Rechilda Iren B. Alpay

RECHILDA IREN B. ALPAY Lt 16 Blk 2 Montana Homes Subd Maybunga Pasig City-- PROFILE Dedicated and results-oriented Property Maintenance Coordinator with a proven track record of four years in the industry. Passionate about upholding property standards and exceeding client expectations through meticulous attention to detail and effective coordination. EDUCATION Trinity University of Asia [1998 - 2001] Bachelor of Science in Psychology University of Santo Tomas (UST) [1997 - 1998] Bachelor of Science in Medical Technology (undergraduate) TOOLS AND SOFTWARE ● ● ● ● ● ● ● ● ● ● ● Zoho Appfolio Salesforce Monday.com Zendesk Dotloop Buildium Airtable Podio Mitel Microsoft 365 product _____________________________________________________________________________________ _____________ WORK EXPERIENCE Rocket Station | Process Coordinator [July 2022 - January 2023] • Spearheaded the review and enhancement of VA task lists, contributing to the creation of comprehensive process maps and documentation used across departments. • Collaborated closely with Process Developers to identify and implement process improvements, resulting in enhanced efficiency and client satisfaction. • Developed customized trackers and templates to facilitate VA tasks during process mapping sessions, optimizing workflow and task completion rates. • Maintained strict confidentiality of client and company data, ensuring compliance with data protection regulations. • Conducted thorough data analysis to identify trends and opportunities for process optimization, leading to significant improvements in operational efficiency. • Played a key role in facilitating communication and collaboration between team members, departments, and external stakeholders, fostering a cohesive work environment. • Coordinated seamlessly with Process Developers and the Operations Team to ensure timely completion and endorsement of process materials for client projects. Renters Warehouse | Property Maintenance Coordinator [April 2018 - July 2022] • Managed a high volume of incoming maintenance requests from residents, demonstrating strong multitasking and organizational skills. • Utilized cloud-based software and help desk systems to log and prioritize maintenance requests, ensuring prompt resolution and client satisfaction. • Conducted thorough vendor assessments to identify the most suitable service providers for various maintenance projects, optimizing cost-effectiveness and service quality. • Proactively obtained quotes and estimates for different projects, facilitating informed decision-making and efficient budget management. • Communicated effectively with property owners to obtain approvals for repairs and maintenance activities, ensuring alignment with property management objectives. • Implemented a robust follow-up system to track and hold vendors accountable for approved jobs, minimizing delays and ensuring timely completion of tasks. • Collaborated closely with the Maintenance Manager to address escalated issues and ensure seamless coordination within the maintenance team. • Provided exceptional customer service to clients, addressing inquiries, and troubleshooting maintenance issues promptly and effectively. • Maintained accurate records and documentation of work orders, updates, and client communications, enabling smooth workflow management and historical tracking of activities. Tata Consultancy Services | Customer Liaison Executive [October 2014 - March 2018] • Acted as a primary point of contact for clients, providing personalized customer service and support to address their digital marketing needs and objectives. • Conducted in-depth consultations with clients to understand their business goals, target audience, and advertising budget, tailoring customized Google AdWords campaigns accordingly. • Provided ongoing campaign management and optimization strategies to enhance ad performance, increase lead generation, and drive qualified traffic to clients' websites or landing pages. • Generated detailed reports and analytics insights for clients, highlighting campaign performance, key metrics, and actionable recommendations for continuous improvement and success. • Collaborated with internal teams, including sales, marketing, and technical support, to ensure seamless delivery of services, resolve client issues, and achieve business objectives. RR Donnelley | Customer Service Representative [February 2014 - August 2014] • Conducted a thorough review and analysis of insurance claims submitted by customers to assess eligibility for coverage under their current policy. • Verified the accuracy and completeness of claim documentation, ensuring all necessary information is provided for processing. • Collaborated with policyholders to gather additional information or documentation as needed to facilitate claim processing. • Utilized industry-specific software and systems to input and track claim data, ensuring accuracy and compliance with regulatory requirements. • Communicated effectively with customers to provide updates on the status of their claims and address any questions or concerns they may have. • Maintained confidentiality and data security standards when handling sensitive customer information and claim details. Sitel Philippines | Customer Service Representative [October 2006 - February 2014] Pitney Bowes UK • Addressed a wide range of customer inquiries, including product information, technical support, billing inquiries, and service-related issues, with a focus on delivering prompt and accurate resolutions. • Utilized a variety of communication