Jym Chanliongco

Jymeree D. Chanliongco Cluster 36 5H One Hopkins The Cambridge Village Condominium Blk 19, Eastbank Rd. Brgy. San Andres Floodway, Cainta Rizal 1900 - - SKILLS AND QUALIFICATIONS Dedicated customer service professional with over 15 years of experience in delivering exceptional support across various industries. Proven track record in enhancing customer satisfaction, resolving issues, and fostering positive relationships to drive retention and loyalty. Experienced technical support specialist with 6+ years in providing expert assistance for T-Mobile and Dell laptops, computers, and servers. Adept at diagnosing issues, resolving technical problems, and ensuring customer satisfaction through effective communication and problem-solving skills. Results-driven Virtual Assistant with over 5 years of experience in managing Amazon Seller Central operations. Expertise in product listing optimization, inventory management, and customer service, aimed at maximizing sales and enhancing seller performance. Managed product listings on Amazon Seller Central, optimizing titles, descriptions, and keywords to improve visibility and drive sales. Handled customer inquiries and resolved issues related to orders, returns, and feedback, maintaining a high level of customer satisfaction. Analyzed sales data and performance metrics to identify trends and recommend strategies for improved sales and marketing efforts. Detail-oriented claims specialist with over 5 years of experience in processing freight claims for missing, damaged, and incorrect Amazon orders. Collaborated with UPS, USPS, and FedEx to investigate and resolve issues related to missing or damaged shipments and maintain customer satisfaction. Proactive Amazon Seller Central specialist with extensive experience in monitoring account health and performance notifications. Committed to ensuring compliance with Amazon policies and optimizing seller performance to maintain a healthy marketplace presence. Delivered exceptional customer support to Shopify users through Live Chat, addressing inquiries and resolving issues in real-time. Utilized Freshdesk to manage and track customer interactions, ensuring all tickets were addressed promptly and effectively. Developed a knowledge base of common issues and solutions, improving response times and enhancing the customer support process. Collaborated with cross-functional teams to escalate complex issues and implement customer feedback, driving continuous improvement in service quality. Trained new team members on best practices for using Live Chat and Freshdesk, fostering a cohesive and efficient support environment. Detail-oriented Ad-Hoc Data Entry Assistant with a focus on delivery app account management. Experienced in executing menu changes and updates across multiple platforms, including DoorDash, Uber Eats, SkipTheDishes, ChowNow, Mixbowl and Grubhub, ensuring accurate and timely service for clients. Knowledge of open enrollment timelines, deadlines, and the steps required for employees to enroll or make changes. Attention to detail for accurate data entry and record-keeping, ensuring employee choices are correctly documented in the system. Knowledge of any relevant software (Excel, HR Information Systems, benefits platforms) for entering and managing benefits data. Troubleshoot basic issues related to benefits enrollment and payroll deductions, escalating more complex issues to the HR team. Familiarity with FAQ or documentation resources to resolve common employee questions effectively. General awareness of laws and regulations related to benefits and payroll, such as HIPAA (for health information) and FLSA (Fair Labor Standards Act) for payroll. EDUCATIONAL BACKGROUND Sorsogon State University (formerly Sorsogon State College) (2000 – 2006) Bachelor of Science (BS) Mechanical Engineering WORK EXPERIENCE SITEL Philippines Corporation, Eastwood Quezon City Outbound Sales Associate - Chase B2B Credit Cards March 13, 2006 – June 2007 Offers Chase B2B Credit Cards to small business owners to make a sale. SITEL Philippines Corporation, Eastwood Quezon City Quality Analyst - Sales Verifier for Chase B2B Credit Cards June 2007 – June 2009 Listens to recorded sales to verify it if it's a good sale made by the sales representatives. Provides feedback and coaching to sales representatives. Sends daily and weekly reports. SITEL Philippines Corporation, Eastwood Quezon City Customer Service Associate of T-Mobile UK June 2009 – February 19, 2010 Aids and resolves issues for T-Mobile users regarding their post-paid or prepaid lines. Assists on billing inquiry/discrepancies and process credit. Supports sales representatives and enters data of the new customers to the system to complete the sale and active the new plan/service. Resolves technical issues on their phone. Up-sells/offers new products to customers to promote phone data usage. Dell, Eastwood Quezon City Senior Customer Care Associate February 22, 2010 – October 31, 2014 Responds to emails from customers through Dell's website and from Inside Sales Representatives to resolve their issues. Creates cases (Service Requests) and