Ma. Carmela Dumlao

MA. CARMELA DUMLAO CUSTOMER SUCCESS REP/VIRTUAL ASSISTANT/PROJECT SUPPORT SPECIALIST Extremely motivated to constantly develop my skills and grow professionally. I have a continuously growing passion for words, creativity and numbers. WORK EXPERIENCE CONTACT-- Malolos City, Bulacan live:maricardumlao04 EDUCATION MANILA CENTRAL UNIVERSITY Bachelor of Science in Accountancy FHM ONLINE UNIVERSITY Bookkeeping and Accounting Course SKILL SUCCESS Bookkeeping Course EXPERTISE Content Writing Customer Service/Customer Support Email Management Graphic Design Project Management Data Entry Provider Credentialing VIRTUAL ASSISTANT (REMOTE WORK) January 1, 2024 - December 20, 2024 NEW YORK TECH SERVICES (Project-based) Virtual Assistant for a dental office Email Management Outbound calls to insurance companies for credentialing, verification, etc. Provider credentialing task with insurance companies Other Ad Hoc tasks Personal Assistant Payroll preparation, Sales and Tax reports generation and submission PROJECT SUPPORT SPECIALIST/ACADEMIC ADVISOR/CUSTOMER SUCCESS REPRESENTATIVE WFH (REMOTE WORK) June 8, 2020 - September 13, 2023 ACHIEVE TEST PREP LLC Answering incoming calls from customers with questions regarding course registrations, course details, exam concerns, and other academic inquiries Making outbound calls to customers to handle program educational plans, transcript submissions, orientation completion, program change concerns, etc. Responding to emails from customers and sending out emails to customers regarding their accounts Receiving and assisting customers’ complaints and escalating to proper channels as needed. Processing customer payments through the company’s CRM Conducting yearly reverifications for colleges and universities stored in the company's database and CRM (Salesforce) Preparing Bridge Plans for the customers Other data entry, project management and administrative tasks as needed MA. CARMELA DUMLAO CUSTOMER SUCCESS REP/VIRTUAL ASSISTANT/PROJECT SUPPORT SPECIALIST -- Malolos City, Bulacan WORK EXPERIENCE HEALTH ADVOCATE - WFH (REMOTE WORK) April 8, 2019 - September 14, 2019 - CARE.COACH CORPORATION Provided geriatric care by being an avatar that the customer can relate to CONTENT WRITER - WFH (REMOTE WORK) July 11, 2018 - June 2, 2019 THIRD ROCK INVESTMENTS INC./ANIMALSO Produced content for a dog blogging site and an interior design website Drove traffic for these sites by using SEO and Yoast Did online research on sources of content written Ghostwriting CUSTOMER SUPPORT ASSOCIATE - BPO (OFFICE-BASED/ONSITE) October 7, 2014 - April 1, 2016 - CONVERGYS PHILIPPINES INCORPORATED Ensured positive customer experience across all customer communication platforms Responded promptly to customer queries with helpful, relevant information Answered inbound calls to assist customers with their concerns Performed upselling after the customer’s concern has been addressed and resolved