Mylene Villagomez

MYLENE VILLAGOMEZ OPERATIONS MANAGER | VIRTUAL ASSISTANT | CSR | EMAIL AND CHAT SUPPORT SUMMARY- Resourceful Customer Support Specialist who consistently meets and exceeds productivity goals. Proven capacity to troubleshoot issues quickly. Maintains a high level of professionalism, patience and efficiency to minimize customer dissatisfaction and increase customer loyalty. WWW.LINKEDIN.COM/IN/MYLENE-VILLAGOMEZ - EDUCATION SKILLS Troubleshooting Knowledge in Microsoft Delos Santos – STI College Service & Support Office 360 & Google Suite Bachelor of Science in Nursing Computer Savy Expertise in Freshdesk & Conflict resolution Zendesk and Salesforce Critical thinker Problem Solving Skills Licensed Registered Nurse EXPERTISE Appointment Setter Chat Support Customer Service Data Entry Phone Support Technical Support Email Support EXPERIENCES CUSTOMER LOYALTY SPECIALIST (CHAT & EMAIL) - BALSAM HILL BRANDS SEPTEMBER - DECEMBER 2019 (SEASONAL) LAPTOP SPECS AMAZON REVIEW SPECIALIST AND ORDER PROCESSING – VIP POWER DEALS JULY 2019 – up to present VIRTUAL ASSISTANT / QA SPECIALIST – HOSPICE ALLIANCE NETWORK APRIL 2019 – JULY 2019 OPERATIONS MANAGER – PRACTO INC JULY 2017 – MAR 2019 Content Function: Delivered Content collection and enrichment targets in chosen cities in the country and across healthcare segments. Hired and retained A-players in the Content team. Aligned the team in achieving Quarterly deliverables set in different quarters, operating within the agreed budget and headcount and optimizing it whenever possible. Maintained full accounting of all business expenses related to Content. Ensuring that performance management, coaching and professional development happens at all levels of the Content team. Support Function: 1. Customer Support Resolve complex technical queries and issues of product functionality and defect correction as well as coordinating with the relevant stake holders for product support. Resolve the customer issues within defined TAT/SLA. Able to demonstrate excellent troubleshooting and problem-solving skills. Ability in timely, attention to detail, ability to research and able to arrive at solution and challenges the process and come up with different alternatives. Back-up Desktop: Lenovo C260 8GB RAM Windows 10 2. Customer Engagement Understanding customer behavior, expectations from the product analyzing usage trends and product adaptability to increase usage and make the product sticky. Work towards providing an excellent customer experience by going that extra mile on every interaction. SPEED TEST 3. Customer Retention Maintain overall customer satisfaction levels and Net promoter score. SUPPORT MANAGER – PRACTO INC JULY 2015 – JULY 2017 • Manage team lead and team members from Philippines and Singapore ,prepare work schedules and assigning specific duties. • Determine staffing requirements, interview, hire and train new employees, or oversee those personnel processes. • Monitors staff performance, ensures work quality, and implements policy. • Payroll management which includes tracking of attendance, tardiness etc. • Conduct performance review of Team Leads and design a plan of action for further performance improvement in a monthly and quarterly basis. • Provide timely and constructive feedback to all Support members. • Coordinate and review the development of training material for support staff. SALES SUPPORT & ENROLLMENT SPECIALIST - ALTA RESOURCES OCT 2011 – FEB 2015 CUSTOMER SERVICE REPRESENTATIVE JAN 2010 – OCT 2011 SITEL PH Back-up Internet PLDT Home Prepaid Wifi LTE - 10mbps