Luarlen Delos Santos

LUARLEN DELOS SANTOS Customer Service and Virtual Assistant Specialist Inbound/Outbound Calls | Chat & Email Support | Admin Management CONTACT Marilao, Bulacan, Philippines EDUCATION Pambayang Dalubhasaan ng Marilao Bachelor of Science in Tourism Management- PROFILE Customer Service & Virtual Assistant Specialist skilled in inbound/outbound calls, chat, email support, and admin tasks such as scheduling and data entry. I help clients stay organized, streamline workflows, and deliver excellent customer experiences with clear communication and reliable support. EXPERIENCE 2018 – 2019 Maeve Travel and Tours Travel Manager Plan and sell transportations, ACHIEVEMENT accommodations, insurance and other travel CUM LAUDE services. Consistent Dean’s Lister- Cooperate with clients to determine their needs and advise them appropriate TOOLS destination, modes of transportations, travel dates, costs, and accommodations CRM Tools Book transportation, make hotel reservations Gmail, Outlook, Slack, Zoom and collect payment/fees. Use promotional techniques and prepare Google Workspace, Microsoft Office promotional materials to sell itinerary tour Trello, Asana, ClickUp packages. Google Calendar, Outlook Calendar, Calendly Canva PORTFOLIO - IGT SOLUTIONS INC. Travel Associate Respond to all calls, calculate flight hours, and Upwork Link : update the payroll accordingly. https://bit.ly/UpworkaccountLhuar Execute back-office responsibilities effectively, Linked-In : Handle inquiries from flight attendants’ clients https://www.linkedin.com/in/luarlendelos-santos-b4/ precisely, and on time. via call or email concerning their monthly pay. LUARLEN DELOS SANTOS Customer Service and Virtual Assistant Specialist Inbound/Outbound Calls | Chat & Email Support | Admin Management EXPERIENCE CONTACT 2021 – Marilao, Bulacan, Philippines 2022 TELETECH PHILIPPINES Customer Service Representative I Assist clients with questions about their orders, such as expected delivery dates, availability of backordered items, and other concerns throughout the order-to-delivery process. CORE SKILLS Identify customers’ needs, clarify information, research every issue and provide solutions Inbound & Outbound Call Handling and/or alternatives. Chat & Email Support Build sustainable relationships and engage Customer Retention & Relationship customers by taking the extra mile. Management Manage large amounts of inbound and Conflict Resolution & Problem-Solving outbound calls in a timely manner. Respond to all client inquiries via email Active Listening, Empathy & Clear promptly and professionally. Communication Multitasking & Time Management Administrative & Task Management Calendar & Schedule Management Data Entry, File Organization & Documentation Email & Inbox Management Internet Research & Information Gathering - PRU LIFE UK Associate Unit Manager I Premier Level FA Started as part time in 2020, and go fulltime 2022 Identified and analyzed the clients’ financial and insurance needs and long-term financial goals. Travel Planning & Appointment Setting Conducted reviews of client portfolios, Attention to Detail & Accuracy assessed strategies based on objectives and Professional & Friendly Customer risk profile, identified opportunities and Engagement Team Leadership & Mentoring Performance Monitoring & Feedback LANGUAGE Filipino English prepared customized low- to no-risk insurance and retirement solutions. Consistently grew clients’ portfolios and developed strategic investment plans tailored to their needs and long term financial goals. Handling over 100+ clients. Attending Branch and Unit Meetings. Manage and mentor team members