Paulene Ruth A Lao

PAULENE RUTH LAO-- Muntinlupa City, Ph, 1772 SUMMARY SKILLS Highly motivated Customer Service Support with a desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Inbound Calling Active Listening Product Knowledge Database Maintenance Call Management Social Media Updating Customer Service Calendar Management Administrative Support File Organization Critical Thinking Meeting Scheduling Problem-Solving Abilities EXPERIENCE Virtual Assistant | 06/2020 - 11/2023 Cyberbacker - Utah, USA Conducted initial phone interviews with potential candidates to assess their skills and qualifications. Advised clients on best practices when recruiting new employees. Maintained accurate records of all applicants' information throughout the recruitment process. Utilized social media networks for sourcing passive job seekers. Coordinated interview schedules between clients and applicants. Participated in team meetings, providing updates on recruitment activity status. Planned and executed recruitment events to bring in area candidates. Reviewed employment applications to match applicants with job requirements. Email Support Representative | 01/2020 - 16/2020 Penbrothers- Makati, PH Maintaining a positive, empathetic, and professional attitude toward customers at all times. Responding promptly to customer inquiries. Communicating with customers through various channels. Acknowledging and resolving customer complaints. Knowing our products inside and out so that you can answer questions. Processing orders, forms, applications, and requests. Keeping records of customer interactions, transactions, comments, and complaints. Communicating and coordinating with colleagues as necessary. Providing feedback on the efficiency of the customer service process. Ensure customer satisfaction and provide professional customer support PAULENE RUTH LAO EXPERIENCE -- City, Ph, 1772 ESL Teacher | 01/2018 - 06/2020 Freelance - Muntinlupa, PH Conducted weekly one-on-one tutoring sessions with students needing extra assistance. Organized supplementary materials in English for all students. Created interesting and age-appropriate reading lists to expand English vocabulary and comprehension skills. Developed lesson plans to teach course materials according to schedule. Integrated academic and vocational curricula to help students learn variety of skills. Customer Service Representative | 05/2015 - 06/2017 Convergys - Muntinlupa, PH Answered customer inquiries and provided accurate information regarding products and services. Provided excellent customer service to resolve customer complaints in a timely manner. Maintained detailed records of customer interactions, transactions and comments for future reference. Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service. Remained calm and professional in stressful circumstances and effectively diffused tense situations. Demonstrated excellent communication skills in resolving product and consumer complaints. De-escalated problematic customer concerns, maintaining calm, friendly demeanor. Consulted with customers to resolve service and billing issues. Educated customers on special pricing opportunities and company offerings. EDUCATION Pamanasan ng Lungsod ng Muntinlupa - Muntinupa Bachelor of Arts Mass Communication | 04/2014