Jovelyn V. Roa

Jovelyn Villantes Roa Customer Service Representative/ Virtual Assistant Summary Organized and passionate Virtual Assistant/CSR dedicated to improving accuracy and efficiency by maintaining and developing administrative and procedural processes. Focused and communicative individual possessing superb data entry, time management problem solving abilities and customer service skills. Work Experience Contact Information Blk 4 Lot 7 Ph 3 Ecotrend Subdivision, San Nicolas 1 Bacoor Cavite, Philippines -- Achievements  Highest NPS Score for Customer Service given on Sept 15, 2016 at Teletech Inc.  Sales Excellence Award given on Sept 22, 2015 at Teleperformance Inc. Customer Care Representative 2019-08 – 2020-08 Teleperformance Inc. -Conferred with customers about concerns with products or services to resolve problems and drive sales. -Updated customer accounts and system database with latest details to support accuracy and efficiency in future interactions. -Assisted call-in customers with questions and orders. -Developed client rapport by promptly processing requests and resolving financial discrepancies. -Managed billing, service and account issues for customers. -Helped every customer by approaching conversations with positive attitude. -Process card replacement, check order. -Process card and account maintenance. Virtual Assistant 2018-11 – 2019-07 Souza10 Real Estate -Review all received applications to ensure the application is complete and all additional necessary information is attached for processing. Ensure application fee(s) are paid. -Process credit and background check. -Review credit reports for payment history and collections. -Send current (and prior if needed) landlord reference for tenant verification. -Verify accuracy of reported income. -Prepare new listings for properties as they come available to rent. -Research current markets rents and history for best listing price. -Prepare lease agreements once deposit to hold is receive. Update property page and tenant page from time to time. -List available rentals on the website. Tenant Screener VA 2018-03 – 2018-10 Virtually Incredible Do Property tax Search for every address that applicants declared. Search for Social Media to check if they have undeclared pets or information. -Call every Landlords declared to verify Residence History. Run and pull up credit report. -Ask and follow up applicants for missing information and documents. -Check if requirements are complete for processing application. -Answer every Property Manager and applicants’ question or concern in a timely manner. - Make sure that no overdue applications. - Make sure that checklist is complete and accurate before sending completion email to the Property Manager. -Answer inbound calls from the applicants regarding with their application. -Refer the applicants to the leasing department if application is for pending approval. -Score the application base on the information gathered. -Asked Property Manager if there are applications that needs them attention. -Send Adverse Action to Letter if application has been denied. Appointment Setter 2017-11 – 2018-02 Rhonda Brown -Dial leads and set appointment for callback. -Transfer valid leads to Rhonda. -Tag every number according to their responses; Not Interested, DNC, Bad number. -Acted as first point of contact and set appointments for prospective clients. Customer Sales Representative 2016-03 – 2017-04 Teletech Inc. - Handle inquiries about internet plan and mobile services. -Gather correct information from the customer to create the right order. -Process order and make a follow up about the connection date of internet. Connect customer to the right department depending on their concern. Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service. -Educated customers on promotional options, sales policies and methods for obtaining desired results from company offerings. -Contacted potential customers to capitalize on sales opportunities. -Conferred with customers about concerns with products or services to resolve problems and drive sales. Customer Service Representative Lead Generation Specialist 2014-01 – 2016-03 JP Morgan Chase -Handle inquiries about customer's card transaction. -Process claims. -Process debit card replacement if the card is lost/broken. -Process funds transfer from one account to another. -Determine if the transaction is fraud. -Transfer customer to the right department. -Process check order. Set customer's card for travel notification Lead Gen: Call potential customer and arrange sales call. -Dispose every after call according to their responses (Bad Number, Not Interested, Transfer, Callback). -Hand over the customer to the live agent if interested. -Set appointment for callback if undecided. Customer Service Representative 2011-12 – 2012-02 VXI Global Solutions Transfer money over the phone from one country to another. - Transfer call to the appropriate Department if customer has any other concern other than transferring money. -Make sure to get the correct information from the customer before processing the request. -Check if customer is fraud. -Provide Reference Number to the customer once transaction is complete. -Transfer customer to the right department if needs some verification. Skills Professional Property Management Research Data Entry Microsoft Office Lead Generation Customer Service Email Handling Phone Support Admin Support Related Quick Learner Resourcefulness Openness Restlessness Education Bachelor of Science: Elementary Education, Sped La Salle University - Ozamiz City Personal Time Management Multi-tasking