Lara Katrina Mandawe

Lara Katrina Mandawe Customer Service/Virtual Assistant MY PROFILE CONTACT --/Lara.katrina2 /in/lara-katrina-mandawe 04261 National Highway Road Cotcot Lilo an, Cebu , 6002, Philippines I Manage clients' email inboxes, responding to emails as necessary based on specific guidelines provided by the client and Creating, maintaining, and entering information into databases. I also developed and maintained office procedures, and handled multiple tasks in a professional and organized manner. Answer the screen calls, provide information, take messages or schedule appointments. I also Complete administrative tasks as required by the client, including but not limited to: transcription, business correspondence, and data entry. EDUCATION JUNE 2004—JUNE 2008 UNIVERSITY OF CEBU LAPU LAPU MANDAUE • Bachelors of Science in Business Administration Major in Marketing Management JUNE 1998—MARCH 2022 HIGH SCHOOL , LA CONSOLACION COLLEGE EMPLOYMENT HISTORY CUSTOMER SERVICE SPECIALIST- SUPERCILIUM January 2023-Present Helping customers create their order, track its shipment, provide order status, process refunds and complaints, and create replacements. Track Shipments, Sole customer representative for a shopify store who sells Hennas. I use Shopify, HubSpot and Sales supply to monitor the order and shipment status, refund and replacements, and handle general inquiries. Reply Direct messages from social media Community Engagement APPOINTMENT SETTER -SMB ACUITY July 2022 December 2022 Calling businesses from Canada to offer Online Pharmacy Set appointments for Director of Care Update Information on the google sheet DISCORD COMMUNITY MODERATOR, UPWORK D E C E M B E R 2 0 2 1 — J U LY 2 0 2 2 • • • • Process tickets in a Timely Manner Community Engagement Moderate Community Making sure that the Community is safe and clean from Spammers/Bot and Fudders • Making sure that the rules are followed at all times. • Initiate Events, games, and giveaways • Answer inquiries and concerns of the members of the Community • Checking invites/levels • Report to the client/Founders for any issues that the community might have EMPLOYMENT HISTORY DISCORD COLLABORATION MANAGER , UPWORK D E C E M B E R 2 0 2 1 — J U LY 2 0 2 2 • Reach out actively to other servers for collaborations. CUSTOMER SERVICE SPECIALIST, AMAZON OPERATIONS SERVICES PHILIPPINES INC. AU G U S T 2 0 1 9 — D EC E M B E R 2 0 2 1 • Helped to increase customer return rates by providing excellent customer service at all times. Brought forth excellent customer service skills and a commitment to customer satisfaction. • Other roles include tracking customer packages and call the US shipping and delivery company to ask about the packages. We also transfer calls to the right departments and provides compensation to undelivered, damaged and late packages. ENROLLMENT COORDINATOR, WAYFAIR M A R C H 2 0 1 8 — D EC E M B E R 2 0 1 8 • Call in existing customers that have purchased items on our website and ask them if the item purchased was for personal or business use. • Other roles include signing up customers' accounts if the item bought is for business. • OUTBOUND SALES REPRESENTATIVE, BOILERS AND BENEFITS O C TO B E R 2 0 1 6 — M A R C H 2 0 1 8 EMPLOYMENT HISTORY • First point of contact and ask possible questions so we can give the proper insurance. • Worked to ensure a positive and hassle-free customer experience, and Qualified customers for a new heating system and transferred them to our top lead for closing. • I am also one of the top agents who pass the quotas every month CUSTOMER SERVICE REPRESENTATIVE, PRUDENTIAL (CETRIX) F E B R UA RY 2 0 1 6 — S E P T E M B E R 2 0 1 6 • Brought forth excellent customer service skills and a commitment to customer satisfaction. • Checking customers' insurance and qualifications TECHNICAL SUPPORT REPRESENTATIVE-CONVERGYS September 2012-January 2014 • Reply to customer's concerns about their gaming consoles Provides technical support Doing outbound calls when asking for the credit card information Process returns and refunds for damaged gaming X box consoles Check on the customer's live account and handle it if it's locked TOOLS SKILL Interpersonal Skills Problem Solving Zendesk Asana Monday Xero Slack Hubspot Maid Central Go Highlevel Honeybook Discord Vonage Ring Central Calltools Microsoft Office Leadership Critical thinking and problem solving Computer Skills Fast Learner Ability to Work Under Pressure Customer Care Leadership and Teamwork Communication Effective Time Management Teamwork Time Management Adaptability Communication Skills Ability to Multitask Customer Service REFERENCES JYNELLE MOTILLA EXECUTIVE VIRTUAL ASSISTANT GEORGE DICDIQUIN SOCIAL MEDIA MANAGER JOVITA COLETO GENERAL VIRTUAL ASSISTANT --m -