Jeweleen Sune

Jeweleen Suñe EXPERIENCE Bacolod City, Philippines-- PROFESSIONAL SUMMARY Enthusiastic Virtual Assistant with a good grasp of financial, customer service, and administrative requirements. Friendly and motivated team player with a professional demeanor and superior attention to detail. CORE QUALIFICATIONS • Problem Analysis | ProblemSolving | Organizational Skills • Customer Service Orientation | Adaptability | Initiative Strong Interpersonal-Communication skills| Knowledge about • Customer service applications and administrative procedures | Comprehensible and concise written and oral • Communication skills| Able to work under high strength and teamwork| multi-tasking abilities • Travel planning • Scheduling and calendar management • Customer relations and communications • Multi-line phone proficiency • Social media knowledge • Administrative support • Customer and client relations • Chat and Email Support • Zoom adept • Invoice organisation May 2021 - February 2023 Virtual Assistant/ Email/Chat Support |Sleepme | Mooresville, North Carolina • Managing tickets using Zendesk. Answer inquiries via email and chats. • Responded to customer requests for products, services, and company information. • Check order status/ shipment status on various couriers (FedEx, UPS, USPS, Australia post). • Provide troubleshooting steps for customers about the product they purchased • Provide updated delivery status for the customer via (FedEx, UPS, USPS, and Australia post). • Assist Customers in placing an order, providing quoted prices, applying discounts • Assist Customer with missing/stolen parcel • Helped less experienced staff manage daily assignments. • Provided exceptional customer care, resolving queries swiftly and professionally for positive outcomes. • Answered chats and emails efficiently, offering round-the-clock client and customer care. • Received, sorted and directed incoming mail to maintain good communication channels. • Answered incoming customer contact via live chat to resolve issues and enquiries. • Entered and updated customer account data, maintaining accurate and up-to-date records to make information easily accessible. • Followed escalation guidelines to escalate complex issues to relevant staff members. • Raised any website errors and technical problems promptly to minimise disruptions to web chat service. • Logged customer feedback in line with process to help business improve products and services. October 2018 - January 2019 Virtual Assistant |The Farmers Boy Inn • Managing tickets using Zendesk • Answer inquiries via email and chats • Responded to customer requests for products, services and company information • Check order status/ shipment status on various courier (FedEx, UPS, USPS, Australia post) • Provide troubleshooting steps for customers about the product they purchased • Provide updated delivery status for the customer via (FedEx, UPS, USPS, Australia post) • Assist Customer in placing an order, provide quoted price, applying discounts • Assist Customer of missing/stolen parcel • Provide excellent customer service for the customer • Manage shipments and respond to all inquiries for all status orders • Slack • Routing packages • Assists customers to troubleshoot their unit October 2017 - January 2018 Virtual Assistant |STORE MEDIA LIMITED • Managing Social Media Accounts (Facebook, Twitter, Pinterest, LinkedIn and Instagram) Managing • CRM/Email Campaign (Active Campaign, Mailchimp, Explosive Marketing) Managing Google Business, • Booking.com and TripAdvisor Editing pictures through Canva Browsing/looking for properties on sale Input • Manly hours to excel/Updating spreadsheet Managing Trello, Less Annoying CRM, Bombbomb • Communicated with customers via phone and chat to confirm reservation and respond to inquiries • Managed Google calendars to strategically coordinate meetings, appointments and events • Entered data into system and updated customer contacts and information to keep records current • Social Media Customer Service • Manage Facebook Page Answer Customer Inquiries thru Facebook inbox and update spreadsheet • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns • Responded to customer requests for products, services and company information • Collected customer feedback and made process changes to exceed customer satisfaction goals • Recommended product to customers, thoroughly explaining details. April 2017 - July 2017 Customer Service / Virtual Assistant |HELLO BLOOMS • Flower Shop) - Upwork, Providing outstanding and exceptional customer service • Delivery of prompt and professional solutions for customer inquiries via e-mail • Updating order status • Handled inquiries to address customer inquiries and concerns • Collaborated with shipping department to update order status • Increased customer satisfaction by resolving product or service issues • Answered questions and addressed, resolved or escalated issues to management personnel to satisfy customers • Checked with courier the orders for delivery and pickup services for prompt delivery to customers. February 2017 - April 2017 Online Reservation Agent |AMANSALA, Hotel and Resort • Respond to emails, chats and assists with reservations and customer service • Offered friendly and efficient service to all customers, handled challenging situations with ease • Delivered exceptional level of service to each customer by answering to concerns and questions • Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity • Worked with customers to understand needs and provide excellent service • Asked open-ended questions to determine which products or services would be best fit for customer's needs • Remedied issues quickly and within parameters of companymandated policies and procedures • Handled inbound customer chat conversations from various websites. November 2016 - February 2017 Guest Support Services |FREE SPACE, Hotel Space • Guest Support Services Guest Concierge role across 4 properties in a young hotel group in Sydney • Primarily dealing directly with guests, as well as guest booking administration and sales • Phone support / Email requests / Zendesk support Booking changes/modifications Property Management • System Updates Manage Booking thru Airbnb, Answers incoming calls Directs call to guest rooms, staff, or departments through the switchboard or PBX system • Places outgoing calls • Carried out day-day-day duties accurately and efficiently • Increased customer satisfaction by resolving product or service issues • Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity • Asked open-ended questions to determine which