Michelle Yvonne Roldan Do

Michelle Yvonne Roldan- Do Contact #: (- Email:-Skype ID: michelleyvonneroldando PERSONAL BACKGROUND Date of Birth: November 06, 1984 Sex: Female Height: 5’ Weight: 45kg Civil Status: Married Citizenship: Filipino Spouse Name: Marlon Brian Lopez- Do Spouse’s Occupation: AB Seaman (Swire Pacific Offshore Inc.) Citizenship: Filipino Skills: Customer Support, Product Support, Technical Support, Sales Representative, Vacation packages Bookings and Reservations, Virtual Assistant, Data Entry, Transcription, Emails, Live Chat, Outbound and Inbound calls, E commerce, Amazon account handling, Order Processing Other Skills: Cooking, Writing essays and features, Events Host, Script writing EDUCATIONAL BACKGROUND College Education - (Bachelor in Medical Laboratory Science) Cebu Doctor’s University, Cebu City, Philippines WORK EXPERIENCES • SYNNEX CONCENTRIX formerly Link2Support (CAGAYAN DE ORO CITY, PHILIPPINES) AUGUST - DECEMBER 2006 TECHNICAL SUPPORT REPRESENTATIVE – CHAT SUPPORT (LINKSYS PRODUCTS)  Assisting customers install their Internet devices  Troubleshooting Internet devices when cannot connect to the Internet or to the group network  Troubleshooting devices to connect to each other as one group network • AEGIS PEOPLE SUPPORT (CEBU CITY, PHILIPPINES) DECEMBER 2011- JANUARY 2014 TRAVEL EXPERT / VACATION PACKAGES RESERVATION (EXPEDIA SALES -US)  Received inbound calls for price inquiry about Flight, Hotel, Car rentals and Vacation Activities and book it for them  Help customer booked Flight, Hotel, Car Rentals and Activities  Assist customer with best destination packages  assist customer with available hotels  Assist customers with best flight time and schedule with the best rates available. • CONVERGYS (BANAWA- CEBU CITY, PHILIPPINES) JANUARY 2014- APRIL 2014 CUSTOMER SERVICE REPRESENTATIVE (SPRINT -US)  Received inbound calls for plan issues, phone issues and billing issues  Basic troubleshooting steps for phone issues  Explain and check billing issues  Escalate major billing issues with refund  Provide plan upgrades to existing eligible customers  Check customers’ accounts for possible issues • HAWK MEDIA GROUP (DIRECT HIRE ONLINE JOB) JUNE 2014 – DECEMBER 2014 VIRTUAL ASSISTANT/ TRANSCRIPTION  Virtual assistant roles  Upload new photos via WordPress  Update prices for items via WordPress  Upload articles on website via WordPress  Research for related articles with a given title/ topic  Check all website and links every shift for errors or website issues  Reporting website errors to website team • PRE- SCOUTER JUNE 2014 – OCTOBER 2014 APPOINTMENT SETTER (PART TIME)  Cold calling business companies to offer research  Leaving voicemails to specific list • The Australian Institute of Professional Education (AIPE) OCTOBER 2014- DECEMBER 2014 APPOINTMENT SETTER (PART TIME)  Cold calling customers to sign up for Australian educational programs  Checking customer’s details if eligible for the program. • REMPOWER REAL ESTATE JANUARY 2015 – DECEMBER 2015 VIRTUAL ASSISTANT / OPERATIONS MANAGER (FULL TIME)  Manage customer support agents  Schedule trainings for brokers and real estate agents  Check attendance sheet on trainings  Update schedule to inquiring customers  Answers inbound calls for all inquiries  Manage email support via Zendesk  Upload reports via infusion soft  Follow up with existing customers for their certificates  Update customer’s certificate if not provided in the system • SIDOXIA CAPITAL MANAGEMENT DECEMBER 2014 – NOVEMBER 2015 APPOINTMENT SETTER / VIRTUAL ASSISTANT (PART TIME)  Cold calling California business companies that may want to have a new retirement plan  Downloading the list of companies from a given link from client  Updating Excel sheet  Creating list of Companies that are eligible for the plan  Creating spiels for cold calling customers • AUSTRALIA FPP RESEARCH / SURVEY TEAM MARCH 2015 – JUNE 2015 APPOINTMENT SETTER / SURVEY (PART TIME)  Cold calling customers to sign up for Australian educational programs  Checking customer’s details if eligible for the program • LGI HOMES REAL ESTATE NOVEMBER 2014 – MAY 2015 VIRTUAL ASSISTANT / DATA ENTRY  Basic data entry  Calling customers to remind and confirm appointment with client  Provide customers the availability of client for appointments and site visit  Updating daily list for customer’s name on site visits  EUCAN TRADING FEBRUARY 2015 – MARCH 2016 CUSTOMER SUPPORT REPRESENTATIVE  Email support using Zendesk  Chat support using Zopim  Phone support via Zendesk phone  Process refunds and cancellations and replacements using Shopify  Providing tracking details  Making follow up with courier for