Michael Jedd Anjelo Zabalerio Isaac

ANJELO ISAAC DIGITAL MANAGER | CONTENT WRITER VIRTUAL ASSISTANT WORK EXPERIENCE Virtual Assistant MICHAEL JEDD ANJELO ZABALERIO ISAAC CONTACT INFORMATION Tayabas City Province of Quezon 4327 PHILIPPINES @mjazi @MJAZI01 My Portfolio: ibit.ly/NhVh TalentPop | February 2021 - November 2025 Handling customer inquiries via email related to client products, warranties, and policies with efficiency and professionalism. Processing and management of warranty replacement concerns, ensuring eligibility verification and smooth coordination of replacements. Encoding and tracking replacement orders in the system to ensure accuracy and timely fulfillment. Providing customers with shipping and tracking information and resolving any issues related to order deliveries, replacements, and delays. Collaborating with internal teams to escalate complex concerns and ensure customer satisfaction. Maintaining detailed and organized email records to enhance efficiency and improve response time. Encoding inquiries, regarding product availability, isolated product issues, collaborations, and reviewerships. Reporting and escalating to management as needed Digital Manager RMG Marketing | March 2020 - February 2021 Built relationships with both prospects and clients and the community to promote long-term business. Coordinated internal resources, manpower, and clients for the flawless execution of campaigns and projects Created spreadsheets, diagrams, and process maps to document needs Delegated project tasks based on team members' individual strengths, skill sets, and experience levels Ensured that all projects are delivered on-time, within the scope, and within budget Established comprehensive project plans to be shared with clients as well as other staff members Generated detailed project plans to monitor and track progress Managed client's Social Media Content Posting, Outreach, and Curation Reached out to prospects and third party providers to locate interested businesses willing to collaborate or partner up Reported and escalate to management as needed Tracked project performance, specifically to analyze the successful completion of short and long-term goals Used and continually develop leadership skills Worked on other related duties as assigned WORK EXPERIENCE INTRODUCTION A dynamic and adaptable professional with twelve years of extensive experience in the BPO industry, specializing in Customer Solutions, Financial Care, and Technical Support. I also bring four years of expertise in digital marketing and social media management, supported by a strong background in content and creative writing, on-page SEO, WordPress management, and virtual assistance. Committed to excellence, I deliver highquality results, stay current with evolving technologies, and consistently meet deadlines to provide exceptional service and impactful solutions. Client Acquisitions Agent / Digital Manager KraftOutsourcing | February 2020 - July 2020 Built relationships with prospects and clients and the community to promote long-term business. Contacted potential clients via outbound calls to locate interested businesses willing to collaborate, partner up, or acquire outsource services Curated customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken. Handled scheduling and setting-up well-qualified appointments to discuss offers and proposals. Mentored, guided, and assisted new hires with system navigation and call handling via roleplay and shadow sessions. Responded to all customer inquiries thoroughly and professionally. Worked on additional tasks, with appropriate and detailed instructions. Virtual Assistant / Appointment Setter 1000 Calls A Day | February 2018 – October 2019 Built relationships with leads and community to promote longterm business. Contacted potential leads from provided call lists via outbound calls to located individuals with the intention of selling their properties. Handled Setting, scheduling, and managing well-qualified appointments, for the investor to discuss offers and proposals. Kept records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions were taken. Mentored and assisted new hires with system navigation and call handling via roleplay and shadow sessions. Participated in group discussions, huddles, and meetings Provided detailed reports regarding tasks for EOD and KPIs Respond to all customer inquiries thoroughly and professionally. Worked on additional tasks, with appropriate and detailed instructions. Freelance Content Writer / On-Page SEO / Virtual Assistant FREELANCER | November 2017 – August 2018 AWARDS RECEIVED Most Outstanding Employee of the Year, Pixelpoint Hive (2015) Best Mobile App Design, HGFZ Graduate Center (2014) Design Awards, Cliffmoor College (2012) Authored articles that are optimized for the Web, with succinct, fact-filled content, that is cross-referenced with backing information and sources. Contacted potential leads from provided call lists via outbound calls to located individuals with the intention of selling their properties. Researched topics and provide various detailed options for clients to choose from that would fit their needs. Handled Setting, scheduling, and managing well-qualified appointments, for the investor to discuss offers and proposals. Managed daily calendar activities, set up reminders, and maintained organized schedules Oversaw basic set-up for WordPress Websites for SEO Provide various levels of customer service Worked on additional tasks, with appropriate and detailed instructions. WORK EXPERIENCE SKILLS SUMMARY Project Management Customer Experience Budgeting and Cost Analysis Enterprise Resource Planning Staff and User Training Process Improvement Content Writer Pix And Codes | July 2017 – November 2017 Authored articles that are optimized for the Web, with succinct, fact-filled content, that is cross-referenced with backing information and