provides updates to the concerned individuals until issue is resolved. Monitors orders made by customers online or with sales representatives. Provides delayed information of the orders and submit expedite requests, if necessary. Send replacement product/orders in case if it's missing, wrong or damaged/defective. Process returns/refunds, concessions and requests exceptions on orders that are outside the Return Policy. Assists on invoice inquiry and discrepancies and process refund requests. Handles escalations and any issues that needs immediate attention/resolution. Customer Experience (CE) Ambassador for the team, promotes best practices in resolving customer's issue to improve CE surveys. Review cases (SR) to avoid misses in resolutions or ownership and determine team member's areas for improvement. Coaches the team member and provide feedback that will also help improve the individual's performance and Customer Experience Survey which is a part of the individual and team's scorecard/metrics. Assists team members and work hand-in-hand to help improve and meet the required metrics/goals in a given timeline. Raises issues regarding Dell's products and discuss it during defect meetings and find resolution to cascade it to everyone in Customer Care. Discuss updates, new policies and governance to make sure all team members are calibrated with the process. Assigns and distributes cases of the team members who are on leave or absent to everyone in the team. Back-up email router and sends daily reports. ADP, Makati Annual Enrollment Specialist in Major Accounts Comprehensive Services December 1. 2014 - April 21, 2017 Project Manager for clients or companies on their benefits Annual Enrollment for three months project completion. Serves as a Project Manager who monitors the progress and success of the client's open enrollment. Coordinates with Regional Managers (ADP), Brokers, Carriers and clients for proper planning, discussions of processes and timelines of Open Enrollment. Analyze company’s different benefits policies to apply it on ADP portal. Walk through clients to ADP portal to upload all the benefits changes. Ensures that Employee Self Service Portal is ready and tested without any issue before the set Open Enrollment date. Reminds clients regarding COBRA compliance and ACA responsibilities (if applicable) to avoid compliance issues. Acts as a liaison for clients, carries, brokers and ADP internal team for smooth and successful OE. Troubleshoots client's payroll and make sure that new deductions reflect on the correct payroll. Provides admin tasks (if needed) and different reports to the clients that will be essential to their Open Enrollment Buddy up with new team members to share best practices for familiarization of the AE process. Handled ACA special project to ensure that all clients comply with the required reports before the yearly deadline that US government set. Been on special project for custom report migration from the old client’s portal to the new one. INFOR PSSC, INC., BGC Taguig Customer Care Representative, Senior April 24, 2017 – Present Assists clients on their support concern by opening support tickets and endorse it to the appropriate support team or updates the support tickets for follow up or additional concern. Reports immediately to appropriate support any known issue that client reports for immediate resolution. Process registration request of clients to access the Infor Support Portal by following strict guidelines for security purposes. Assists on client’s access issue on Infor Customer Support Portal. Act as a company gatekeeper, handles complaints and provides appropriate solutions by proper endorsement of the support tickets. Provides accurate general information on client’s account and support service by using the right methods/tools. Identify and assess internal and external customer’s needs to achieve satisfaction. Monitor call ques to make sure that everyone is available to answer calls and reports any issue that may arise to the System Administrator. Manages the team whenever the immediate supervisor is not available. Handles escalation calls by providing accurate resolution or reaching out to the support’s manager for immediate assistance on customer’s issue. Weekly collaboration with the team for process alignment. Monitors Infor Customer Care Support Mailbox, Incident/Cases and assigns it to team members. Ensures that customer concerns are handled in a timely manner. Trains new Customer Care team members. Created an updated training module that serves as guide for new hires. Manages team holiday off and send this update to immediate supervisor. Took the initiative to attend the Infor Manila Enablement Program trainings for self-development and career growth. Assist team members and Infor colleagues who needs help or guidance using the new customer portal, access issues to the portal, and to the new or updated process even on weekend shift. Gets involved in various discussion every time an issue arises and help formulate a solution. Anticipates issues and events and came up with effective resolution based on previous calls or