Madonna Llaneta

 Madonna Marquez Llaneta Address: Block 8 Lot 32 Sunrise St. Parkland, Maligaya Subdivision Caloocan City, Philippines Mobile No.: - Landline No.:- E-mail Address: -- Objective: A driven Technology major with a positive outlook and expertise in technical support and customer relations, willing to gain professional growth as a team member executing critical services that contribute to the profitability of a company and in pursuit of having a mutual benefiting relationship with the company I will be working for, a place where I can explore and utilize my talents and qualities. Personal Particulars Nickname : Donna Date of Birth : 20 May 1985 Age : 31 years old Place of Birth : Quezon City Citizenship : Filipino Gender : Female Marital Status : Single Height : 5’7” Work Experience: (Home Based) 1. Company Name : Thumbtack, Inc. Position : Customer Support Advocate Date : December 2014 – December 2016 Description : Handling multiple chats and texts at a time. Assisting customers and professionals with their queries in a timely and professional manner. 2. Company Name : Xperpendicular Position : Head Virtual Assistant Date : October 2016- December 2016 Description : Handling 2 other virtual assistants and assisting them. Make sure all their tasks are completed. Created 3 websites through Wordpress. Writing and creating blogs for each websites. 3. Company Name : Intrigma, Inc. Position : Admin Coordinator / Quality Analyst Date : August 2015- September 2016 Description : I worked as a Virtual Assistant cum QA for a scheduler system company in New York City. From organizing emails, setting up meetings, creating reports, leading the SCRUM meetings daily, create test cases for the software and test the mobile app and software before we launch it to the public. Worked with marketing, customer service and engineering departments. 4. Company Name : Triangl Position : Seasonal Email Support Representative Date : January 2016 - August 2016 Description : Handling emails via Zendesk. Assisting customers with their product inquiry, orders, exchanges and refunds. 5. Company Name : The Basketball Factory Position : Virtual Assistant Date : January 2015 - January 2016 Description : Worked as a VA for a basketball player handling all his social media accounts and organizing his emails. Work Experience: (Office Based) 1. Company Name : Teletech, Inc. Levels 1 and 2, Robinsons Nova Market Quirino Highway, Quezon City Position Title : Level 2 Chat Sales Specialist (Toshiba account) Industry : Outsourcing/ Call Center Date Joined : June 6, 2011 up to December 2014 Work Description: Provide world-class customer service within United States customers. Make sure to recommend the right product that will cater all their needs. Answer their inquiries and assist them through chat. (We sell Toshiba products such as laptops, tablets, desktops, TV, bluray and DVD players, camcorders and accessories). Accomplishments: *Top 1 and Best agent for Chat Team -Obtaining the highest revenue, accessories and warranty with high CSAT and Average Order Value from July 2011 up to May 2012. *Best agent for Toshiba Account (Center Site) last August, 2011. *Best agent for Toshiba Account (Center Site) last January, 2012. *Best agent for Toshiba Account (Center Site) last March and April, 2012. *Best agent of the year for Toshiba Account (Center Site) awarder last April, 2012. *Promoted as Sales Coach (Level 3 Chat) handling agents. 2. Company Name : Sykes Asia, Inc. 41st floor One San Miguel Bldg., Pasig City Position Title : Travel Specialist Industry : Outsourcing/ Call Center Date Joined : December 8,2008 up to April 5, 2011 Work Description: Expertise in booking flights, hotels, cars and activities based on customers needs. Make sure to meet all the metrics provided by the account.Provides a world-class customer service and to work with them professionally and provides a custom-tailored solution to their needs. Accomplishments: * Top 1(Center Site)Obtaining the highest sale – May 2009 - 47.59% * Gold medalist-QA (ipod winner)- December 2009 * Top Performer (Belonged to top 10 overall site) for consecutive months. Other position handled: SALES COACH (December 2009-January 2010) A short program of Expedia wherein I handled agents. 