Kent Chibe Ordona

KENT CHIBE Y. ORDOÑA Address: Buenavista, Agusan del Norte Mobile: - E-mail:-Can start immediately CAREER OBJECTIVES To pursue a position where I can utilize my qualifications in fulfilling my goals at the same time, providing me with challenging opportunities in enhancing my working skills and attitude towards my chosen field. STRENGTHS & SKILLS • • • • • Over 10 years as a customer service representative Excellent in English communication Can deal effectively with multicultural clientele Good interpersonal and rapport building Computer literate MS Applications, Google Suite and CRM • • • • • 3 years office admin experience Proficient in filling records Highly Organized & Driven Time Management & Multi-Tasker Fast learner and always eager to learn new skills EDUCATION Bachelor of Science in Commerce Major in Management Holy Name University Bohol, Philippines- PROFESSIONAL EXPERIENCE Customer Service Representative/ Virtual Assistant HornBlasters Inc. Tampa, FL November 2021 – April 2022 • Answer incoming calls, email and chat inquiries from the company website, social media platforms, Amazon, and eBay • Create order in Shopify and process payment over the phone • Check order status and help customers with shipping/delivery concerns • Assist customers with cancellation, returns, warranty replacements and refund requests • Assists customers with basic technical concerns or queries • Update client information list and other administrative tasks assigned Virtual Assistant BizScale New York, NY February 2021 – November 2021 • Find prospects thru LinkedIn and other social media platforms • Profile prospects and make sure that prospects qualify with the target persona and industry • Manage spreadsheets and update them from time to time • Respond to emails and phone calls • Send cold email thru Mailshake • Update Pipedrive and monitor agent’s tasks status in click up • Manage contact lists and respond to clients’ inquiries • Perform various administrative tasks as requested by my manager and perform market research • Was also assigned to do the administrative tasks for our clients- Scaped and Perceiver AI Fraud Specialist Synchrony Financial Cebu City, Cebu October 9, 2019 – December 8, 2020 • Receive calls from clients with fraud alerts, declined cards, and calls transferred from customer service with fraud-related concerns • Assess accounts with fraud alerts and or fraud restrictions • Incharge of the second-level account security verification • Identify authorized and unauthorized charges with the customer • Assists customers in filing fraud claims and answers inquiries regarding their existing fraud claims • Review, process and approve or decline new and pending credit card applications Customer Service Representative Synchrony Financial Cebu City, Cebu October 2017 – October 2019 • Answers customers’ inquiries about their credit card account • Assist customers with their payment, gave payment options if needed, and help customers with payment arrangements • Do account maintenance such as updating address, phone numbers, and adding additional cardholders • Assist customers with billing concerns and help them file disputes • Assist customers with their purchase returns, refunds, and exchanges to the merchant or seller Administrative Assistant cum Customer Service Representative Arch Gate Real Estate Business Bay, Dubai, UAE May 2016 – July 2017 • Answer client inquiry, receives leads, prequalify leads and distribute to the assigned brokers • Managed brokers and company owners’ schedules and appointments • Attend developer’s new project launching and training • Incharge of communicating broker’s or client’s concerns to the developers • Schedule property viewing and assist clients if brokers are not available • Prepares MOA, NDA, invoices, and other pertinent documents • Incharge of all office permit applications and renewals • Incharge of maintaining company CRM, website, portals, and social media accounts • Incharge of hiring and training new employees and visa processing • Facilitate broker’s training for new rules and regulations or updates on new projects • Send weekly and monthly financial reports to the management Administrative Supervisor Automation Line Trading and Edge Metal Doors Windows Making & Fixing Al Qusais, Dubai, UAE March 2015 - April 2016 • Responsible for answering clients’ inquiries and concerns • Calling new possible clients and introducing our company’s product, and services • Prepare and send SOA, quotations, purchase order, sales invoice, and delivery notes • Responsible for the logistical processing of client’s orders • Develop, maintain, and update files, databases, records, and other documents • Maintain calendar and appointments and process visa applications for overseas travels • Purchase of office stationeries and ensuring proper requisition and controlling of office supplies Subject Matter Expert Citibank North America - (Customer Service and Billing Department) Convergys Philippines Corp. – Cebu City August 2014 – February 2015 • Assist unit managers in making sure that the team will be able to achieve their monthly scorecards • Listen to agents’ calls and give feedback on the opportunities that they need to work on • Give scorecard daily updates to the agents and cascade important updates with the policies and procedures of the company • Help the management in maintaining our daily, weekly, monthly, and yearly goals • Conduct communication coaching to the assigned team Customer Service Representative Citibank North America - (Customer Service and Billing Department) Convergys Philippines Corp. – Cebu City May 2013 – July 2014 • Provide comprehensive and quality customer care at all times • Provide an appropriate and accurate response to customers’ billing concerns • Help our clients with their account maintenance and merchant’s concerns • Make sure that our clients are up to date with their statements • Offers credit card upgrade to existing clients and offer new company products Building Administrative Assistant Woodcrest Residences – Primary Properties Corp. Cebu City, Cebu July 2012 – March 2013 • Assist in providing timely response and resolutions to unit owners’ complaints • Assist in ensuring the availability of materials, supplies, tools/ machinery • Provides assistance in the enforcement of Company & Bldg. House Rules, Policies, and Restrictions • Provides assistance in conducting regular facility inspection • Assists in general office organizing, filing, and posting pertinent documents and permits. • Provides assistance in remittance of collections & transmittal of documents, materials, tools/equipment Customer Service Representative Sprint Account- North America Convergys Philippines Corp. – Cebu City August 2010 – March 2012 • Help customers with their billing issues and payment assistance • Offer additional phone lines or phone upgrades to clients • Assist customers in their devices with basic troubleshooting Customer Service Representative Expedia Travels Account- North America Aegis People Support – Cebu City June 2009 – June 2010 • Assist customers in booking their flight, hotel, or vacation package • Help customers rebook their flights and hotel reservations, give options to customers if in case their flight got canceled or delayed • Help customers with any request to change their flight or hotel reservation and communicate to the supplier if they have a special request upon check-in Professional Reference available upon request.