experience and compiled it for future reference that can also be shared whenever similar issue arise. Freelance as a VA with Different Employers (Part-time/Flextime) Virtual Assistant - USPS and FedEx Claims Eternity Mart Inc July 1, 2016 – June 30, 2024 (Remote) Managed and processed freight claims for wrong, missing, and damaged Amazon orders, ensuring timely resolution and reimbursement for customers. Collaborated with UPS, USPS, and FedEx to investigate and resolve issues related to missing or damaged shipments. Developed and implemented procedures to streamline the claims process. Maintained meticulous records of claims and communications, ensuring compliance with company policies and carrier guidelines. Provided training and support to new team members on claims processing best practices. Data Entry (Upwork) Feb 14, 2017 – Feb 2019 (Remote) Detail-oriented Administrative Assistant with expertise in managing and analyzing credit reports. Skilled in data entry, report generation, and ensuring accuracy in documentation, with a strong focus on confidentiality and compliance. Digital Assistant and Customer Service (Upwork) Aug 2, 2017 – Nov 30, 2021 (Remote) Handled customer inquiries and resolved issues related to orders, returns, and feedback, maintaining a high level of customer satisfaction. Delivered exceptional customer support to Shopify users through Live Chat, addressing inquiries and resolving issues in real-time. Utilized different social media platforms such as Facebook and Instagram and Freshdesk to manage and track customer interactions, ensuring all tickets were addressed promptly and effectively. Personal Assistant (Upwork) Mar 8, 2018 - Jul 18, 2021 (Remote) Managed product listings on Amazon Seller Central, optimizing titles, descriptions, and keywords to improve visibility and drive sales. Handled customer inquiries and resolved issues related to orders, returns, and feedback, maintaining a high level of customer satisfaction. Analyzed sales data and performance metrics to identify trends and recommend strategies for improved sales and marketing efforts. Data entry-move policy from doc to app (Upwork) CyberOne Security Inc. Feb 1, 2019 - Jun 15, 2021 (Remote) Moved policy word documents to the company’s app form. Ad-Hoc Data Entry Assistant Cuboh Softwate Incorporated Apr 3, 2019 – Present (Remote) Managed and executed menu changes across various delivery platforms, ensuring alignment with client specifications and timely updates. Conducted thorough data entry and verification to maintain accurate listings on platforms like DoorDash, Uber Eats, SkipTheDishes, ChowNow, Mixbowl and Grubhub. Collaborated with clients to gather requirements for menu adjustments, providing expert guidance on best practices for optimizing listings. Monitored account performance metrics and provided feedback for continuous improvement of menu offerings. Assisted in the development of streamlined processes for efficient menu updates, reducing turnaround times by 20%. Email Customer Service for ecommerce site (Upwork) Shopify store Apr 18, 2020 - Apr 8, 2023 (Remote) Handled customer inquiries and resolved issues related to orders, returns, and feedback, maintaining a high level of customer satisfaction. Delivered exceptional customer support to Shopify users through Live Chat, addressing inquiries and resolving issues in real-time. Utilized Freshdesk to manage and track customer interactions, ensuring all tickets were addressed promptly and effectively. eCommerce Product Compliance Assistant (Upwork) Fishpond Apr 29, 2021 - May 4, 2023 (Remote) Regularly monitored account health metrics and performance notifications on Amazon Seller Central, identifying potential issues before they escalated. Analyzed performance data to ensure compliance with Amazon’s policies, implementing corrective actions to maintain a healthy account status. Coordinated with internal teams to resolve account health issues, improving overall performance ratings and minimizing risks of account suspension. Stayed updated on Amazon’s policy changes and best practices, ensuring the seller account consistently met marketplace standards. CERTIFICATIONS Basic Computer Skills/Basic Technical Support Certification, Dell, January 201 Conducting Effective Meetings: Principles of Meeting Facilitation, Infor Manila Enablement Program October 2021 Getting Things Done, Infor Manila Enablement Program October 2021 Influence without Authority, Infor Manila Enablement Program November 2021 Problem Solving, Infor Manila Enablement Program November 2021 Speak Up, Speak Out: Principles of Assertiveness, Infor Manila Enablement Program December 2021 Write It Right: Fundamentals of E-mail Writing, Infor Manila Enablement Program November 2021 HONORS AND AWARDS CSMB Bronze Awardee, Dell Senior Customer Care associate, August 2014 • Recognition for meeting and exceeding the metrics and performing other responsibilities aside from the main role Customer Service Associate. Dell Elite Awardee, Dell Senior Customer Care associate • Awardee for being the top performer for the month of January, February and March 2011 and November 2012.