shipping issues  Escalating issues  Creating canned messages on chat and email  IAMNER NOVEMBER 2015 – OCTOBER 2016 CUSTOMER SUPPORT REPRESENTATIVE  Order processing using Quicksales  Sending order request via Zoho to supplier  Sending quotes to customers  Sending specifications for orders  Providing details for replacement if product ordered is not available or no longer available  Research on replacements  Research for lowest price offer for specific orders from different supplier sites  Updating prices on the website  Chat Support  INTELLIGENT GREEN SOLUTION AUGUST 2016 – SEPTEMBER 2017 QUALITY CONTROL TEAM CUSTOMER SUPPORT REPRESENTATIVE  Creating cases and issues based on inspection results by quality analyst  Updating case and issue status on salesforce  Receiving inbound calls for farmers calling in for system issue  Updating drop box for photos uploaded by installers, repair team and quality team  Updating salesforce feed for daily updates on a specific site  Calling out farmers for materials’ delivery schedule  Calling out farmers for repair and installation schedule  Admin support for all list needed for reports  UNITED PROMOTIONS APRIL 2016 – AUGUST 2017 Customer SUPPORT MANAGER  Manage customer support agents  Email support using Zendesk  Chat support using Zopim  Phone support using ring central  Checking order details in backend making sure details are correct and complete  Approving orders to move to production portal  Making sure orders are in time for production and shipping  Making sure website and back end are all working fine  Making sure emails and inquiries are answered correctly and immediately  INFERNAL INNOVATIONS MAY 2016 – APRIL 2017 Customer SUPPORT MANAGER  Email support via amazon accounts and Godaddymail  Handling amazon accounts for UK, US and Canada  Making sure account health is good by reaching out to customers who leaves negative reviews/ feedback  Processing replacement  Requesting refunds via amazon support  Updating inventories and checking inventories for each site  Follow-up with customers on order issues via email for replacement, refunds and lost packages  Responding to feedback and reviews  Admin task like updating sheets for all reports • CHARMED AROMA DECEMBER 2016 – FEBRUARY 2017 CUSTOMER SUPPORT REPRESENTATIVE (SHORT TIME DUE TO CONFLICT IN SCHEDULE)  Email support via Zendesk  Escalating issues to designated team  Requesting refund  Requesting replacements  Providing product information via email with updated promotions/ deals  Providing gift orders for selected and eligible customers • SQUALET AUGUST 2017 TO OCTOBER 2017 CUSTOMER SUPPORT REPRESENTATIVE (SHORT TERM SINCE COMPANY CLOSED)  Email support  Shopify  Requesting replacements  Requesting refund  Checking tracking details  Providing tracking numbers  SUPERNOVA MARCH 2015 - PRESENT CUSTOMER SUPPORT REPRESENTATIVE  Email support via desk emails  Chat support via Snap Engage  Escalating refunds and replacements  Follow up with customer on tracking numbers and order issues  Assisting inquiries about the product, prices and promos SKILLS/QUALITIES/INTEREST • • • • • • • • • • • • • • • • • Good in email and chat presentation Technical support skills Good Customer Service skills Multitasking Active Listening Good in interpersonal relationships Good in therapeutic communication Sensitive to own and other people’s needs Honest, patient and respectful Hard working Has good work ethics Learns fast Follows instructions efficiently Works in less supervision Leadership Skills Attention to details Good Team Player These are some of the applications and skills I am well equipped of: Email Support – ADVANCED Chat Support – ADVANCED Customer Support – ADVANCED Product Support – ADVANCED Ecommerce – ADVANCED Data Entry - ADVANCED Microsoft Offices - ADVANCED Zendesk - ADVANCED Zopim - ADVANCED Snap Engage - ADVANCED Desk emails – ADVANCED GoDaddymail - ADVANCED Shopify - ADVANCED Intercom emails – ADVANCED Outlook office email ADVANCED Google Drive - ADVANCED Dropbox - ADVANCED Spree- ADVANCED Ring Central – ADVANCED WhatsApp – ADVANCED Skype – ADVANCED Live Chat – ADVANCED Salesforce –ADVANCED Freshdesk - ADAVANCED Technical Support - INTERMEDIATE Research- INTERMEDIATE Social Network handling – INTERMEDIATE Amazon Account handling – INTERMEDIATE BigCommerce - INTERMEDIATE Zoho – INTERMEDIATE Quicksales - INTERMEDIATE Yammer - INTERMEDIATE Skype calling – INTERMEDIATE Google Voice – INTERMEDIATE Bria – INTERMEDIATE XLite- INTERMEDIATE Infusionsoft – INTERMEDIATE LinkedIn - INTERMEDIATE Wordpress – INTERMEDIATE Appointment Setting INTERMEDIATE Cold Calling – BEGINNER Call fire - BEGINNER Slack - BEGINNER