Ma. Elena R. Zalameda

MA. ELENA R. ZALAMEDA RESEARCH SPECIALIST, CUSTOMER SERVICE, BUSINESS ANALYST, VIRTUAL ASSISTANT, ARBITRAGE SPECIALIST WORK EXPERIENCE Virtual Assistant | Online Arbitrage Expert - Freelance Legendary VAs | Jan 2019 - Present Source for products from online stores/retailers and using Keepa graphs to ensure that the item is saleable and a good buy Strictly adhere to the parameters given for Product Research Chat Support Everise C3| May 2020 - July 2020 Provide support to Instacart customer via chat and email. Provide details or status of customer's online purchases. Lead Generator | Online research - Freelance INTRODUCTION Have a wide experience in Customer Support in maintaining customer satisfaction and winning customer loyalty. Skilled in SEO that is responsible for researching, analyzing and reviewing. A Team Leader with strong leadership and relationship building skills. Experienced in Business Analyst to help the company in improving existing processes. Aiming to utilize my strong prioritization skills and analytical ability to achieve the goals of the company. SKILLS Advanced in Excel, Word and Powerpoint Basic Tableau Report Google Suite Canva Time Management Strategic Planning Can work easily in a team or independently High attention to detail Resourceful Self Motivated Flexibility in task assignment Practised problem solving skills CONTACT DETAILS P: - E:-A: #4 Eustaquio Bldg. Magalang cor Makisig Sts. Brgy. Pinyahan, Q. C. L: https://www.linkedin.com/in/ma-elena-zalamedaa35a5389/ S: live:zalameda.lhen EDUCATION Asian College of Science and Technology BS Computer Science and Technology TitanHouse Inc. | Aug 2019 - Jan 2020 Responsible for building and profiling of executive leaders. Capture current and past executive information, including social media, press releases, contact information and other related site to the executives. Guarantee records in the database are up to date. Accomplished the weekly target and weekly quota for incentive bonuses with 96% accuracy rate. ESL Teacher - Freelance 51Talk | Jul 2019 - Sept 2019 Virtual Assistant Upwork | July 2019 - August 2019 Case Management Lead Globe Telecom | May 2017 - July 2019 In charge to oversee and assure all concerns complaints of customers are properly assigned to the correct team and properly address/resolved the concerns. Assist stakeholders in formulating action plans as they respond to areas of improvement of each group. With this effort we able to identify and isolate the gaps and able to respond or provide resolution to those gaps. Collaborate with stakeholders to improve the process flow of each transaction and endorse to Training team to properly cascade to frontline agents. As a result of our collaboration, we able to resolve the missed routed cases and assigned and respond accordingly. Prepare analysis report that will be presented to higher Management. Highlight on each team's gaps and with their improvement. Subject Area Lead Staff Alliance, Inc|Asticom – Globe Telecom | July 2014 – May 2017 Prepares customer experience assessment reports on newly launched and existing services. Regularly tracks and provides report on customer perceptible metrics at each touchpoint by putting together customer satisfaction ratings and internal metrics which helps identify gaps and improvements in service delivery. Gathers customer insights and behavior and work out in developing a predictive analytics model as a method of managing customers based on the ability to predict their future behavior thus achieving the full profit potential of every customer engagement. Consultant | Solution Specialist NGL Consulting Services Limited | June 2009 – July 2012 Service Desk Specialist | Technical Support Siemens Inc.- BPO | February 2006 – February 2009 Level Up Games Inc Customer Support Team Leader | January 2004 – February 2006 Customer Support Representative | January 2003 – December 2003