Ma. Lourdes Joy Bravo

         Curriculum Vitae                            Ma. Lourdes Joy N. Bravo   #127 SLU-SVP Limburg Circle, Bakakeng Old Site,   Baguio City   Benguet, Philippines 2600   Mobile No.: -   Skype ID: malourdesjoy  Email Add--  Current Location: Philippines   Availability: I can start for work as soon as possible.         PERSONAL DATA     Age: 30   Date of Birth:  Jun 15, 1986   Gender: Female   Civil Status: Married   Height: 162.6 cm   Weight: 55 kg   Nationality: Filipino     WORK EXPERIENCE    (Home-Based)    Freelance Data Entry – Updating information on the system. Researching and filling out missing information that is needed to complete. Making sure that the information is updated and is accurate. Transferring data from one system to another. Encoding data to the system.    Online Tutor – Assisting students in achieving excellence in English language. Documenting the improvement of each students. Provide real time feedback that the student will improve. Preparing daily activities and lessons.                Duration: January 2011 – June 2017    Recruitment Specialist - posting job opening through various channels such as LinkedIn, Facebook and other client provided sites. Part of the job is to screen applicants that were qualified and assess for further screening.     Freelance General Virtual Assistant (Part time) – Managing Social Media accounts. Connecting to businesses and entrepreneurs. Following people that is relevant or will be helpful for the client. Responding to messages and deleting those that are spam. Posting relevant status messages on behalf of the client. Updating the account.   Duration: January 2017 – Present    Customer Service – Answering emails from customers, who inquire, complain or ask for order assistance using CRM and Shopify.         Duration: July 2017 – December 2017    (Office-Based)  Position:  Quality Analyst Apprentice – Screening agents that are aspiring to become part of the company by listening to their calls. Making sure that the quality of the service our agents are providing our customers are of the best and is following the guidelines our client has set. Training agents when a new process is needed to be implemented. Taking managerial call when an issue is being escalated from a supervisory level. When a trainer is not available, we take place and train the entire class.   Duration: July 2015 - 2017  Company: Sitel Philippines Corporation   Company Industry: Call Center / IT-Enabled Services / BPO   Location: Baguio City Philippines   Department: Technical/Customer Service/Sales Support     Position:  Customer Service Representative  (Inbound Call/Email)  - Took calls (inbound) from US customers for 4 years helping them with their accounts. Taking note and documenting every call. Transitioned as an Email Specialist for 3 years answering questions about the product of the company. Sending emails to prospected customers for new software that will be available in the market (Microsoft Store). Sending ticket for issues needed to be addressed by a supervisor. And sending EOD reports to the manager for productivity purposes.   Duration: Mar 21, 2007 – June 2015   Company: Sitel Philippines Corporation   Company Industry: Call Center / IT-Enabled Services / BPO   Location: Baguio City Philippines   Department: Technical/Customer Service/Sales Support          EDUCATION     Highest Education   Education Level: Bachelor's / College Degree   Education Field: Business Studies/Administration/Management Course: Entrepreneurial Management High School Grad   School/University: Saint Louis University   Location: Baguio City   Date:  Jun 1999 - Mar 2003      Second Highest Education   Education Level: High School Diploma   School/University: Northern Luzon Adventist College   Location: Pangasinan   Date: Jun 2003 - Oct 2009      SKILLS     Skill                                        Yrs of Experience                                   Remarks   1. Computer Literate                  8 years                            Learned from school (IT subjects and at present work)   2. C2 Grade for English Communication  3. Microsoft Office      TRAININGS/SEMINARS      Date                                                                   Topic/Course Title   Sep 2011                                       Microsoft Store Training / Sitel Philippines Corp. (Baguio City)   May 28, 2007- Jun 1, 2007            Communications Training / Sitel Philippines Corp. (Baguio City)   Jan 4, 2007- Jun 29, 2007               Productions Training / Sitel Philippines Corp. (Baguio City)        LANGUAGES SPOKEN     Language               Proficiency Level                                  (5=Excellent; 1=Poor)   1. Filipino                               5   2. English                                4