Pauline Marie Doruelo

PAULINE MARIE L. DORUELO Human Resource Management | Administrative Assistant- Support-- Career Objective To enhance my ability in any kind of work. To be able to learn and explore new things and also to gain learning through different kinds of fields, and also to develop my skills and self-confidence in dealing with different kinds of people and tasks that I will encounter. Skills Human Resource Management | Administrative Support | Quality Assurance Specialist | Chat - Technical Support | Recruitment Specialist | Data Encoding | Email Management | Data Management | Virtual Assistant | Transcription | | Customer Service Representative | Appointment Bookings |Scheduling Calendar |Personal Assistant Employment history Assistant Human Resource Manager – Virtual Staffing Agency- UpWork Freelancer March 2021- Present As an Assistant Human Resource Manager I am in charge in implementing the work for Human resource management and my tasks include the following. 1. Email Management. 2. Recruitment Process 3. Implementing the Corporate Manual Policies and Procedure to agents 4. Direct communication with the client in terms of their required staff hours for the agents, schedule etc. 5. Time Management of the agents 6. Implementing the Violation and grounds for Agents that don’t follow the company procedure and protocol. 7. Job Posting in Social Media (Facebook, Website, Upwork platform) Administrative Support – Customer Success Specialist | Smilelove Canada – NewSmile Canada January 2019 – March 2021 As a Virtual-Admin Assistant, I do an administrative role that can make the life of the client easier on Admin stuff. My main responsibilities are the following: 1. Email Management - For customer who sends out inquiries about the products, questions that were raised via an email, follow up communication with the client as well. We use Zendesk, Gorgias and Gmail as one of our main tools for email management. 2. Chat/Communication Support – We communicate to the team via Gorgias, Zendesk, Slack, Skype, Whatsapp, Uber, Google meet Or Hang out 3. Process orders via Shopify 4. Creating Labels for Shipment and process lost claims via Canada Post FedEx DHL USPS 5. Follow up for shipment/ status of the order using Knack application. 6. Impression Help - Calling the customers and helping them making their impression in order for us to create their aligners. 7. Communication Application - Slack, Skype, Whatsapp, Uber, Google meet Or Hang out These are tools that we use in communicating to the customer for follow-ups. Quality Assurance Specialist | PanAsiatic Solutions Inc. May 2014 - September 2018 Working as a CSR for 4 years is a tough one and I have learned a lot, I make sure all my work is completely done and should be rated with good customer service and that is the main reason why I was promoted as one of the Quality Assurance Specialists or QAS in the same company. Here are some of the Descriptions of a Good Quality Assurance Specialist. 1. A quality-assurance analyst monitors phone calls to ensure representatives are following the organization’s protocols. 2. Areas the analyst might study include voice quality and product knowledge, as well as whether representatives stick to their training scripts. They also check to see if a customer is satisfied with the results of the interaction, and end calls in a friendly and professional way. 3. Quality Assurance Analysts often monitor phone calls to measure performance and help implement the business’s strategic objectives. Customer - Technical Service Representative | PanAsiatic Solutions Inc. February 2011 - May 2014 1. As a CSR (Customer service Representative) I make sure to assist the customer on his or her concern about the Product. Our main account is one of the largest Phone companies in the US. In order for me to provide good customer service, there are some things that need to be done. 1. Responsible for answering all the calls during working hours. - Inbound Calls 2. Listening to the customer's issue and assisting it in an enthusiastic manner. 3. Responsible for solving the customer's issue especially in doing some troubleshooting steps in order for the satisfaction of the customer. 4. Following all the Quality Guidelines in order to get high scores in both internal and external audits. Data Encoder/Secretary/ Accounting Clerk | Allen Marketing, Inc. February 2008 - January 2011 I applied for this position as an encoder alone however it turns out that my job is all around. I don't have any background in accounting but my good employer was so eager to teach me about accounting staff. Listed below is my job description as a Data Encoder/ Accounting Clerk/ Secretary. 1. Responsible for the Inventory of stock. 2. Purchasing of stock from Local and International Suppliers. 3. Receiving the incoming stock from the supplier. 4. Encoding all the receivable items. 5. Monitoring of the incoming and outgoing of stock on or before delivery. 6. In charge of everyday sales (CHARGE INVOICE/CASH SALES/POS) for checking, segregation, posting in ledger notebook before making a Statement of Account. 7. The payroll of each employee. 8. Jotting done all the purchases per month. 9. Responsible for all the accounts payable to be referred to the boss before issuing checks. Medical Assistance/Pharmacy Cashier/clerk | Doctors Hospital, Inc. February 2002 - March 2006 1. The most important thing for being a Medical Secretary are as follows: 1. Receiving calls for the schedule of check-up 2. Assistant Secretary of the Physician on duty. 3. Calling the patient for their follow up check-up. 4. Receiving appointments from Medical Representatives. 5. Cashier at my Employer's Pharmacy, and sometimes I help assist a customer if they need medicine for basic illnesses. Other experiences Data Encoder – Inkpal Canada (June 3 – August 3, 2020) Part time. Product Listing via Shopify. Transcriptionist – Work from Home I was able to work part-time in QA World - as a Call Analyst 1. Listen to call recordings 2. Transcribe the call using the template provided Appointment Setter – Work From Home (October 2018-up to January 2019) I was able to handle the outbound call – Homebase 1. We handle outbound call – Canada Base (Credit Card Account) 2. Make sure to hit the target quota before the weekend. Attended Training for General Virtual Assistant I was able to attend the training for the whole session for General Virtual Assistant. Listed below are the topics that were discussed. 1. Real Estate US Overview 2. Real Estate Owned and Short Sale 3. Offer Process 4. Transaction Coordination Package 5. Transaction Coordination Process 6. Multiple Listing Service 7. Blogging and Word Press 8. Facebook Management Character References: 1. Gemmilyn Labra Quality Control Supervisor NewSmile Canada – Vancouver British Columbia, Canada - 2. Paul Joseph Mijares - Quality Manager Panasiatic Call Center Solution, Bacolod City - 3. Therese Nolasco - HR Manager Panasiatic Call Center Solution, Bacolod City - I hereby certify that the information above is true and correct. Pauline Marie L. Doruelo Applicant