Nephi De Guzman

MR. NEPHI A. DE GUZMAN Rm. 410 San Joaquin Medium-Rise Condominium, San Rafael St. corner San Ignacio St., Boni Avenue, Mandaluyong City-- Professional Experience Shopify Virtual Assistant, January 2018 – June 2018 2018 Provides customer service through email and Facebook which includes answering queries related to products, order process and company Performs order fulfillment though Oberlo and AliExpress which includes placing of order, tracking and disputing lost or damaged items to suppliers Inventory management by ensuring that all published products have available stocks and updating of prices Ensures that all disputed credit card transactions are responded accordingly on a daily basis Merit Stainless Steel Inc. 2017 Sales Manager, July 2017 – December 2017 Accomplishes business development activities by researching and developing sales opportunities, implementing sales and marketing plans and managing staff Achieves sales operational objectives by contributing marketing and sales information and recommendations to strategic plans reviews, preparing and completing action plans, implementing productivity, quality and customer-service standards, resolving problems, completing audits, identifying trends and determining system improvements Meets sales financial objectives by forecasting requirements, preparing an annual budget, scheduling expenditures and analyzing variances Determines annual and gross profit plans by forecasting and developing annual sales quotas for regions, projecting expected sales volume and profit for existing and new products, analyzing trends and results, establishing pricing strategies, recommending selling prices, monitoring costs, competition, supply and demand Identifies sales opportunities by identifying consumer requirements, defining market and competitor’s strength and weaknesses QBE GSSC 2015 – 2017 Team Leader Motor and Home Insurance Claims Department, June 2015 – July 2017 Manages the performance of claims officers which includes developing them to be a highly skilled workforce who can deliver excellent outcomes Implements and maintains management strategies that will maximize potentials, minimize expenses and help achieve financial goals and objectives Manages stakeholders and maintain excellent internal relationship by ensuring that all operational and service targets are being met JPMorgan Chase & Co. 2006 – 2015 QA Supervisor Real Estate Owned QA Department, July 2014 – May 2015 Manages the productivity and performance of Quality Specialists auditing both Chase employees and contracted vendors Improves skill level and productivity through effective coaching, guidance delegation and feedback. Determine upcoming needs and coverage for policy and procedural updates that need to be delivered Participates in LOB Business and Strategic Planning for the purpose of achieving business standards Conducts Business Reviews with both onshore business partners and Manila management Performs quality audit of work completed by direct reports to be part of their quality score Works on special projects or other duties as assigned Operations Supervisor Invoice Processing Department, February 2013 – June 2014 Manages the productivity and performance of Operation Specialists processing different invoice types and exception queues within agreed SLA Improves skill level and productivity through effective coaching, guidance delegation and feedback Determine upcoming needs and coverage for policy and procedural updates that need to be delivered Participates in LOB Business and Strategic Planning for the purpose of achieving business standards Works on special projects or other duties as assigned Job Coach Real Estate Owned QA Department, August 2011 – January 2013 Provides one on one support to help improve performance on an individual level to meet established goals Provides monitoring and diagnostic feedback to quality specialists and managers, supplemental training and coaching to address process changes Analyzes data and identifies trends, root causes, and process improvement opportunities Facilitates calibration sessions with Manila Quality Management and U.S. Production Management to determine procedural gaps and to create an effective solution. Trains new hires to bring them up to competency Facilitates trainings on newly acquired functions. Assumes the role of a supervisor if supervisor is not available whose responsibilities include managing a team of quality specialists and completing of all necessary administrative tasks Quality Specialist Real Estate Owned QA Department, October 2010 – August 2011 Reviews and audits performance of Real Estate Owned employees in the United States responsible for ensuring compliance of contracted third party companies based on applicable guidelines Reviews and validates accuracy of documentations approved and submitted by Closers in the United States Customer Care Research Analyst Misdirect Department, September 2009 – September 2010 Completes and provides feedback for misdirected routes or requests made by Customer Care Department Responsible for identifying procedure gaps for all lines of business Communicates with AVP and VP level management to ensure procedures are accurately reflected in the systems Collects and analyzes raw data and generates reports Customer Care Professional Mortgage Customer Care Department, June 2006 – August 2009 Responds to customers’ mortgage related requests and inquiries. Maintains Average Handling Time, Quality Scores and CSAT Survey Scores Conducted coaching sessions to other Customer Care Professionals to improve CSAT Survey scores People Support 2006 Customer Service Representative Expedia, January 2006 – May 2006 Responds to customers’ hotel, car and flight related requests and inquiries Maintains Average Handling Time, Quality Scores and CSAT Survey Scores TeleTech 2004 – 2005 Inbound Sales Representative Best Buy, April 2005 – December 2005 Responds to customers’ inquiries pertaining Best Buy’s products such as price, specification, availability and promo Places customers’ orders then advise them of next steps Maintains Average Handling Time, Quality Scores and CSAT Survey Scores Customer Service Representative Best Buy, September 2004 – March 2005 Responds to customers’ requests and inquiries pertaining to status of purchased items or order modification Maintains Average Handling Time, Quality Scores and CSAT Survey Scores Advanced Contact Solution 2004 Customer Service Representative Home Shopping Network, March 2004 – August 2004 Responds to customers’ inquiries pertaining products such as price, specification, availability and promo Places customers’ orders then advise them of next steps Responds to customers’ requests and inquiries pertaining to status of purchased items or order modification Maintains Average Handling Time, Quality Scores and CSAT Survey Scores Pacific Contact Systems Inc. 2004 Outbound Sales Agent WebEx, October 2003 – February 2004 Performs outbound call to small-sized business owners to offer 14-day trial period or enrollment to a website design program to advertise their businesses Maintains Offer Close Rate Educational Attainment TertiaryRizal Technological University Barangay Malamig, Boni Avenue, Mandaluyong City, Philippines Bachelor of Science in Education Major in English - Undergraduate SecondaryRizal Technological University Barangay Malamig, Boni Avenue, Mandaluyong City, Philippines PrimaryDumanjug Central School Bito-on, Dumanjug, Cebu, Philippines Skills Proficient with Microsoft Office applications such as Word, Excel and PowerPoint Reference Available upon request PRE-REQUISITE QUESTIONS: 1. Your hourly rate:$15.00 2. What hours you’re available (please convert this to the PST time-zone):I don’t have time restrictions. My schedule will depend on when you need me. 3. Why you are VA?—?What do you enjoy most about it?:I decided to switch from a corporate set-up work to home-based because of the worsening traffic situation here in Manila. The usual 30-minute drive became a 2-hour drive. Although, what I like most about being a Virtual Assistant is that I still get to do and enjoy my work at the comfort of my home. Another advantage of working at home is it’s more relaxing because your work can still be stressful depending on complexity and deadline but there’s no added stress that you can get from your co-workers in a usual office set-up. Home-based set-up also means less distraction which can make you focus more on the task and be more productive.