Mariztel Ocasla

MARIZTEL PAREDES V I R T U A L CONTACT --Upwork A S S I S T A N T ABOUT ME Versatile Virtual Assistant with 3 Years of Adaptive Experience Across Multiple Roles and 9 Years of Customer Service Expertise in Billing, Technical Support, and Leadership. LinkedIn 21, Anabu 2E, Imus City, Cavite EDUCATION Bachelor of Science in Industrial Psychology Eulogio "Amang" Rodriguez Institue of Science and Technoogy GMA, Cavite- Associate in Information Technology Datamex Institute Salitran, Dasmariñas City, Cavite- SKILLS Integrity Communication Teamwork Meeting deadlines Friendly Critical thinking Resilience Problem Solving EXPERIENCE Team and Community Support Assistant SEOSpace (Part-time) Jan 2024 - up to present Key Responsibilities: Customer Support and Success: Acted as the primary point of contact for our customer support inquiries via Intercom. I provided timely and effective responses to customer queries, directing them to relevant resources, especially our Support YouTube Video Playlist. Daily sharing of bullet point summaries in Slack, detailing activities and highlighting common user issues. I was sending follow-ups with open tickets and closing if necessary Documentation and Feedback Management: Creating support documentation. Communication and Reporting: I report directly to the CEO of SEOSpace via Slack. I collaborated with the technical support team to answer/assist customer's issues. Maintaining open communication, especially when needing assistance or clarification. EXPERIENCE Admin Assistant GT-EX (Logistics Company) October 2022 - November 2023 Duties: I made follow-ups on outstanding deliveries I prepared shipment documentation Created orders in supplier systems as required Track shipments in supplier systems, and update our system Advised supervisor of any difficulties Assistant and Customer Service Rep KA Robinson Holdings June 2023 - Oct 2023 Company Overview: The first company operates short term rentals. I helped Customer service support (messages) Other general administrative help I created a guide/rules for the visitors using Notion The second company offers consulting services to startup and small business clients. I helped with Database maintenance Internet research (looking for leads in social media) Client management I drafted/created a business proposal and a website using Squarespace Joining weekly meetings to provide an update on the current task per week Data Entry Pure Rentals (Real Estate Company) March 2023 - May 2023 Duties: I transferred all the property details from their old system to the new system. Coordinated with my supervisor for any difficulties. EXPERIENCE Customer Support Contractor Coil February 2022 - May 2023 Duties: I provided independent and high-quality responses to customers via the email ticketing system and chat (Front) I provided reliable resolution of critical and high-impact problems for our customers Taking ownership of customer issues and following problems through to resolution Work closely with our team and contribute ideas and practical solutions to ensure customer satisfaction Recognize trends and service-impacting events and escalate properly Learn from others to develop my skills and apply them to my daily tasks Provide inputs to the product team based on trends Collect weekly metrics on tickets opened/closed and a key weekly summary Remote IT Support Johsons&Johnsons March 2022 - November 2022 Duties: I helped with Zoom meetings. Assisting customers on how to set up their webinar and how to run it I helped with creating break-out rooms when necessary I provided support in video and audio settings Doing a dry run prior to the event Actioning and finding resolutions to their questions if they have some applications to run while on the webinar/meeting Explaining and educating the difference between webinars and meetings. Letting them know the difference between the two setups and the features Helping them organize and set up QA using polleverywhere Assisting them to upload their preferred backgrounds on the webinars/meetings Helping them getting people in during the meeting Fixing all the settings required (ex. disabling chat and allowing them to download the chat history) Coordination Specialist/Customer Support Ikos August 2021-December 2021 Duties: I helped respond daily to inbound renter inquiries through our proprietary software to coordinate showing appointments with potential renters, Insiders (our team who performs tours and collects renter feedback), and, occasionally, tenants and property owners. I used to use the information within Ikos' proprietary system to help renters find a property that aligns with their needs and qualifications I guided renters upon the completion of seeing a home for rent by answering questions, facilitating requests, and ultimately helping them rent their new home. Identify customer trends and the team on recurring experiences to help elevate the company process and products. Maintaining and enriching account data in our proprietary software. Learning the process in-depth and providing operations and sales insight to the team. I owned up to my mistakes and supported the team in problem-solving. Being able to work independently and being comfortable with prolonged communication over the internet. EXPERIENCE Social Media Content Moderator Coin App August 2020 - August 2021 Duties: I provided independent and high-quality responses to customers via Facebook and Instagram I delete unnecessary comments that are harsh and not helpful to the brand I respond via DM's and comments and I use a template to respond to general inquiries I assist customers with steps on exchanging their cryptocurrency and what wallet could be helpful I escalate issues when necessary Claims Specialist Collabera (NRMA) December 2019-July 2020 Duties: I helped with home and property claims I assisted customers throughout the whole process until the claim was finalized Reviewing their policy coverage to check if the customer has a full home comprehensive plan or just a home coverage I booked a builder to assess the property and request a temporary fix when necessary due to a hail storm event Sent out assessors if there are multiple contents damage Providing a cash settlement or replacement for the damaged contents Making a follow-up on the builder's scope of works report Sending the customer a copy for visibility, and so they will be aware of the repairs and what the insurance company can cover I sent out a letter/email if the claim's denied or explaining what we can cover or not cover under their policies Customer Service Representative, Technical Support and SME Concentrix (Optus) December 2018 - October 2019 Duties: I helped respond daily to inbound calls and making outbound calls when necessary Assisted customers when they have issues with their ADSL connection I ran tests. I scheduled a technician when necessary and let the customer know there are necessary charges if a fault is found inside the property and not outside the property where the cables are. Helped the customer understand their billing charges, disputes, and refund requests. As an SME, I helped agents with call handing, resolution, and escalations I also provide coaching and do call listening after I handle their escalations Providing support all throughout my shift and handling a team when necessary EXPERIENCE Sales and Service WNS (NRMA) January 2018-December 2018 Duties: Handled incoming calls from customers who wanted to get a quotation, policy renewal, and coverage inquiry. Answering general inquiries using our (PDS) product disclosure statement Amending and canceling a policy upon the insured's request Customer Service Representative iQor (Sprint) October 2016-January 2018 Duties: Answering incoming calls from customers who want to set up payment arrangement Assisted customer with their billing inquiries Assisted with basic troubleshooting on their mobile devices Answering general inquiries Actioning plan renewals, adding insurance and additional plan services Routing the call to the correct department Placing an order if the customer wants a new phone and filing a claim for their insurance LANGUAGE English Spanish TOOLS Zendesk Live Agent Front Salesforce Jarvis Notion Slack Teams Google Calendar Calendly Airtable Canva Snapseed MS Excel MS Word MS PowerPoint Gmail Outlook Google Drive Google Suite Dropbox Skype Zoom Google Meet LockedOn Grammarly Airbnb Booking.com Trip.com traveladvisor.com ChatGPT Squarespace Doodle SKILLS Customer Support Punctuality Skills Reliable Fast Leaner Adaptable Goal Getter Tech-savvy Calendar & Email Management Lead Generation Email & Chat Support Communication Skills Keen on details Appointment Setting Active Listening Organize Social Media Management CERTIFICATION VA Training Udemy Upwork Customer Support Badge