channels, such as phone, email, and live chat, to interact with customers and ensure a positive customer experience. • Demonstrated expertise in Pitney Bowes products and services, including franking machines, mail and shipping solutions, and digital commerce platforms, to effectively assist customers with their needs. • Troubleshooted technical issues and coordinated with internal technical support teams to resolve complex customer problems efficiently. • Processed customer orders, returns, and exchanges by company policies and procedures, ensuring accuracy and timeliness. • Maintained detailed and accurate records of customer interactions, transactions, and resolutions using CRM software systems. T-Mobile UK • Handled inbound customer inquiries via phone regarding a wide range of topics, including billing, account management, technical support, and service inquiries. • Provided accurate and timely information to customers regarding products, services, promotions, and policies to address their needs and concerns effectively. • Troubleshooted technical issues with mobile devices, network connectivity, and service plans, escalating complex issues to specialized support teams when necessary. • Assisted customers with account management tasks, such as plan upgrades, account changes, billing adjustments, and contract renewals, ensuring accuracy and compliance with company policies. • Resolved customer complaints and escalations professionally and empathetically, striving to achieve positive outcomes and maintain customer satisfaction. • Educated customers on usage guidelines, service features, and self-service options to empower them to manage their accounts independently. • Documented customer interactions, inquiries, resolutions, and follow-up actions accurately in CRM systems to maintain comprehensive customer records and track service history. • Collaborated with cross-functional teams, including sales, technical support, billing, and operations, to address customer needs, resolve issues, and improve overall service delivery. • Adhered to service level agreements (SLAs), quality standards, and regulatory compliance requirements while delivering high-quality customer service and support. Eperformax [February 2004 – September 2006] PayPal US • Handled inbound customer inquiries via phone and email regarding PayPal account setup, account management, transaction inquiries, billing disputes, and general customer assistance. • Assisted customers with account-related tasks, such as account verification, password resets, security measures, and troubleshooting account access issues. • Educated customers on PayPal's features, services, policies, and security protocols to ensure a smooth and secure payment experience. • Resolved customer concerns, complaints, and escalations promptly and effectively, aiming to achieve positive outcomes and maintain customer satisfaction. • Investigated and resolved transaction disputes, fraudulent activities, and unauthorized charges in compliance with PayPal's policies and procedures. • Collaborated with internal teams, including fraud prevention, risk management, technical support, and account operations, to address customer needs and resolve complex issues. • Recorded customer interactions, inquiries, solutions, and subsequent actions meticulously within CRM systems to uphold detailed customer records and monitor service progress effectively. MCI US • Answered incoming calls from customers and addressed their inquiries, requests, and concerns promptly and accurately. • Provided information about products, services, promotions, and company policies to assist customers in making informed decisions. • Resolved customer issues, complaints, and escalations effectively, striving to achieve positive outcomes and maintain customer satisfaction. • Collaborated with team members, supervisors, and other departments to ensure seamless operations and provide support as needed. • Participated in training programs and workshops to enhance product knowledge, communication skills, and customer service techniques. • Demonstrated professionalism, empathy, and problem-solving skills in all customer interactions to ensure a positive customer experience and build customer loyalty. KGB | Directory Assistance Operator [September 2003 - January 2004] • Answered incoming calls from customers requesting business or personal phone numbers. • Utilized directory assistance databases and resources to retrieve requested information quickly and accurately. • Verified the accuracy of information provided to customers and ensuring confidentiality of sensitive data. • Provided excellent customer service by addressing inquiries professionally, courteously, and efficiently. • Assisted customers with navigation and guidance on how to reach their desired destination or contact. • Handled high call volumes while maintaining quality standards and adhering to service-level agreements Alorica | Customer Interaction Specialist [January 2003 - September 2003] • Contacted prospective customers to introduce them to our collectible quarters and explain their unique features, historical significance, and investment potential. • Offered product information and assistance to customers, contributing to increased sales and customer satisfaction metrics. • Developed and implemented effective sales strategies to promote collectible quarters to targeted customer segments. • Provided exceptional customer service by addressing inquiries, resolving issues, and ensuring customer satisfaction to build long-term relationships and repeat business.