1hour off the phone (side by side for 30 mins. and 30 mins. for coaching purposes/ everyday) Make sure that the agents will hit the said metrics for the week. Coach the agents regarding their improvements. Make a report re: coaching logs of the agents to Account Supervisor/ Manager. 2. Company Name : Hinduja TMT, Inc. HTMT Cyberpark, 86 E.Rodriguez Jr. Ave., Brgy. Ugong Norte, Quezon City Position Title: Level 1 Tech. Support Specialist/ COVAD Account Industry : International Call Center Company Date Joined : August 2007 up to October 2007 Work Description: As a Technical Support Representative I am responsible for performing computer and network maintenance. Resolve our customers' technical queries and concerns by providing real time support accurately for Internet customers. Educational Background Short Courses Field of Study : CISCO Certified Network Associate Module 1&2 (Hands-on training and review for the board exam) Institute : Computer Networking Career & Training Center Located In : Doňa Amparo Building , Espaňa, Manila Graduation Date : August, 2007 Highest Education Field of Study : Bachelor of Science in Computer Engineering Institute/University: University of the Philippines- Diliman Located In : Diliman, Quezon City Graduation Date : Graduate Batch 2007 Achievements : SYDP Scholarship Recipient, Full-College Scholar, Dean’s Lister and Most Promising Student. Secondary Education School : Lagro High School Located In : Ascension Avenue , Brgy.Greater Lagro, Quezon City Graduation Date : March 2002 Achievements : Consistent Honor Student, Student Council Officer Primary Education School : Lagro Elementary School Located In : Ascension Avenue , Brgy.Greater Lagro, Quezon City Graduation Date : March 1998 Achievements : Grades 1-6 First Honors, Valedictorian and Best Achiever Other Affiliations Terms: Sangguniang Kabataan or SK: Official Philippine Government youth organization Sangguniang Kabataan Chairperson Brgy. Greater Lagro, Quezon City 2003 up to November 30, 2007 Sangguniang Kabataan Federation PRO Quezon City 2003 up to November 30, 2007 Board of Director Junior Jaycees, Quezon City 2003 up to November 30, 2007 Committee Chairman on Livelihood and Entrepreneurship SK Federation, Quezon City 2004 up to November 30, 2007 Vice-Chairman Committee on Ways and Means SK Federation, Quezon City 2004 up to November 30, 2007 KAKAMPI Livelihood Foundation PRESIDENT Founded by Senator Jamby Madrigal 2002 up to present Skills and Interest A dedicated person who is interested in dealing with other people. An achiever who wants everything done with excellence and order. Demonstrates strong analytical, problem-solving and decision-making skills. Self-motivated and able to handle multiple tasks in fast-paced, dynamic environments. Open-minded person and have a great conviction of learning and willing to be trained. My best asset however is really the commitment and zest to the job. Adept in computer. Languages/Dialects Proficiency (0 = Poor – 10 = Excellent) Language Spoken Written English 8 9 Tagalog/ Filipino 10 10 Character References Dana Abigail Esteban HR Director DMCI (-/-) Robert Strebel III Team Lead (Team Eurobe) Expedia, Sykes Asia (-) Abegail Ani Arevalo Former Team Lead (Toshiba) Expedia, Sykes Asia (-) I hereby certify that all information written herein is true and correct to the best of my knowledge and belief. Annex: Trainings and Seminar Attended Terms: SK: Official Philippine Government youth organization PGMA: Pres. Gloria Macapagal Arroyo (former Philippine president) “Call Center Training Program” (PGMA-Scholar) June 2006 Location : ACSAT, Cubao, Quezon City “Networking” (LAN) December 2005 Location : Informatics Computer Institute “SK Disaster Prevention” December 2005 Location : Pampanga , Philippines “PC Troubleshooting” August 2005 Location : University of the Philippines, Diliman “SK Anti-Drug Seminar”April 2004 Location :Tagaytay City , Philippines “SK Team Building Seminar” December 2004 Location :Pampanga “SK Leadership Training Seminar”April 2003 Location :Baguio City , Philippines “SK Summit ”April 2003 Location :Amoranto Stadium, Quezon City “First Youth Summit ”April 2002 Location :Amoranto Stadium, Quezon City