MARY GRACE C. CAINDOY
Address:
Block 8 Lot 3 Mockingbird Street,
Westwood 1, Lancaster Zone 2,
Pasong Camachile 1, General Trias,
Cavite, Philippines 4107
Mobile No.
E-mail
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PERSONAL INFORMATION
Age:
Date of Birth:
Place of Birth:
Religion:
38
September 25, 1982
Tuguegarao City, Cagayan Valley, Phil.
Evangelical Christian
Civil Status:
Height:
Weight:
Married
5’2”
165 lbs.
EDUCATIONAL ATTAINMENT: Graduate Bachelor’s Degree
Cagayan State University
Carig, Tuguegarao City, Cagayan
Course: Bachelor of Arts in Public Administration
School Year
2001 – 2004
University of the Philippines
1999 - 2000
Baguio City, Philippines
Course: Bachelor of Arts in Social Sciences Majors in Psychology and Philosophy
WORK EXPERIENCE
Position:
Client:
Virtual Assistant (Team Leader)
TestMax Inc. (testmaxprep.com)
424 Pico Boulevard, Santa Monica, California USA 90405
February – December 2020
Job Description:
Managed a team of 14 Virtual Assistants
Provided customer service as first point of contact
Handled general customer support thru chat and email channels using various
tools
Performed all general administrative works for my team and the client’s
Director for Sales
Booked calls for customers/leads and the sales representatives
Conducted orientation and training to newly hired VAs
Generating timesheet reports
Email Management
Calendar Management
Created chat and email templates to be used by the team in communicating
with our customers
Conducted online team huddles, meetings, and updates
Overall in-charge of the team’s daily operations
Provided real-time support, feedback and coaching sessions to the VAs based on
their outputs/performance, behaviors, work ethics, and policy adherence
Worked on all special projects assigned by the client
Attended meetings with our client and the executives
Position:
Performance Development Coach (eBay Inc.)
Company:
ePERFORMAX Contact Centers Corporation
Scape Bldg., 23 Diosdado Macapagal Ave. cor Pearl Drive
Central Business Park, San Rafael, Pasay City, Philippines 1302
July 2017 – October 2019
Job Description:
Managed 6 teams of 15-20 customer service representatives to maximize
performance and ensure quality service to meet the client demands
Conducted individual and group coaching sessions to my agents (on the aspects
of performance, attendance opportunities, behavioral callouts, and disciplinary
actions)
Did call evaluations and provided feedback about the calls
Conducted team huddles and meetings
Took escalated calls of my agents
Provided real time floor support
Did performance assessment for certifying trainees
Participated in calibration sessions with the managers and our clients
Created performance reports and participated in client presentation of weekly,
monthly and quarterly performance reviews
Performed ad hoc administrative tasks
Position:
Performance Quality Analyst (eBay Inc.)
Company:
ePERFORMAX Contact Centers Corporation
Scape Bldg., 23 Diosdado Macapagal Ave. cor Pearl Drive
Central Business Park, San Rafael, Pasay City, Philippines 1302
July 2015 – July 2017
Job Description:
Did call evaluations to identify agents' strengths and opportunities,
Provided feedback based on the call objective evaluations
Participated in weekly calibration sessions with other performance analysts, the
managers and clients to ensure a streamlined assessment of performance
Conducted/facilitated huddles, call listening sessions, and other meetings with
the agents
Created call quality reports and analysis
Performed ad hoc administrative tasks
Position:
Customer Support Specialist (eBay Inc.)
Company:
ePERFORMAX Contact Centers Corporation
Scape Bldg., 23 Diosdado Macapagal Ave. cor Pearl Drive
Central Business Park, San Rafael, Pasay City, Philippines 1302
July 2013 – July 2015
Job Description:
Provided front line phone and email support that caters to eBay Inc. customers
Handled customers' inquiries about their transactions, disputes, billing, listings
and all other issues with their eBay account
Performed basic troubleshooting for customers who have issues with their eBay
account and the website
Did outbound calls for follow-up with customers
Handled Buying, Selling, and Registration concerns of our customers
Position:
Administrative Assistant
Company:
PC Basics Corporation
ilshire Plaza, Annapolis St.,
W
Greenhills, San Juan
May 2011 – October 2012
Job Description:
Bookkeeping and accounting
Verified, filed, managed, and secured all company documents
Data entry and accounts management
Coordinated with different government and private agencies
Point of contact for our clients and suppliers
Created business reports
Managed the company’s product inventory system
Did all general administrative tasks
KNOWLEDGE and SKILLS
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Team/People Management
General Administrative support
Customer Support (email, chat, and phones)
English Communication (Verbal and written)
Email Management
Calendar Management
Advanced computer skills and troubleshooting
Data analysis and evaluations
Performance Development skills
Web research and documentation
Google Suite Applications
Microsoft Office Applications
