Joann Pearl Pacaña

PROFESSIONAL EXPERIENCE Admin Assistant Fitness Business Secrets Podcast February 2020 - April 2020 JOANN PEARL PACAÑA Freelance Virtual Assistant Podcast Producer and Social Media Manager Lead Generation and Appointment Setter Graphic Design and Video Editing Softwares/Apps: Google Suite Apps, Skype, Zoom, Ringr, Veed, WeVideo, Canva, ClickUps, Active Campaign, Hootsuite, Nutritics Outsourcing VA - January 2020 BACKGROUND Ten years of solid experience in the BPO industry working graveyard shift which developed essential skills such as performance coaching, communication coaching, research, reports presentation and team management. Part time freelancing experience for a total of one year while wearing the corporate shoes which intensified multi-tasking skills, survey cold calling, real estate deals, web content creation, graphic design, ESL teaching, research and data entry skills, lead generation, podcast production, and social media management. Real Estate Appointment Setter Survey Cold Caller Softwares/Apps: Slack, Calltools, Microsoft Office, Teamviewer, AnyDesk, Zoiper Assistant Manager | Health Care Services Optum Global Solutions Aug 2017 – December 2019 - Top Assistant Manager for the second quarter of 2018 - Employee Engagement Officer for the entire program - Handled a special project to reduce reship costs for the entire program of OGS Philippines - Handled a team of new hires, tenured, back office employees Unit Manager | Financial Services Convergys Philppines Corporation July 2015 – August 2017 - Customer complaints POC for SMB Wave 9 during OJT/nesting up to transition for one month. - Proposed an action plan that reduced the AHT of the site to hit the client goal of 440 seconds. - Achieved Top 2 Unit Manager for the months of December 2016 and January 2017. EDUCATION Bachelor's Degree in Business Administration major in HRDM April 2016 University of San Jose – Recoletos Cebu City Communications Coach | Financial Services Convergys Philppines Corporation Corporation June 2014 – July 2015 - Top 1 Communications Coach from January to May 2015 - Designed Powerpoint presentations related to communications (active listening, probing, thought organization, etc.) to be used during Communication Clinics in CCT and PST, and as as refreshers for tenured teams in Operations - POC for engagement activities from June 2014 to July 2015, organizing employee engagement Technical / Sales Support Associate Convergys Corporation | April 2010 – May 2014 - Appointed as a Peer Trainer - Took calls and chat as a Technical Support / Sales Specialist - Consistently given the responsibility to floor-walk and provide a helping hand for the Supervisors Part Time Freelancing April 2013 - January 2014 - Web Content Writer - Graphic Design - Social Media Manager (Fundraiser) - ESL Teacher - Research and Data Entry Specialist Technical Support Associate Stream Global Services | September 2009 February 2010 - Took calls as a Technical Support Specialist - Provided troubleshooting for internet connectivity, security concerns, software and partial hardware problems Technical Support Associate Sutherland Global Services December 2008 – September 2009 Davao City - Took calls as a Technical Support Specialist - Provided troubleshooting for internet connectivity, security concerns, software and partial hardware problems