Raquel B Barlao

Raquel Barlao Road 5 Tinga Labac Batangas City 4200 H:- C:--/ Skype: live:mieraqz214 Website: ​https://raquelbarlao214.wixsite.com/mysite ___________________________________ Summary_________________________________________ Hardworking, energetic and dedicated Virtual Assistant, motivated to maintain customer satisfaction and contribute to company success. Effectively handled and resolved customer’s complaint and processing requests through phone or email. _____________________________________Highlights________________________________________ ● ● ● ● ● ● Service Oriented Sharp problem solver Committed to maintaining data integrity Energetic work attitude Quick learner Exceptional Communication skill ____________________________________Work History____________________________________ Customer Support Team Lead​ - 5/21/2018 - 03/1/2020 Company - Annofire Ltd ● ● ● ● ● ● Answer customer’s concerns thru email using Zendesk Handles Social Media such as Facebook page and Instagram (Posting content, Page Moderation) Coordinated with Instagram Influencers for Product Marketing Organize tasks between VAs to ensure balance of workload among the team Monitoring Team Performance via performance matrix tracker Acted as a liaison between other members of the team ● ● Report and Identify training requirements based on the data analysis for respective teams Conduct team meetings as required. ● ● Makes suggestions and recommendations to the CS Manager in an effort to continually improve customer service operations Communicate with multiple external and internal customers Paypal Dispute Agent/ Customer Support​ - 1/30/2018 to 7/1/2019 Company - Sorm Media Ltd ● Responded to Paypal Dispute via Resolution Center ● Identify what is the issue and conduct further investigation ● Compile documents need to win the case Customer Service Specialist/Data Entry/Order Processing​ - 11/2017 to 12/2017 Company - Online Store ● ● ● Process 30 to 50 orders /hr thru app called Oberlo and Dropified Answer customer’s concerns thru email Track order status and provide updates Customer Service Representative​, 01/2012 to 11/2017 Teletech Offshore Investment – Robinsons Place Lipa City Batangas ● ● ● ● ● ● Effectively managed a high volume of inbound and outbound call Collected customer feedback and made process changes to exceed customer satisfaction goals Promptly responding to general enquiries from other staff and client via telephone or email Gathered and verified all required customer information for tracking purposes Mastery of customer service management systems and database Cross trained and provided backup for other customer service representative when needed ____________________________________Education______________________________________ Bachelor of Science in Commerce, 2005 University of Batangas – Hilltop Batangas City