Kuianne P. Sultea

KUIANNE “YAN” SULTEA EMAIL/ CHAT SUPPORT/ VIRTUAL ASSISTANT EXPERIENCE Gotamco Street Pasay City, 1300, Philippines T +63 (918) 294 - 7912 E- E-Commerce Virtual Assistant AUGUST 2023 – OCTOBER 2023 Find & Keep by Yan • Product listing optimization. • Inventory management and restocking. • Efficient order processing and customer service. • Monitoring and improving product reviews. • Market research and reporting. • Advertising campaign management. • General administrative support. PROFESSIONAL SUMMARY Tech-savvy, reliable, highly organized, and self-motivated Virtual Assistant for busy clients to provide technical, operational, and administrative support to their team, to assist you (client) to remain on track with your business needs. She has more than 4 years of experience in a variety of customer support roles while maintaining the confidentiality of data in different industries like IT services, banking, and insurance. Furthermore, she has the willingness to learn everything and exceed your expectations. SKILLS & ABILITIES • • • • • • • • • • • • • • • • Google Suite (Gmail, Drive, Forms, Calendar, Hangouts, Keep, Docs, Sheets, Slides) Microsoft Office 365 Apps (Outlook, Teams, Word, PowerPoint, Excel) Canva, Zoom, Adobe Sign Python, Java, HTML/CSS, C Administrative Support (Email, Scheduling, and Calendar Management Project and Task Management Customer Support (Remote, Technical, Email, Chat, Call) Order Management Documentation and Review Research Ticket Management (Service Request, Incident) Jira, Confluence Kanban Board Database Management (cleaning and maintenance, SQL) Data Visualization: Tableau Excel: Power Query, Pivot tables, vlookup command E-Commerce Virtual Assistant AUGUST 2023 – OCTOBER 2023 South Drops • Reply to customer inquiries. • Product listing optimization. • Monitoring and improving product reviews. • Advertising campaign management. Assistant Manager JUNE 1, 2022 – OCTOBER 11, 2023 Bank of the Philippine Islands, Philippines •Oversee staff, providing guidance, training, and direction to ensure tasks are completed efficiently and accurately • Maintaining a well-organized office environment, this includes equipment functioning, or there is no blocker on the employee's work • Scheduling meetings, appointments, and events, coordinating with other departments or teams to ensure smooth operations • Responding to emails and facilitating communication between different departments or individuals • Filing paperwork, updating databases, and ensuring compliance with record-keeping regulations • Onboarding new employees or staff augmentation, tracking attendance • Handle customer inquiries or complaints, ensuring that customer issues are resolved promptly and satisfactorily • Assist with special projects or initiatives, which involve research, data analysis, and project coordination • Implementing and enforcing company policies and procedures, ensuring that employees are aware of and adhere to these policies • Training new staff members and providing ongoing training for existing employees • Overseeing the use and maintenance of office technology, including computers, software, and other equipment, is essential for smooth operations Data Analyst MARCH 15, 2021 – MAY 31, 2022 Nityo Infotech Services Ph Inc., Philippines • Responsible for collecting data from various sources and entering it into databases or data management systems, this involves ensuring the data is accurate, complete, and properly categorized LANGUAGES KUIANNE SULTEA English, Filipino,“YAN” willing to learn other EMAIL/ languages CHAT SUPPORT/ VIRTUAL preferred of the client. ASSISTANT EDUCATION MAPÚA UNIVERSITY, BS Electronics Engineering • Cleaning and preprocessing data to remove errors, inconsistencies, and duplicates • Maintaining a structured and organized data repository is essential. This involves creating and managing data directories, folders, and naming conventions to facilitate easy access. • Documenting data sources, data transformation processes, and data definitions • Ensuring the security and confidentiality of sensitive data • Managing user access to data and databases, assigning permissions, and ensuring that only authorized individuals can access certain data sets. • Determining data retention policies and ensuring that data is retained or deleted according to legal and organizational requirements. • Providing training to employees on data-related tools, best practices, and data governance policies • Providing training to employees on data-related tools, best practices, and data governance policies • Collaborating with other departments and teams to understand their data needs and ensuring that data is made available to them in a format that suits their requirements. • Identifying and resolving data-related issues, such as database errors, data processing problems, or data integration challenges. • Staying updated on industry best practices, emerging technologies, and tools to improve data management processes and analysis capabilities. Life Insurance Agent MAR 2021 – JUL 15, 2023 Pru Life UK – GOLDSLIA, Makati, Philippines • Meet personally or virtually with clients to assess their financial situation to present a financial plan that includes both short- and long-term financial goals. • Help clients with financial planning decisions for retirement, education, day-to-day expenses, and investments. • Meet regularly with clients to assess how life changes such as marriage, job change, or the birth of a child will affect the client's financial plan. • Reach out to prospective clients and build a strong customer base. • Often travel or work non-traditional hours to meet with clients in their homes or businesses. • Offers financial planning classes or seminars to reach out to potential clients. Technical Support Representative JULY 2019 – NOV 15, 2020 Accenture Philippines Inc., Taguig, Philippines • Resolving issues raised by customers or internal users. Creating, updating, and managing support tickets or service requests in a ticketing system. This involves accurately documenting the issue, tracking its status, and ensuring timely resolution. • Responding to emails, phone calls, or chat messages promptly, providing status updates on issues, and ensuring clear and effective communication • Prioritizing support requests based on urgency and impact. Scheduling appointments or assigning tickets to appropriate team members. KUIANNE “YAN” SULTEA EMAIL/ CHAT SUPPORT/ VIRTUAL ASSISTANT • Keeping detailed records of support interactions, troubleshooting steps, and solutions. create a knowledge base, track recurring issues, and provide historical context for ongoing problems. • Generating reports on support activities, including ticket volume, response times, resolution rates, and customer satisfaction scores. • Ensuring that escalation procedures are followed helps resolve complex issues efficiently. • Contribute to or maintain a knowledge base of frequently encountered issues and their solutions • Assisting in the training and onboarding of new support team members, including explaining procedures, tools, and best practices. • Performing quality checks on support interactions, ensuring that customer service standards and technical accuracy are maintained. • Staying up to date with the use of support-related software and tools, such as remote desktop software, diagnostic utilities, and ticketing systems. • Collaborating with other team members or departments to resolve complex issues or share knowledge and expertise. • Collecting and analyzing feedback from customers to identify areas for improvement and enhance the overall quality of support services. • Monitoring personal and team performance metrics to identify areas of improvement and ensure that support goals are met.