Jhanine Pagatpatan

JHANINE JEANNY PAGATPTAN EXPERIENCE VIRTUAL ASSISTANT Six Eleven Global Teleservices (Philippines) January 2013 – June 2013 Responsibilities Responding to emails and phone calls - NHA Buhangin Village Blk 32 Lot 11 Davao City Date of Birth : January 15, 1994 Nationality: Filipino Languages: Tagalog and English Scheduling meetings Type documents, mail letters, and take notes Provide various levels of customer service Schedule meetings and manage daily calendar Drive traffic to online storefronts Create promotional campaigns and events Find and engage potential customers CUSTOMER SERVICE REPRESENTATIVE Iqor Philippines Inc. (Philippines) September 2013 – December 2013 Responsibilities SKILLS Transcribe recorded calls Online Research Online Data Entry Internet Marketing Customer Service Computer Skills (MS WORD,EXCEL POWERPOINT, GOOGLE MAIL AND CALENDAR, OUTLOOK, POWERPOINT AND BASIC PHOTO/VIDEO EDITING) Answering product and service questions Suggesting information about other products and services. Process Order BILLING AND SALES REPRESENTATIVE VXI Global Holdings B.V (Philippines) April 2014 – May 2016 Responsibilities Process customer payments, maintain customer account records and prepare documentation on installation and service orders. Answer customer questions regarding billing, service problems, products and features. Resolve delinquent account balances. Correct errors and discrepancies on customer billing as necessary. Process order and offer upsell Setting tech appointment for service installation SUBJECT MATTER EXPERT (SME) VXI Global Holdings B.V (Philippines) May 2016 – January 2021 Responsibilities Monitor the performance of respective agents Data Analytics Assist Team Leader to coach agents to perform and improve on all KPIs (i.e conversion, quality, AHT etc.), meeting all the objectives and performance metrics set as per the standards. Evaluate and monitor call handling and agent behavior for progress. Provide floor support / conducts floor walks on a real-time basis to trainees and agents. Monitor a specific set of calls (real-time and/or recorded) and provide feedback to trainees and agents. Assist Team Leaders, Operations Leaders, Client counterparts, the company offers, etc.; in monitoring and improving low-performing agents, and other activities towards attaining the goals. Act as POC for specific teams or duties when necessary. POC role applies in the absence of a Team Leader or when Operations Management assigns the person to a specific team for improvement. Performs Supervisor Take Overs when needed to assist the sales consultants in performing their point-of-sale activity. “TO” activities include: call take over / escalation, administrative override, approvals on certain closing tactics, etc. Perform other duties that may be assigned by the Operations Management team from time to time. RETENTION REPRESENTATIVE Hubble Contacts June 2021 – January 2021 Responsibilities Check Patients prescription Check Doctor’s information Check if the Doctor’s prescription if it’s still valid Check the if the patient is fitted with Hubble Save customer from cancelling their subscription by providing options Answering inquires through email Process customer’s order SERVICE SPECIALIST Hubble Contacts February 26, 2022 Responsibilities Answer BBB Complaints. Respond to customer inquiries, process orders, refund, and answer customer reviews on social media platforms. Send follow-up emails. Check the prescription of the customer if it’s still valid. Check if the patient is fitted with Hubble. Save customers from cancelling their subscriptions by providing options. Answering inquiries through email. EDUCATION 2018 – 2020 Joji Ilagan Career Center Foundation, Inc, Diploma in Hotel, Tourism and Cruise Ship Services 2010 – 2016 Davao City National High School Secondary (Alternative Learning System) 2003 – 2009 P.S Carriedo Elementary School (Elementary) TRAINING ELEVATE VIRTUAL ASSISTANCE SERVICES (THIS IS ELEVATE'S DTI REGISTERED NAME) Certificate in Social Media Marketing and Management Trained to create campaigns on Social Media platforms including Facebook, Instagram, Twitter, Pinterest, YouTube, and LinkedIn. Manage social media planning for the execution of marketing strategies and community management. Implement marketing and promotions tactics that will lead to social media growth and traffic from social media posts. Monitor the online presence of the company's brand. Can assist the marketing team with developing and implementing social media strategies. Maintain strong social media and brand presence across Facebook, Twitter, and Instagram platforms. Utilized social media analytics tools. Write copy for the website and social media platforms. Plan and execute social media campaigns. Measure the effectiveness of said campaigns.