products or services would be best fit for customer's needs • Documented all customer information accurately in computer system, providing dated notes for future reference • Handled inbound customer chat conversations from various websites • Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly • Maintained up-to-date knowledge of product and service changes • Educated customers about billing, payment processing and support policies and procedures • Directed incoming calls to internal personnel and departments, routing to best-qualified department • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions • Investigated and resolved customer inquiries and complaints quickly • Assisted customers by listening closely, finding solutions to problems and making recommendations based on extensive product knowledge. February 2014 - October 2016 Customer Care Representative |CONCENTRIX DAKSH | Pasig City, Philippines • Responded promptly and answered/resolved customer inquiries and complaints • Investigated and resolved service issues and/or product problems • Managed customers database accounts, performed customer verification and processed airline reservation • Deal passengers through telephone inquiries • Built long-term, loyal customer relations by providing top-notch service and detailed order, account and service information • Conferred with customers about concerns with products or services to resolve problems and drive sales • Educated customers on promotions to enhance sales • Answered average number of calls, emails and faxes per day, addressing customer inquiries, solving problems and providing product information • Entered customer interaction details in the system to track requests, document problems and record solutions offered • Communicated with customers to assess and address individual needs, providing timely and quality support • Cultivated relationships with new customers and maintained good partnerships with existing clients • Educated customers about billing, payment processing and support policies and procedures • Assisted customers by listening closely, finding solutions to problems and making recommendations based on extensive product knowledge • Responded to customer requests for products, services and company information • Provided customers with best deals and well-researched travel options, successfully negotiating rates while improving customer satisfaction ratings • Maintained operational proficiency in coordinating both international and domestic travel accommodations for customers, arranging for airfare as well as rental car reservations • Maintained currency on airline policies, tariff regulations and travel laws to maximize effectiveness • Provided exemplary customer service to new and existing clients, which helped build lasting relationships and secure new travel assignments • Arranged travel accommodations for couples, executives and special needs clients • Supervised payments via credit and debit cards and handled all sensitive information with professionalism and discreteness. January 2012 - December 2012 Customer Care Representative |TECHNO INFO, Ortigas | Pasig City, Philippines • • • • • • • • • Answer and record incoming calls Provide live voice to handle customer calls Provide chat inquiries Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service Resolved problems, improved operations and provided exceptional service Actively listened to customers' requests, confirming full understanding before addressing concerns Performed duties in accordance with all applicable standards, policies and regulatory guidelines to promote safe working environment Worked flexible hours; night, weekend, and holiday shifts Identified issues, analyzed information and provided solutions to problems. October 2010 - July 2011 Organized Virtual Assistant/Customer Service Representative |TRANSCOM PHILIPPINES, SEARS Canada | Bacolod City, Philippines • Dedicated to improving accuracy and efficiency by maintaining and developing administrative and procedural processes • Focused and communicative individual possessing superb data entry, time management and customer service skills • Offering 4 years of experience providing quality administrative • • • • • • • • • • support to clients., Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services Gather customer's information and determine the issue by evaluating and analyzing the symptoms Built and provided basic end-user troubleshooting and desktop support on Windows, Linux and Mac systems Broke down and evaluated user problems, using test scripts, personal expertise and probing questions Conducted in-depth product and issue resolution research to address customer concerns Collaborated with supervisors to escalate and address customer inquiries or technical issues Submitted service tickets for equipment maintenance requests Increased sales by educating prospects on benefits of products and services in comparison to competitors Documented all transactions and support interactions in system for future reference and addition to knowledge base Served customers in a friendly, efficient manner following outlined steps of service Corresponded with online customers to address questions or complaints about products, policies or shipping methods. November 2007 - July 2009 Receptionist/Telephone Operator |EUROTEL, NOVOTEL | Quezon City, Philippines • Greet guest/ client and provided good services Inform visiting guests about availability of rooms Allocate rooms and hand out keys to guests or room attendant • Answered telephone calls to field inquiries from clients, vendors and various other callers seeking information • Kept reception area clean and neat to give visitors positive first impression • Received and routed business correspondence to correct departments and staff members • Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance • Directed incoming calls to internal personnel and departments, routing to best-qualified department • Monitored and screened visitors to verify accessibility to inter-office personnel • Routed incoming mail and messages to relevant personnel without delay • Checked-in visitors, distributed visitor badges and managed logbooks to comply with security initiatives • Coordinated travel accommodations for staff and out-of-town visitors, including vouchers, agendas and transportation • Resolved customer problems and complaints in a timely manner • Logs all wake-up call requests and performs wake-up call services. EDUCATION Bachelor of Science | Electronics and Communications Engineering Far Easter University, Sampaloc Manila, Philippines