alabang Handled incoming calls for credit card accounts with high credit limits. Did up-selling of additional services being offered by the company (e.g. protection plans, insurance, credit controls, secondary credit cards, retail cards, balance transfers). Did credit checks on customers availing for additional/secondary credit cards and additional services to determine eligibility before any new service is processed. Processed payments and credit transfers as requested by the customer. Answered all customer queries on balances, credits and other pertinent information on their accounts. Assisted in training for newly hired executives on the same line of business. Ensured high quality scores for all interactions. Submitted reports for sales monitoring of the team. Did follow up calls to customers to confirm their requests and other services performed. Provided exceptional service whilst reaching targets and customer service satisfaction. Did overtime work voluntarily and as required by the line of business. Attended to customers’ disputes and complaints. eRepPeopleSupport Philippines March 2006 – January 2008PeopleSupportBldg Makati City, Manila Handled incoming sales calls; did selling and negotiations with all eligible customers. Tailor fitted services and products based on customers needs. Provided all relevant information to educate customers on all services offered. Processed new orders and changes as per customers request. Achieved high quality sevice and exceptional sales skills while maintaining targets and providing excellent customer service in each customer interaction. OTHER EXPERIENCE Restaurant StaffShakey’s Pizza and Restaurant August 2005 – February 2006SM Bacoor Mall, Aguinaldo Hwy Bacoor, Cavite EDUCATION Hotel and Restaurant Management Major in Tourism San Sebastian College –Recoletos Member of San Sebastian College Recoletos and Cavite’s theatrical group named TeatroCaviteno and LamparangBughaw, performers within the city and other regions. REFERENCES Available upon request.