Ma. Sophia Gicile B. Nadela

 Ma. Sophia Gicile B. Nadela Dipolog City, Zamboanga del Norte 7100 Philippines Contact number: (- Email Address:- Objective: A highly skilled and results-oriented Virtual Assistant and Customer Service Representative with more than 7 years of experience in providing exceptional support and satisfaction to customers. Seeking to leverage my expertise to contribute to a dynamic organization known for its commitment to customer success. Qualifications Exceptional communication skills, both verbal and written, with a keen ability to empathize with customers and build rapport. Proficient in utilizing various customer service tools, software, and CRM systems. Proven track record of delivering excellent customer service and resolving complex issues efficiently. Produces good vibes, attracts others. Has right and positive attitude Strong problem-solving and multitasking abilities in fast-paced environments. Detail-oriented and committed to ensuring customer satisfaction at all levels. Enjoys a spirit of cooperation and teamwork and is willing to learn new skills from others to develop my character and professionalism even more. Educational Profile College: Saint Vincent’s College, Dipolog City Degree: BACHELOR OF ARTS IN COMMUNICATION ARTS Year Graduated: MARCH 2013 College: DMC, College Foundation, Inc. Degree: Bachelor of Science in Nursing (BSN) Batch 2025 Professional Experience Customer Service Representative (Email, Phone and Chat Specialist) March 2020 – January 2022 ||RedPocket Mobile (WFH) Handle chat escalations and resolve tickets using Zendesk. Utilize various technical tools to assist in resolving technical issues. Help maintain the team’s metric quota and support maintaining a 94% monthly production resolution rate. Diagnose and resolve technical hardware and software issues, including internet connectivity, VOIP, and more. Customer Care Representative (eCommerce - Email Specialist) December 2016 – December 2019 || Nature’s Formulas (WFH) Worked for an e-commerce, web-based digital marketing company. Coordinated with clients across the United States via email, primarily with clients located on the West Coast. Addressed product and service inquiries, and resolved tickets using Salesforce and Shopify as the primary platforms. Validated product orders, tracked shipments, provided tracking numbers, and processed refunds. Specialized in products for a marketing company focused on creating, marketing, and supporting products such as food supplements, along with digital programs designed to improve the lives of millions of customers worldwide. Website: https://www.naturesformulas.com/ Online English Tutor February 2016 – Present || Engoo (WFH) Prepared and delivered lessons to enhance students' reading, writing, and speaking skills for students from Japan, Korea, Thailand, and Taiwan. Tracked and reported on students' progress to ensure continuous improvement. Managed interpersonal dynamics to maintain a positive and productive learning environment. Achieved a tutor rating of 4.92 out of 5 stars from students. Website: www.engoo.com Customer Service Representative (Healthcare account) April 2014 – January 2016 || Teleperformance (BPO Company Based in PH) Account: Blue Shield of California (Health Insurance Company) – Inbound calling Handled and monitored clients' personal health information in accordance with privacy regulations. Confirmed eligibility status (active or inactive) for health insurance coverage. Provided information on covered services, including medical services, laboratory services, preferred providers, prescription drugs, and other health benefits. Contacted hospitals, doctor’s clinics, urgent care facilities, and pharmacies to verify health services and covered prescription medications. Managed billing by processing monthly premium payments. Assisted with overrides for pharmacy and medical claims as needed. Appointment Setter and Virtual Assistant January 2016 – December 2016 || Arbor Tutors (WFH) Scheduled one-on-one tutoring sessions (both online and in-person) for prospective clients. Coordinated calls with parents interested in hiring tutors for their children. Booked appointments accurately and efficiently. Maintained and tracked all records and appointments in a timely manner. Conducted weekly meetings with the manager and provided detailed reports. Responded to and organized emails promptly. Managed the boss’s calendar and conducted research to identify potential clients. Key Skills and Profile Expertise in Customer Service (email handling, chat, inbound/outbound calls) Excellent verbal and written communication skills Strong customer needs assessment and problem-solving abilities Experienced with word processing software and spreadsheets (MS Word, Excel, PowerPoint, Google Docs, Google Calendar, Google Hangouts) Proficient in CRM software and customer service tools, including Salesforce, Zendesk, ShipStation, Shopify, and Bitrix24 Skilled in data entry and processing Exceptional multitasking and time management abilities Conflict resolution and negotiation skills Strong attention to detail and accuracy Excellent teamwork and collaboration skills Strong interpersonal skills with empathy and understanding Adaptable and flexible, able to thrive in dynamic environments