Johnel Alimasa

JOHNEL JUNIO ALIMASA ADDRESS: #31 Pearl Street Ramer Village Mindanao Avenue, Tandang Sora Quezon City MOBILE NO.:- E-MAIL EMAIL ADDRESS:-SK PROFESSIONAL BACKGROUND LAWS INC. PTY LDT. October 2015 – Present Senior Virtual Assistant     Maintaining and updating product listings for 2 online stores through Ecommerce platform. Assist online customers through chat & email on their Order status inquiries. Edit product photos using Photoshop before uploading them on the online store. Product research and listing. REALPAGE INC. Level One Marketing Associate    December 2014 – Sept. 2015 Represents Clients properties and up sell the property’s featured amenities and its benefits to new prospects. Provides prospects with the apartments pricing and availability. Ensure that prospects gets to schedule an appointment with the Local Leasing Team to discuss the leasing and application process. DELL INTERNATIONAL SERVICES INC. Canada Reverse Logistics (Returns Analyst)         Accountable for the ownership and resolution of submitted returns templates from the Consumer and SMB Customer Care Ensures all Incident submitted on the Disposition Problem List gets addressed and endorsed to the Retail Team for dispatch processing Validates proof of delivery for returned goods and provide Receiving approval comments on credit before Finance completes the refund Analysis and processing of the daily returns report including error investigation and correction raised by the Receiving Facility to ensure proper liquidation of returned goods and timely processing of customer credit Logging and processing of return discrepancies and working with internal departments and returns facilities to resolve Coordinates with authorized Dell Receiving Facilities in a timely manner to alleviate the turn-around time for systems/parts capture Participation in weekly conference calls assisting Returns Manager to resolve issues and discuss call-outs related to returns processing Various receiving/returns research, including email escalations from Customer Care, Courier, Tag Team, Dispatch Team, Retail and Logistics Canada Corporate Customer Care (Phone and Email Support)   February 2012 – October 2014 October 2008 – January 2012 Resolves all customer related issues and inquiries for Canadian Corporations. Coordinates with Sales, Manufacturing and Logistics to provide a fast and seamless resolution. US Save the Sales Queue (Email Support) May 2008 – October 2008    Assist customer on their request to return all kinds of Dell orders Identify customers’ reason for dissatisfaction and use it to come up with a strategic plan on how to prevent the return and avoid total revenue loss. Assist Sales Account Manager regarding order return processes and inquiries. US Small and Medium Business    July 2007 – May 2008 Assist the customer in tracking their Dell orders Provides quality customer experience by being professional and taking complete ownership of customer’s concerns. Issues credit and /or replacement if customer’s order is missing wrong or damaged. NCO GROUP / RMH TELESERVICES ASIA PACIFIC INC. TEAM MANAGER – AMAZON.COM May 18, 2007-June 20, 2007  Responsible for managing a team of 15 - 30 customer service representatives in attending customers' inquiry regarding their Amazon.com online purchase.  Provides coaching, mentoring and managing the performance and continual development of each team member.  Conducts training updates on Amazon.com policies and guidelines.  Initiates a Performance Development Program for Agents Quality Improvement.  Assures career growth of agents under the team.  Provide floor support in a daily basis and ensures that Service Level objective is achieved in a daily basis.  Resolves Supervisory calls. QUALITY COACH – AMAZON.COM     Monitors agent’s daily calls and provide coaching to assure adherence to the quality attributes set by the Client. Audits daily concession issued by the agents. Conducts analysis in customer’s feedback to determine areas for improvement. Occasionally takes agent calls to aid the Service Level. LEVEL 1 TECHNICAL SUPPORT AGENT – MSN DIAL-UP/PREMIUM  January 1, 2005 – September 23, 2006 Provides first level resolution for MSN dial-up and Premium customer experiencing problems with connection, installation, features and email when using the MSN Software. CUSTOMER CARE REPRESENTATIVE – AT&T  September 23, 2006 – May 17, 2007 November 3, 2003 – December 31, 2004 Provides resolution for AT&T long distance subscriber experiencing billing issues. GOULD STAR CORPORATION Business Analyst       January 2003 – July 2003 Analyze information, business processes, new systems, financial statements and other legal documents of the company Assisted in the assessment and management of business and risk, made recommendations on improving internal controls and provided bottom-line oriented solutions Participated in special reviews and investigations including employee misconduct Wrote audit reports and presented results to upper management Approves issuance of checks Handled other administrative work NATIONAL MAPPING AND RESOURCE INFORMATION AUTHORITY (NAMRIA) HRD PERSONNEL / Training Assistant    July 2001 – December 2002 Acted as a Training coordinator Assist on trainings and seminars facilitated by the HRD for professional skills development and maintenance of personnel improvements Oriented employees on seminars, existing practices, division operations and other policies   Participated in various outreach curriculums Performed research and other HR related task as assigned EDUCATION Trinity University of Asia AB Communication Arts, Graduate,- National College of Business and Arts High School, Graduate,- National College of Business and Arts Elementary, Graduate,- SKILLS Proficient in various Microsoft Office Applications. Adobe Photoshop & Adobe DreamWearver. Magento E-commerce platform. Quality Customer Service. Quality Assurance. Procurement and Logistics.