PRECIOUS VALIENTE
Angeles City, Philippines • - •-
Virtual Assistant | Student Services Support | Admin Assistant
SUMMARY
Dedicated customer service representative with over 10 years of experience in providing
exceptional support and fostering positive customer relationships. Proficient in problem-solving
and adept at handling inquiries through various communication channels. Committed to enhancing
customer satisfaction and contributing to team success.
WORK EXPERIENCE
Student Support Team Leader - Brainsource Corporation
Nov 2019 - Present
Answer incoming calls as a course advisor and provide student support.
Respond to live chat inquiries on the website.
Create leads in the Customer Engagement Management (CEM) system.
Send emails using course guide templates from the CRM.
Record attendance and make follow-up calls regarding attendance.
Manage enrolment-related support tickets, including extensions and inquiries.
Address academic support tickets, referencing a database of common queries.
Follow up with lost leads to re-engage them.
Process enrolments for assigned courses and nurture potential students.
Moderate the Facebook group and assist with various marketing tasks as needed.
Perform other duties as assigned.
Maintain KB templates and processes
Prepare government funding documents and applications, monthly reports and progress
follow-ups
Live Chat Support - CXstomer
Jan 2022 - Aug 2022
Respond promptly and professionally to customer inquiries via live chat.
Provide accurate information about products, services, and company policies.
Assist customers with order placement, returns, and shipment tracking.
Troubleshoot technical issues and guide customers through solutions.
Escalate complex or unresolved issues to senior support staff or supervisors.
Maintain a thorough understanding of company products and policies to ensure accurate
assistance.
Proactively address customer concerns to prevent escalation.
Build rapport and establish positive relationships with customers through effective
communication and empathy.
Keep detailed records of customer interactions and resolutions in the CRM system.
Collaborate with team members and other departments to enhance the customer
experience.
Stay informed about product updates, promotions, and industry trends to address inquiries
effectively.
Continuously improve skills and knowledge through training and self-education to enhance
customer support.
Aim to meet or exceed key performance indicators (KPIs), including response time, customer
satisfaction, and first-contact resolution rate.
Customer Service Representative - Convergys
Oct 2015 - Apr 2016
Address questions and concerns regarding AT&T services, DirecTV subscriptions, billing,
and technical support via phone, email, and chat.
Offer detailed information about AT&T and DirecTV products, plans, features, and
promotions.
Help customers manage their accounts, including updating personal information, reviewing
bills, and explaining charges.
Troubleshoot and resolve common technical problems related to AT&T services and DirecTV
equipment, guiding customers through step-by-step solutions.
Assist customers with placing new service orders, scheduling installations, and managing
service upgrades or downgrades.
Address billing questions, explain charges, and assist with payment processing and
disputes.
Maintain accurate records of customer interactions, inquiries, and resolutions in the CRM
system.
Provide guidance on how to use AT&T and DirecTV services, including setting up devices
and accessing content.
Follow Up on Issues: Ensure customer satisfaction by following up on unresolved issues and
confirming resolutions.
Technical Support Representative - Sutherland Global Services
Sept 2014 - Sept 2015
Address questions and concerns related to Kindle tablets via phone, email, and live chat.
Offer detailed information about Kindle tablet features, specifications, and usage.
Guide customers through the setup process and troubleshoot technical issues, providing
step-by-step instructions.
Help customers with order placement, tracking shipments, processing returns, and
exchanges.
Assist customers in accessing eBooks, apps, and other content on their Kindle tablets.
Resolve common technical problems and escalate complex issues to the appropriate
technical support team.
Maintain accurate records of customer interactions, inquiries, and resolutions in the CRM
system.
Share customer insights and feedback with the product team to improve the Kindle tablet
experience.
Offer tips and best practices for using Kindle tablets effectively, including maximizing
battery life and managing storage.
Strive to provide a positive and professional experience for every customer, meeting key
performance indicators (KPIs) related to response time and resolution rates.
EDUCATION
Web Application Development
AMA Computer Learning College
Oct 2010 - Oct 2012
SKILLS
Technical Proficiency: Familiarity with customer relationship management (CRM) software and
helpdesk tools (e.g., Zoho Desk, Intercom, HelpScout)
Product Knowledge: Understanding of the company’s products or services, including features,
benefits, and usage.
Data Entry Skills: Ability to accurately input and manage customer information and inquiries in
databases.
Troubleshooting Skills: Proficiency in diagnosing and resolving technical issues related to
products or services.
Multichannel Communication: Skills in handling inquiries across various platforms, such as
phone, email, chat, and social media.
Billing and Payment Processing: Knowledge of billing systems, payment methods, and refund
procedures.
Time Management Software: Familiarity with scheduling tools and systems for managing
customer interactions.
Documentation Skills: Ability to create and maintain accurate records of customer interactions
and resolutions.
Report Generation: Skills in compiling and analyzing data to generate reports on customer
service metrics.
Quality Assurance: Understanding of quality standards and protocols for customer interactions.
CHARACTER REFERENCES
Available upon request
