Jolly Joyce Pingoy

JOLLY JOYCE ONADA CUSTOMER SERVICE |COLD CALLER| VIRTUAL ASSISTANT|TRAINER | SUPERVISOR| DIGITAL MARKETER CONTACT ME AT- dream_joyce17 - Experienced Virtual Assistant, Cold Caller, and Customer Service Supervisor plus digital Marketer with a 13-year track record of effective customer interactions, strong communication skills, empathy, and problem-solving abilities. Committed to building client relationships, resolving problems, and exceeding expectations. Eager to grow in a collaborative team, contribute to company success, and show leadership in reaching common goals. WORK EXPERIENCE CUSTOMER SERVICE ESCALATIONS DEPARTMENT CERTAINLYCX | DEC, 2023 - APRIL 1, 2025 - (MINDBLOOM, PHOTON) S K I L L S S U M M A R Y Customer Service Technical Support Virtual Assistance Telemarketing Team Handling Cold Calling Training Sales EDUCATIONAL BACKGROUND UNIVERSITY OF MINDANAO BACHELOR OF ARTS IN MASS COMMUNICATION | GRADUATE June 2005- April 2009 Concentrates in Multi-media Studied communications in various platforms. LANCom COMPUTER SYSTEM Interactive Computer Studies| 2000 - 2001 Study about Windows and Microsoft applications. Handles escalations tickets from patients and pharmacies. Calls pharmacies to fulfill patients orders Handles emails and chats from patients, clinicians and guide CUSTOMER SERVICE DEPARTMENT SUPERVISOR,TRAINER and QA PHARMASERVE INC | January, 2021- November 30, 2023 Designed effective training programs and determined training needs Manage and oversee team members. Monitor representative performance and provide feedback Train, coach, and evaluate customer service representatives Develop and implement customer service policies and procedures. Recommend, implement, and monitor preventative and corrective actions to ensure that quality assurance standards are achieved. Promote products and services through online channels REAL ESTATE COLD CALLER True Home Buyers | Sept 2020- January, 2021 - PART TIME Conduct day-to-day cold calling and SMS blasting for homeowners. Set up appointments for the acquisitions manager and the home seller. INSIDE SALES AGENT - BUYER | SELLER Nicole Hanson Group of Companies | NOvember, 2020-Sept, 2021 - PART TIME Cold calls prospect clients who signed up for the website. Manage the database to engage leads to real estate agents. VIRTUAL ADMIN ASSISTANT with COLD CALLING CERTIFICATIONS HIPAA Certified AVVISIONARIES LLC | Oct 2018 -Sept, 2020 Conduct day-to-day cold calling and SMS blasting for homeowners. Set up appointments for the acquisitions manager and the home seller. Managed driving for dollars on a daily basis. VIRTUAL ASSISTANT with CUSTOMER SERVICE OAKTREE FINANCING INC| Oct 2017-Oct 2018 Handles applications for denied clients. Send out denial emails and call clients. Manage to charge credit cards of approved applications . CUSTOMER SERVICE REPRESENTATIVE EMPIRE FLIPPERS | Oct 2018 -Feb, 2019 Negotiated contracts with vendors Managed and answers emails and chat from buyers and sellers VA with CUSTOMER SERVICE -SHORT TERM RENTALS and DIGITAL MARKETING SPARETIME INC | Feb 2016 - Aug 2017 Processed reservations, made follow-ups through phone calls, and did email and chat. Assists guests in checking in and checking out. Managed property portfolio using Canva and posted it on rental websites Creates cleaning schedule for the cleaners Managed AIRBNB reservations. TRAINER KAPASERV GROUP | Oct 2015 - Jan, 2016 Creates training plan, modules, manuals and scripts for all Kapaserv accounts nonvoice and voice accounts. Trained agents to be Rockstar agents when it comes to telemarketing and outbound selling. Evaluate agents from training up until nesting for probationary GENERAL VIRTUAL ASSISTANT MYOUTDESK | March 2015 - Oct 2015 Manage CMA (Comparative Market Analysis and created packet listings and set appointments for the client and prospect. Set up daily and a monthly calendar for the client. TEAM MANAGER/SUPERVISOR (RETENTION / CUSTOMER SERVICE) OFFSOURCING PHILS INC | March 2013 - Oct, 2014 Ensure that agents have the knowledge and skills to answer customer inquiries, requests for support, or problems quickly and effectively. Provides reports on various aspects of my team and my agent’s performance to other members of the management team Provides training, managing, monitoring, mentoring, and coaching agents so that they can provide and knowledge to meet customer service and provide career growth. TECHNICAL | BILLING SUPPORT REPRESENTATIVE ATNT VXI GLOBAL SOLUTIONS | May 2012 -Feb 2013 Introduced new Plans and Products for existing plan holders and new subscribers. Troubleshoot subscribers’ issue of ATNT Uverse line. Identify network issue and resolved in a timely manner. TECHNICAL SUPPORT ENGINEER/EXPERT (NETGEAR AND NETGEARCOMCAST) A SYNNEX CONCENTRIX | Nov 2009 -May 2012 Troubleshoot clients' networking issues for within warranty products. Pitched on sales to provide resolution for the clients' concern for outof-warranty products. Identify customer’s issues by accessing their network remotely.