Joshua Jon M. Init
A: North Poblacion Valencia, Negros Oriental, Philippines 6215
P:- | E:-
Summary:
I have often demonstrated that I am able to quickly learn new skills and adapt to a wide variety of responsibilities
that I may face. I have often been commended for my self-awareness which I know helps me evaluate myself in
order to correct mistakes and constantly evolve to become better suited to the role I was given.
Employment Experience:
SOPHI Inc. | Virtual Assistance Agent | December 8, 2014 – September 1, 2015
∙ Document formatting, PowerPoint presentation design, spreadsheet data entry
∙ WordPress website management – blog posting and troubleshooting
∙ Website development project management – launched 4 websites during my tenure; extracted
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specifications from clients and provided briefs to web developer; emailed regular updates to clients;
provided ongoing troubleshooting support
SEO – keyword research, meta tags (title tags and description tags) creation
Website statistics research using Semrush
Email list building and automation using MailChimp and SendPepper
Landing page creation using LeadPages
Creating guides with instructions on how to use various software/tools mentioned above
Creating manuals detailing how to navigate the WordPress admin dashboard, post blogs, add pages, edit
pages, and troubleshoot common problems
SOPHI Inc. | Customer Care Agent - Chat and Email Support| July 24, 2017 - Dec 9, 2018
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Help customers with cancellations, address changes, size changes, item changes
Troubleshoot any issues that may be causing orders to not be processed properly
Provide tracking information and update customers on the status of their orders
Make the customers happy and satisfied
SOPHI Inc. | Quality Assurance Analyst | Dec 10, 2018 - Aug 15, 2021
∙ Evaluate the quality of the agents’ output based on Sophi’s and/or the client’s standards
∙ Provide feedback that serve as coaching and training topics for agents
∙ Bring focus to areas of weakness in order to improve overall processes
SOPHI Inc. | Senior Quality Assurance Analyst | Aug 16, 2021 - July 31, 2022
∙ Establish quality guidelines and create evaluation processes for new accounts
∙ Assist the QA team manager with various admin tasks
∙ Evaluate the quality of the agents’ output based on Sophi’s and/or the client’s standards
∙ Provide feedback that serve as coaching and training topics for agents
∙ Bring focus to areas of weakness in order to improve overall processes
Skills:
∙ Google Sheets functions
∙ Customer Service
∙ Research & Data Entry
∙ Document Formatting
∙ Basic SEO (link-building)
∙ Email Marketing & List Building
∙ Troubleshooting and Problem Solving
∙ Project Management
