MACEY AINA LOU FORKNER
19 DELA RAMA DR, CITY HEIGHTS SUBDIVISION,
BACOLOD CITY, NEGROS OCCIDENTAL, PHILIPPINES, 6100
Mobile No: -
E-mail Address:-PERSONAL INFORMATION
Date of Birth:
Place of Birth:
Sex:
Age:
Civil Status:
Nationality:
Height:
Language:
November 16, 1993
Bacolod City
Female
29 years’ old
Single
Filipino
5 feet 4 inches
English and Tagalog
EDUCATIONAL ATTAINMENT
Tertiary:
Bachelor of Science in Computer Science
University of St. La Salle
La Salle Avenue, Bacolod City
S.Y. 2010 – 2013
Bachelor of Science in Business Administration
Major in Human Resource Management La
Consolacion College Bacolod Galo Street,
Bacolod City
Batch 2020
TRAINING & QUALIFICATIONS
iQor Philippines
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Excellence Plus certificate for Top Customer Service.
Certificate of Training
Handled training classes (1-800-flowers.com) for a total of 8 Ramps/Seasons
Trainer’s Certification
PeaQ Performance Qoaching (Level 1)
PeaQ Performance Qoaching (Level 2)
WORK EXPERIENCE
Teleperformance:
Job Title:
Job Description:
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November 2012 – July 2013
Booking and Reservations Specialist
Answering phone calls and booking flights.
Determines eligibility by comparing client information to requirements. Establishes policies by
entering client information; confirming pricing. Doing price adjustments and beating prices of
competitors.
Informs customers by explaining procedures; answering questions; providing information.
Making upsell offers.
Assisting and resolving concerns of the customers.
Booking flights and making car rent reservations
Accomplishes sales and organization mission by completing related results as needed.
Shofar Productions:
Job Title:
April 2013 – March 2015
Secretary/Marketing
Assistant
Job Description:
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Organizing and Arranging of meetings and appointments
Liaising with relevant organizations and clients
Securing presentations or Power Points for clients
Looking for companies to partner with during events
Documenting expenses and hand in reports
Worldconnect Consultancy Services Inc.:
Job Title: Marketing Specialist
May 2015 – April 2016
Job Description:
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Looking for possible clients to study abroad
Organizing events for marketing purposes of the company
Conducting presentations
Developing sales strategies that match customer’s needs Promoting services
iQor Philippines:
Job Title:
October 2016 - January 2017
Customer Service Representative
Job Description:
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Answering phone calls and Responding to chats and emails
Obtains client information over phone calls and verifying information.
Determines eligibility by comparing client information to requirements. Establishes policies
by entering client information; confirming pricing.
Informs clients by explaining procedures; answering questions; providing information.
Updates job knowledge by studying new product descriptions.
Making up-sell offers.
Assisting and resolving concerns of the customers.
Accomplishes sales and organization mission by completing related results as needed.
iQor Philippines:
January 2017 - March 2017
Job Title:
Quality Assurance Specialist - Intern
Job Description:
• Listen to calls and evaluate agents.
• Making sure that agents produce good quality calls, chats and emails when assisting customers.
• Validate calls for refunds made by agents.
• Floor support.
• Conduct call listening sessions.
• Conducted QA talks to assure new hires know the process for the QA Evaluations.
• Analyzing data and investigating any escalations given by clients.
• Coach any representative that doesn’t perform and make follow ups with the supervisor.
• Doing credit evaluations.
iQor Philippines:
Job Title:
March 2017 – November 2020
Level 2 Trainer/
Supervisor-OIC Job
Description:
• Training seasonal representatives when the account is in need during Ramp Seasons. Taking
supervisory calls or Escalating Calls.
• Conducting Final interviews for the account during the hiring process.
• Doing New Hire Orientation and Training.
• Assisting and conducting mock Calls.
• Sending reports and observations for New Hires to the operations team.
• Supervising the teams that I have trained to take in phone calls and respond to emails.
• Recently conducted online training for US Trainees and Philippines Work at home agents.
• Coaching agents and making sure that they meet the monthly or weekly goal for their metrics.
Chaparral Management Services - Katy
Job Title:
November 2020 - December 2022
Virtual Employee
Admin Assistant
Job Description:
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Back office works – updating the information of callers in Vantaca.
Ability to manage calendar and schedule appointments
Proficient with Microsoft Office tools such as Word, Excel, and Powerpoint
Trained new employees (offshore and onshore) and managed the CSR team.
Call listening and coaching the CSR team to meet the weekly and monthly KPI’s.
Assist Managers with drafting and sending out letters, creating posters for Association events
through Canva.
Responding to Emails, Chats, Texts, and doing callbacks for voicemails.
Sending Emails for escalation to the correct handler of Associations.
Reviewing the documents and assisting Homeowners for ARC applications.
Coinpayments
Job Title:
December 2022 - February 2024
Virtual Employee
Customer Support
Job Description:
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Respond to customer queries in a timely and accurate way, via email (Freshdesk)
Identify customer needs and help customers use specific features
Analyze and report product malfunctions
(for example, by testing different scenarios or impersonating users)
Update our internal databases with information about technical issues and useful
discussions with customers
Monitor customer complaints on social media and reach out to provide assistance
Share feature requests and effective workarounds with team members
Inform customers about new features and functionalities
Follow up with customers to ensure their technical issues are resolved
Gather customer feedback and share with our Product, Sales and Marketing teams
Assist in training junior Customer Support Representatives
Freelance
December 2020 - Present
Job Title:
Virtual Employee
Job Description:
Chat Support
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Respond to customer queries in a timely and accurate way, via chat and emails
(Gorgias, Salesforce and Meta)
Identify customer needs and help customers use specific features and assist in
portal access
Monitor customer complaints on social media and reach out to provide assistance
Assist customers with their purchases through Shopify and communicate with
fulfillment team through Shipbob
Inform customers about new features and functionalities
Follow up with customers to ensure their technical issues and order follow ups
are resolved
Gather customer feedback and share with our Product, Sales and Marketing teams
