Michelle Anne Estrella

MICHELLE ANNE ESTRELLA CUSTOMER CARE PROFESSIONAL Motivated and enthusiastic customer care professional with vast experience in Co-Living Real Estate, Construction, Banking, and Finance. Bringing forth a proven track record of achievement and a reputation for positive collaboration. Confident, hard working, and committed to seeing results in whatever job role I am in. Reliable and dedicated in finding a new career that will benefit from my superior skill set and energetic drive. WORK EXPERIENCE PROJECT ASSISTANT/ADMINISTRATIVE ASSISTANT Studio DB New Zealand | May 2023 - July 2024 PROFESSIONAL SKILLS Customer Service Client Success Management Collections Sales Skip Tracing Graphic Design and Editing (Canva and Photoshop) Taking Minutes of the Meeting Email Management Travel Management Google Workspace (Drive, Docs, Sheets, and Forms) Calendar Management Send Files Using Dropbox CRM (Trello, Salesforce, Hubspot, Zendesk, Citrix) Slack Microsoft Office Administrative Assistance Procore Financial OpenSpace PERSONAL SKILLS Creative spirit Reliable and professional Organized Time management Team player Fast learner Motivated CONTACT : - :- Manage Head of Project Delivery calendar, travel bookings, and appointments Assist the Finance Team with invoice data entries in MYOB, Xero, and Procore Financials Utilise and promote Procore and Studio DB systems to assist project workflow and ensure processes are followed Assist accounts with invoicing sign off by Project Managers Review and check final project documentation for accuracy once contract is signed Prepare and send out purchase order, including updating of project budgets Prepare and distribute weekly client reports Ensure project information is up to date, correct, and aligned Project support – track and follow up furniture deliveries, installs, defects fixes, council documentation, as needed Prepare and execute approved Additional Work Requests (AWRs) Monitor and track OpenSpace captures Draft documents Other ad hoc duties CUSTOMER CARE ASSOCIATE Room Estate AG Switzerland | September 2022 - November 2023 Provide multi-channel support such as phone, live chat, and email Maintain and update the CRM, tickets, and contracts Respond to questions Update customer information, data entry and maintenance of data bases Ensure that the tenant is informed about the progress of the request Provide exceptional customer service to tenants Use questioning and listening skills that support effective communication Work on special projects Analyze and process service requests Other ad hoc duties CUSTOMER CARE PROFESSIONAL (B2B) American Express International Inc. | October 2016 - August 2022 Build clients' interest in the services and products offered by the company to help expand their small business and better manage cashflow Deliver extraordinary customer experience by responding to questions concerning customer accounts in a fast paced, structured customer care environment Evaluate and analyze account information and recommending tailored solutions to our customers, reinforcing the benefits of membership by providing relevant offers that deepen customer engagement with our products and services using proprietary CRM tool (similar to Zendesk and Salesforce) Resolve product or service inquiries by asking probing questions, determining the cause of the issue; selecting and articulating the best solution to drive brand advocacy Adherence to quality and compliance guidelines Document necessary account information and offer custom solutions that benefit the customer Grow and nurture customer relationships on every interaction that results in measurable Customer value Deliver extraordinary results measured by customer satisfaction, effectiveness, efficiency and quality Other ad hoc duties CUSTOMER CARE PROFESSIONAL (CONSUMER) Hinduja Global Solutions | September 2010 - March 2016 Answer inbound calls as well as assist clients' who have specific inquiries Build customer’s interest in the services and products offered by the company to help maximize their membership and manage household expenses Provide personalized customer service of the highest level Update the existing databases with changes and the status of each client Transfer customer calls to appropriate staff Identify, research, and resolve customer issues using the computer system Follow-up on customer inquires not immediately resolved Research billing issues, misapplied payments, and etc. Recognize, document and alert the supervisor of trends in customer calls Other ad hoc duties EDUCATION BACHELOR OF ARTS MAJOR IN PSYCHOLOGY University of the Philippines | 2002 - 2008