Marijoe Loma

MARIJOE LOMA EXECUTIVE ASSISTANT Handle day-to-day operations including marketing and business automation, process guide creation, customer service, setting up systems, and onboarding. EDUCATION CONTACT Daraga, Albay, Philippines 4501 -- AREAS OF EXPERTISE Customer Service Team Management CRM Management Email Management Data Analysis INDUSTRY EXPOSURE VA Claims Credit Card Services Accounting Software Student Loans REFERENCES Eric Cooley Veteran Master Coach Cooley LLC / VA Claims Insider-Lou De Lima Vendor Manager Menulog Group - RIZAL TECHNOLOGICAL UNIVERSITY 2007 - 2011 | Bachelor of Science in Electronics and Communications Engineering WORK EXPERIENCE VA Claims Insider EXECUTIVE ASSISTANT / OPERATIONS MANAGER July 2019 - October 2021 Develop and implement operational policies and procedures Manage all customer-facing teams to ensure that all teams work towards the same goal Monitor team productivity and address issues as they arise to ensure maximum efficiency and consistent customer service experience Jjshouse.com EMAIL SUPPORT SPECIALIST March 2018 - June 2019 Answer customer concerns through email Process cancellations and refunds Handle customer complaints Sykes Asia Inc. TEAM LEAD, CARD SERVICES (INBOUND) September 2014 - July 2016 Manage agents with their key performance indicators through consistent coaching, call evaluations, and floor support Provide resolution to real-time escalations Conduct quality monitoring of agents' calls Act as point of escalation for Fraud Management MARIJOE LOMA WORK EXPERIENCE Sykes Asia Inc. TEAM LEAD, CARD SERVICES (OUTBOUND) October 2013 - August 2014 COMPUTER SKILLS MS Office G-Suite Google Drive Calendar Forms Docs Spreadsheets Excel Google Sheets Communication Tools Slack Zoom Skype Marketing Software Pipedrive Mailchimp Calendly JustCall Nectar Desk TRAININGS Excel 1.0 PMP Workshop Data Analytics Quality Training 1.0 Quality Training 2.0 Situational Leadership Fundamental Leadership Performance Management Coaching for the WIN Leadership Disciplinary Management Process Orientation Manage and assign workload to Outbound Agents Conduct quality monitoring of agents' calls and emails Provide analysis and process improvement to increase agent productivity Deal with complex escalations, complaints, queries and issues raised by clients Sykes Asia Inc. CUSTOMER SERVICE REPRESENTATIVE, CARD SERVICES January 2013 - September 2013 Process Credit Card Application Assist in financial inquiries such as waiving fees and interest calculation Manage online banking concerns and support all account-based and transaction-based inquiries Stream Global Services TECHNICAL SUPPORT REPRESENTATIVE (QUICKBOOKS) November 2011 - December 2012 Assist in installation and troubleshooting Process payment subscription and offers an upgrade Assist clients in generating Financial Reports (Profit and Loss, Balance Sheet, Reconciliation) Help clients with data entry Aegis People Support CUSTOMER SERVICE/COLLECTIONS AGENT (Student Loans) May 2010 - May 2011 Handle outbound and inbound calls Follow up on delinquent borrowers Process payments and offer loan repayments