Mariane Hernandez

Mariane Hernandez Virtual Assistant A detail-oriented professional skilled in delivering high-quality administrative and customer service support by efficiently managing remote office tasks and communications. -- San Pedro, Laguna, Philippines, 4023 SKILLS Customer Service Administrative Tasks Data entry and research Social Media Management Email and Calendar Management Google Suite MS Office Other Administrative Support EDUCATION Bachelor of Secondary Education major in English Saint Michael’s College of Laguna Date Graduated: July 18, 2024 WORK EXPERIENCE - Sr. Operations Representative Capital One Philippines (July 2024- October 2024) Credit card collections department Answer incoming calls relating to their credit card account Offering payment arrangement and plans to help customers manage and settle their debts more easily. Explaining billing details, interest rates, and late fees. Documenting all interactions with customers for future reference. Updating payment statuses and account information in the system. Maintaining a professional and respectful tone, even in challenging situations. Chat Associate TTEC Philippines (July 2022- February 2023) Financial Investigation Unit Department Respond promptly to customer queries in a professional and empathetic tone via chat Review flagged transactions, account logins, or patterns that could indicate fraud. Communicate the account termination to the customer while ensuring the confidentiality of the process Document suspicious activity and escalate cases to the fraud investigation team for further review. Handle sensitive data responsibly to ensure confidentiality and compliance. Mariane Hernandez WORK EXPERIENCE Customer Service Representative IQOR Philippines (August 2021- March 2022) Prepaid Telecommunications Account Answer incoming calls relating to the service provider Assist customers with account setup, activation, payment and updates. Provide information on current promotions, bundles, or offers. Explain charges, usage, and deductions from the prepaid balance. Resolve network connectivity problems Document interactions and resolutions accurately for future reference. VIRTUAL ASSISTANT CERTIFIED TRAINING Social Media Management: Developed proficiency in social media management strategies, including content creation, scheduling, engagement, and analytics assessment. Graphic and Video Creation using Canva: Acquired skills in graphic and video design using Canva, including creating visually appealing content for various platforms and purposes. Data Entry: Demonstrated expertise in accurate and efficient data entry techniques, ensuring the integrity and organization of information. Project Management: CHARACTER REFERENCE Sean Michael Ella Trainer - Bernard Gruta AVP Operations Supervisor - I hereby declare that all information given in my application is true to the best of my knowledge and beliefs Learned project management principles and techniques, including task organization, timeline management, and coordination with team members. Calendar Management: Mastered calendar management practices, including scheduling appointments, coordinating meetings, and organizing events to optimize time efficiency.