JENNIFER BURNS
LOPEZ
VIRTUAL ASSISTANT
PERSONAL
PROFILE
Self-motivated and result
driven individual with more
than 9 years of significant
experience in customer
service and various roles in
logistics industry.
SKILLS
Excellent in both written and communication skills.
Excellent problem solving and analytical skills.
Excellent team player and strong individual worker with a
willingness to learn.
Ability to work under pressure and multi-task.
Ability to follow instructions and deliver quality results
Highly adaptable; thrive on challenges and excel in new
environment.
Highly professional-dependable, reliable employee who can
work as many hours per week as necessary.
WORK
EXPERIENCE
EDUCATION
Flockfreight, California, USA - Logistics Coordinator
Adamson University
Bachelor in Secondary
Education,2008
JULY 2016 - PRESENT
Manually creates shipments, assigned carriers and
dispatched shipments.
Forwards client-related quality and service issues to the
appropriate manager for resolution.
Communicates all emergencies, delays due to weather and
carrier schedule changes to customers and supervisors.
Coordinates rush orders and orders changes.
Acts as a liaison between carriers and customers.
Produces bills of lading and updated shipment status
information.
Monitors shipments to guarantee on-time delivery.
Notifies carriers for any disputes and for following up on
other missing documents needed for billing.
Responsible for reviewing and attaching documents that
carriers submit for billing.
Real Estate - Virtual assistant
JAN 2016 - JUN 2016
Ad listings on Craigslist and Backpage.com and updated listings on the
company’s website.
Answered customer inquiries via phone and email.
Appointment Setting.
Provided daily productivity.
Nomorerack/Choxi - Customer support
SEPT 2013 - DEC 2015
Verified and updated customer information and online orders.
Answered customer inquiries via phone and email.
Tracked shipments and updated order status information.
Processed cancellation and refund requests.
Generated return labels for returned orders.
Monitored open and pending tickets on Zendesk.
24 7 Customer, Philippines - Chat and back end support
APR 2012 - JUNE 2013
Handled inbound chats from a website for an Australian Telco regarding
customers' inquiries about their accounts.
Familiarization of tools needed to provide best options for customer needs.
Provided real-time resolution to customers’ concerns and complaints
through chat or email.
Provided clear and concise instructions for troubleshooting basic technical
issues.
Provided detailed billing explanation to customers and sufficient
adjustments when necessary.
Provided proper documentation regarding what transpired at the
conversation or changes made into the account.
24 7 Customer, Philippines - Retention/Customer support
SEPT 2011- APR 2012
Responsible for updating customer information from the main database over
the phone or via email.
Provided further investigation regarding missing points, promised credits on
customers' accounts.
Responsible for sending reports regarding misleading information about
products and services offered by sales reps and dealers to customers.
Responsible for providing best options to retain customers who are
threatening to cancel their accounts.
24 7 Customer, Philippines - Mobile Business Executive
JUL 2010 - SEP 2011
Handled inbound phone calls coming from business customers regarding
their mobile accounts.
Provided clarification and detailed explanation regarding customers' mobile
bills (charges, plan inclusions and exclusions, billing cycle, bill issue date, and
account balance).
Handled customers’ payments and payment extension requests.
Updated customer accounts and assisted customers regarding self-serve
option.
Offered free upgrade and services to eligible customers.