sources. Organized material and complete writing assignments according to set standards regarding order, clarity, conciseness, style, and terminology. Participated in group discussions, huddles, and meetings Researched topics and provide various detailed options for clients to choose from that would fit their needs. Reviewed published materials and recommend revisions or changes in scope, format, content, and methods. Provide various levels of customer service Worked on additional tasks, with appropriate and detailed instructions. Freelance Content Writer / On-Page SEO / Virtual Assistant FREELANCER | May 2015 – July 2017 Social Media Management Content & Creative Writing Google Suite Graphic Design ( C A N V A ) Virtual Assistance Graphics Design Business to Consumer Intercation Lead Generation Amazon Seller Central Client Relations Management General Administrative Support Wordpress & WIX Authored articles that are optimized for the Web, with succinct, fact-filled content, that is cross-referenced with backing information and sources. Contacted potential leads from provided call lists via outbound calls to located individuals with the intention of selling their properties. Researched topics and provide various detailed options for clients to choose from that would fit their needs. Handled Setting, scheduling, and managing well-qualified appointments, for the investor to discuss offers and proposals. Managed daily calendar activities, set up reminders, and maintained organized schedules Oversaw basic set-up for WordPress Websites for SEO Provide various levels of customer service Worked on additional tasks, with appropriate and detailed instructions. Senior Process Executive (ComputerShare) Cognizant | August 2014 – December 2014 Actively trained with Product Specifications, Technical and Customer Relations Conferred with customers by telephone to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints. Finished contract forms, prepare change of address records, or issue service discontinuance orders, using computers. Improved quality results by adhering to standards and guidelines; recommending improved procedures. Kept records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken. Maintained communication equipment by reporting problems. Obtained and examine all relevant information to assess the validity of claims and to determine possible causes, such as a death in the family, bankruptcy and the like that could change their policy. Updated job knowledge by studying new product descriptions; participating in educational opportunities. EDUCATIONAL HISTORY INFORMATICS - Lucena Advanced Speech Communication & Media Studies May 2007 - August 2007 Contact Center Finishing Course (CCFC) March 2007 - May 2007 Systems Technology Institute (STI) College of Nursing - Lucena Bachelor of Science in Nursing June 2004 - April 2007 WORK EXPERIENCE Customer Support Specialist (Sirius XM) Technical Chat Support Specialist (Xbox Live) STREAM (Convergys) | March 2013 – April 2014 Actively trained with Product Specifications, Multitasking, Financial Handling, Shifting Schedules, Communication Skills, Technical, and Customer Relations Acquired knowledge regarding common issues and concerns of login, account security, and account access to XBOX Live community, and Sirius XM Conferred with customers by telephone to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints. Finished contract forms, prepare change of address records, or issue service discontinuance orders, using computers. Kept records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken. Maintained and improved quality results by adhering to standards and guidelines; recommending improved procedures. Obtained and examine all relevant information to assess the validity of claims and to determine possible causes, such as extreme weather conditions that could increase utility bills. Updated job knowledge by studying new product descriptions; participating in educational opportunities by participating in group discussions, huddles, and meetings Technical Support Specialist (AT&T Uverse) Teleperformance | May 2010 – March 2013 TRAININGS RECEIVED Cyber Security Awareness Training Benched Agent Refresher Training Project Management Training Seller Central Intro Training ShipStation Intro Training Shopify Training Gorgias Intro Training Zoho Intro Training Hubstaff Intro Training Customer Experience Refresher Advanced Speech and Communication Intermediate Graphic Design Digital Marketing & Management Canva & Photoshop Refresher Social Media Management Amazon Seller Central Management Time Management Actively studied Product Specifications, Multitasking, Financial Handling, Shifting Schedules, Communication Skills, Technical, and Customer Relations Acquired knowledge about technical specifications and product details as well as setup of Uverse Home TV, Phone, as well as Internet configurations and network connections Conferred with customers by telephone to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints. Contributed additional assistance by suggesting and checking alternate spellings, locations, and/or listing formats Determined, calculated, and quote charges for services such as long-distance connections and annual memberships. Finished contract forms, prepare change of address records, or issue service discontinuance orders, using computers. Kept records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken. Maintained and improved quality results by adhering to standards and guidelines; recommending improved procedures. Obtained and examine all relevant information to assess the validity of claims and to determine possible causes, such as extreme weather conditions that could increase utility bills. Updated job knowledge by studying new product descriptions; participating in educational opportunities by participating in group discussions, huddles, and meetings