Jonnabel Bathan

Education History ADAMSON UNIVERSITY B.S. Nursing 2006 – 2008 Work Experience CUSTOMER SERVICE WNW JANUARY 2024 - PRESENT SHOPIFY VA Jonnabel Bathan VIRTUAL ASSISTANT Responded promptly to customer emails and inquiries regarding orders, products, and shipping. A highly talented, detailed oriented virtual assistant with over 10 years of experience providing exceptional support to Clients and has an excellent communication skills and a commitment to customer care. Resolved ordexr-related concerns including tracking issues, returns, and refunds through the Shopify dashboard. Collaborated with the fulfillment team to resolve delays and ensure timely delivery Expert Skills Customer Service Documentation/MS Office Organizational Skills Communication Skills . Monitor and Respond to customer’s complaints, and reviews Offer support, refunds, replacements, free product or store credit if necessary Handled payment discrepancies and ensured smooth transaction processing. ADMIN STAFF DASH LIVING SINGAPORE FEBRUARY 2022 - SEPTEMBER 2024 Manage and update hotel policies, procedures, and documentation Maintain and organize guest information, financial data, and operational records within the hotel's systems. Prepare reports on occupancy rates and check in forecast Ensure accurate data entry for all transactions, bookings, and vendor relationships. Respond to guest reviews on platforms like TripAdvisor, Google, or Facebook, addressing positive feedback and resolving negative reviews. Gather and analyze feedback from guests through online surveys or reviews to improve hotel services. Handle administrative tasks related to hotel’s Door Access Management VIRTUAL ASSISTANT MARCUS SIPOLT BLINDSIDE JANUARY 2022 - JUNE 2023 Schedule and confirm client's appointments Manage email and calendar Add Contacts to HubSpot DENTAL VIRTUAL ASSISTANT JARED WILLIAMS DDS PLLC SEPTEMBER 2017 - DECEMBER 2021 Answer phone calls emails texts and chats Schedule patient's appointments Call Doctors and patients for post-op Organize files, patient sheets, and consent forms without violating private data Create invoices Request and follow up equipment orders Offer dental online courses Create presentation for online courses Manage Instagram and Fb posts Research and Documentation Transcribe you tube videos Make travel arrangements Design t-shirts, caps, masks etc. (promotions give away) OPERATIONS TEAM LEADER Alorica Inc. October 2015 – May 2016 Lead, supervise, and motivate team members to meet performance targets Prepared detailed reports Take supervisor calls Facilitate calibration calls with agents Provide coaching on agent’s behavior and performance rating Send daily reports on agents Sales and AHT Monitor attendance, productivity, and adherence to company policies. Conduct performance appraisals Analyze performance data to identify areas for improvement Implement corrective actions if team members are not meeting goals or expectations Provide refresher training QUALITY – LEAD ASSOCIATE WNS Global Services Philippines Inc. July 2009 – March 2015 Audited calls and provided feedback to agents Sent quality reports and analysis Acted as Assistant Manager for more than a year (October 2011-September 2013) Supervised quality analysts Gave feedback and coaching to Quality Analysts on their performance and behavior Mentored new hire (QA’s) Facilitated calibrations sessions with the client Facilitated Refresher trainings Attended client meetings and conference calls (Weekly and Monthly Business Reviews FRONT-LINE AGENT FOR A TRAVEL ACCOUNT Advanced Contact Solutions April 2008 – July 2009 Booked and reissued tickets Assisted customers over the phone with their booking Provided travel advise to customers and answered their questions on their travels and bookings Trainings Attended Root Cause Analysis Failure Mode Effect Analysis Process Mapping Toolkit Youth Leadership Development Training Basics of Lean Six Sigma (White Belt) ISO Awareness Basics Coaching and Feedback Training Assertiveness Training Time Management