Lira Lei Alita

LIRA LEI ALITA WORK EXPERIENCE ZJani Mods (Upwork) – Customer Service VA June 2024 (Project-based) ➢ Primarily reaches out to customer who seem to have abandoned checkout and offer further assistance ➢ Provide shipping updates to customers regarding their orders PROFILE Independent, adaptable and organized aspiring Virtual Assistant with 6+ years’ experience providing multi-functional Customer Service support through all channels. Keen to leverage technological competence and analytical skills, combined with my strong work ethic, discipline and dedication to support clients thrive in their business success. Collective Solutions (CA Telemarketing Inc.) – Roadside Assistant (Workfrom-home) June 2022 - Present ➢ Assist customers in roadside for both emergency and nonemergency calls making sure that all clients will be assisted in a timely manner and get them off the road safely. - Alorica Teleservices Inc. – San Nicolas, Ilocos Norte ❖ Team Leader April 2018 – May 2022 ➢ Devised solutions to issues related to customer complaints and escalated account and order-related issue. ➢ Working closely via phone, email and live chat to resolved escalated concerns. ➢ Responsible in filing tickets for internal issues. ➢ Cross-trained for for US and UK LOBs across all channels (phones, chat and email). - ❖ Team Manager July 2019 – February 2020, August 2021 – January 2022 ➢ Led employee relations through effective communication, coaching, training and development until endorsement to production ➢ Monitored agent calls and provided feedback to team members associates to improve quality of service. ➢ Service Level Management to ensure that we passed attainment which includes strategic aux management. ❖ Customer Service Representative July 2017 – April 2018 ➢ Handles order-related and technical account concerns  (- Ilocos Sur, Philippines 2704 Skype: live:.cid.c4023adc3758bf7e LinkedIn: www.linkedin.com/in/lira-leialita-1657b41aa Upwork: https://www.upwork.com/freelancers/ ~01d6443fbe066b14be RELEVANT SKILLS o Communication (Telephone, chat and email) CERTIFICATIONS VirtualWorkPH (Online Courses) October 2022 o General Virtual Assistance o Virtual Executive Assistant o Basic Wordpress o Social Media Management o Customer Service o Microsoft Office o Google Workspace o Administration and documentation EDUCATION o Digital literacy o Accurate data entry Ilocos Sur Polytechnic State College – Narvacan Campus Bachelor of Science in Fisheries August 2014 – May 2017 Ilocos Sur Polytechnic State College – Narvacan Campus Bachelor of Science in Hospitality Management June 2012 – April 2014