Joana Maloles

JOANA MALOLES WORK EXPERIENCE E-commerce Client Support Manager Bedkingdom UK | Jan 2021 - present Deals with customers, suppliers and retailers Create and resolve tickets via inbound calls, emails and chat support Track orders, work with couriers in regards to shipping concerns Amend orders, cancel and refund when necessary Work with suppliers and retailers in resolving customer complaints about the products they received Provide feedbacks to website administrator regarding updates such as, but not limited to, product availability, product information Keep track or refunds, product returns, product replacements via Google Sheets CONTACT ME AT Real Estate Investor Virtual Assistant | Inside Sales Agent Lee's Property | Oct 2020 - present --live:.cid.6a5420ed45733c5d @joanalaudatomaloles @joanamalolesvirtualservices SKILLS SUMMARY Data Entry MS Excel, Word, PPT Google Sheets, Docs Data Analysis and Trending CRM Management Customer Service Coaching & Development Quality Analysis Inside Sales Graphic Design w/ Canva Social Media Management Lead Generation Cold calling Acquisition: Comps and Proposal quote/price offer Follow up on hot leads and seller's contract signing Manage leads list via Google Sheets Nourish warm leads thru follow ups Update and manage CRM Team Leader/Supervisor Team of Experts | T-Mobile USA, Iqor Philippines | Mar 2018 - Oct 2020 Awarded and recognized as a Top Coach/Supervisor for Customer Satisfaction Expert knowledge in BPO common tools such as Citrix and CRMs Handles supervisor/manager calls Analyzes team and individual performance thru data trending Profit & Loss review to effectively lay out plans Coach and develop agents to meet or exceed client's expectations Conducts up-training when necessary Subject Matter Expert | January 2018 - March 2018 Front-line of support to trainee/probationary agents' questions and supervisor calls Assists agents in properly utilizing tools to effectively resolve customer's issue Provides immediate feedback to agents to make sure expected behavior is executed Customer Service Expert | June 2017 - December 2017 Handles inbound and outbound calls Billing query and disputes, upselling, order processing and tracking Customer Service Consultant | Team POC | Cluster C&A Audit POC Telstra, Teleperformance Philippines | May 2016 - June 2017 Supports mobile, landline and internet service for small business owners Billing, orders, new account set up and technical support Oversee a team of 15 agents - provides support and feedback Audits and approve/reject C&A that are above threshold and provide immediate feedback to creator Keep track of C&A in MS Excel and analyze trend Customer Service Consultant Receivables Management | Retention Expert Sprint USA, Stream Global Services | Sept 2014 - March 2015 TRAININGS Real Estate 101 Training and Nesting Virtual Assistance Training V1 Training & Marketing LLC | Oct 12 - 20, 2020 Social Media Management Elevate Tutoring PH | June 30 - July 3, 2020 Peak Performance Coaching Leadership Training iQor Philippines | Feb 26 - Mar 02, 2018 Technical Support - Level 2 HP - IPG MAC, Stream Global Services | July 2013 - November 2013 Customer Service Consultant | Management Support Team| Subject Matter Expert via Chat Support Receivables Management | AT&T USA, Teleperformance Philippines August 2010 - June 2013 Consistent Top Agent awardee EDUCATIONAL HISTORY BS Business Management - Cavite State University Attended SY 2007 to 2008 - Completed 2 semesters BS Electrical Engineering - Technological University of the Philippines Attended SY 2005 to 2007 - Completed 3 semesters