JOCELYN VILLOTA
Customer Support Expert | Virtual Assistant
EMPLOYMENT SUMMARY
Candelaria, Quezon Philippines
Jul 2019 – Present
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-jvillota04
PROFILE
Has wide range of experience in
BPO industry from Customer Support,
voice and non-voice, to Learning and
Development as Trainer and QA.
Professional Skills include Customer
Relationship Management (CRM) and
Net Promoter Score Analysis (NPS).
Also experienced in recruitment,
placement, VISA consultancy, profiling,
appointment setting, teaching ESL
online and now, as VA.
CAREER OBJECTIVE
To utilize my full potential in the
e-Commerce industry as VA while
working in a home office setting.
Customer Support | Virtual Assistant
5 STARS UNITED LLC
Email management and handling.
Receiving phone calls from the customers.
Processing refunds/replacements.
Answering reviews and questions in Amazon market.
Answering messages in social media accounts.
Jul 2019 – Dec 2019 Freelance Online ESL Teacher
51Talk
• Taught ESL to kids, young professionals and adults.
• Documented the progress of each of my students.
• Attended seminars and trainings.
Feb 2017 – Jul 2019
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Client Support Specialist
AUSKILLS Inc. | AUSPHIN Pty Ltd
Presented training visa program to applicants.
Maintained good relationship to business partners in
Australia.
Audited legal and non-legal documents.
Feb 2017 – Oct 2017 Quality Assurance Officer
Orchid Cybertech Services Inc. | iiNet
• Audited call recordings according to the standard
metrics.
• Coached and mentored existing and new employees.
• Facilitated trainings and calibrations.
• Disseminated QA updates and guidelines.
• Prepared and submitted performance and NPS related
reports.
CERTIFICATES
Civil Service
Civil Service Commission of the
Philippines 2012
SAP Software
Arellano University - Jose Abad Santos
Campus 2015 & 2016
COMPETENCIES
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Knowledgeable in Basecamp,
Amazon Seller Central and
Trello
Proficient in English Language
Email Management
Customer Oriented
Great decision-making skills
Attention to details
Positive attitude at work
Thirst for knowledge
Mar 2015 – Feb 2017 Trainer
Orchid Cybertech Services Inc. | TPG Pty. Ltd.
• Responsible in the end-to-end training of the new
employees.
• Updated the syllabus and other training materials.
• Improved the training process.
• Submitted training and performance reports of new
employees.
Nov 2009 – Mar 2015 Customer Service Escalation
Orchid Cybertech Services Inc. | TPG Pty. Ltd.
• Delivered exceptional customer service.
• Email management and handling.
• Provided necessary support to agents on their call.
• Assisted customers in account management, billing
issue and basic technical concerns.
• Prepared and submitted daily reports.
EDUCATION-
Bachelor of Science in Accountancy
Major in Accounting Technology
Arellano University – Jose Abad Santos Campus
Pasay City
