Jenny Vee Aguilar Ignacio

EMPLOYMENT HISTORY Email/Chat Support Cartkit April 22 -July 31, 2021 CEO: Jason Bapna JENNY VEE AGUILAR IGNACIO GRAPHIC DESIGNER/ BPO QUALITY ANALYST/ EMAIL/CHAT SUPPORT/ VIRTUAL ASSISTANT SKILLS & ABILITIES - Highly skilled in providing Exceptional Customer Service Phone/ Email/Chat - Experienced in Quality Assurance Monitoring - Experienced in Developing Training Manual - Proficient in MS Word, Excel, Photoshop, Guru, Intercom; Canva - Experience in Graphic design - Fluent in English both oral and written - Detail Oriented -Highly organized CONTACT INFORMATION Email Add:--Sta. Maria, Bulacan, Philippines • Respond to customer inquiries • Tracking customer functional requirements • Build a trust relationship for customer account loyalty and engage customers • Handle customer complaints and provide appropriate solutions • Resolves product or service problems by clarifying the customer’s complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem, following up to ensure resolution • Process orders, forms, applications and requests • Attracts potential customers by answering product and service questions and suggesting information about other products and services. • Generate sales leads • Manage customers' accounts • Maintain customer databases by updating account information • Set up new customer accounts by recording account information • Keep records of customer interactions and transactions Virtual Assistant Anchor Business Solutions September 2010- January 2012 Account: Polo Dental · Handled U.S based customers’ inquiries, concerns and complaints through phone interaction of dental office. · Monitored and updated customers’ accounts, disseminated information via phone. · Handled Inbound/ Outbound calls to set up schedule for patients of dental office based in the U.S. Handled insurance verification of patients under MCNA and Medicaid. · Handled online training for new agents via Skype. Customer Service Representative -Inbound and Email Support CONVERGYS INCORPORATED September 2005-August 2009 Account: Directv · Provided quality customer care support via phone and email for U.S. based customers. · Monitored and updated customers’ accounts, disseminated information, processed orders and payments via phone. · Handled supervisory or escalated calls. ·Assisted in problem solving and brainstorming solutions to existing concerns. International Customer Service Associate CUSTOMER CONTACT CENTER-SOURCE ONE ASIA December 2002 - November 2004 Account: Chevron •Monitored live calls for quality assurance and CSAT grading for new teammates. · One-on-one coaching session with new teammates based on the monitored calls. · Handled customers’ inquiries, concerns and complaints through phone for U.S. based customers. Customer Information Center Agent SONY PHILIPPINES, INC. October 2000- December 2002 ·Handled customers’ complaints, inquiries and concerns through email, phone, fax/letter and walk-ins. · Maintained Customer Information Center and Voice of the Customer database. · Generated weekly and monthly reports from the customers’ database as feedback to the Sales and Marketing department as well as to the management. · Coordinated with Sony Singapore for global activities and monthly report. · Created Training Manual handbook for training purposes of new agents. EDUCATIONAL HISTORY New Era University AB Mass Communications, 2000