Reco Evasco

RECO EVASCO CONTACT --https://www.linkedin.com/in/recoevasco/ San Fernando, Pampanga Philippines TOOLS PROFICIENCY Amazon Seller Central ArpReach Asana Buffer Calendly ClickUp DocuSign Facebook Business Manager Freshdesk Google Analytics Google Calendar Google Docs Google Meet Google Sheet Google Workspace Gorgias HubSpot LastPass LinkedIn Helper Microsoft Excel Microsoft Powerpoint Microsoft Teams Microsoft Word Monday.com Sales Nav Salesforce Shopify Slack Smartsheet SurveyMonkey Trello Zendesk Zoho EDUCATION University of South Eastern Philippines BS in Electronics and Communications Engineering 2000 - 2005 LANGUAGES English - Advance C1 WORK EXPERIENCE Customer Support Agent Apr 3, 2023 to Sep 12, 2023 Ailo Monitor incoming chat and email inquiries via Zendesk for customer assistance. Provide real-time assistance to consumers, prioritizing customer care requests. Escalate inquiries to engineering or customer success managers as needed. Support customers with data integrity and mobile app issues, resolving problems efficiently. Assess case concerns and determine their impact and risk. Maintain and adhere to customer service level agreements. Organize, document, and track customer cases and system incidents, providing regular reports to management. Customer Support Specialist Oct 17, 2020 to Feb 28, 2023 HotelsByDay LLC Responding to hotel reservation inquiries and complaints professionally and promptly via email and chat. Assisting customers with hotel services, policies, and reservations. Resolving issues by identifying root causes and offering effective solutions. Coordinating with other departments to meet customer needs. Collecting feedback to improve services, providing technical support, and staying updated on industry trends for hotel reservations. Account Manager Jan 20, 2020 to Oct 3, 2020 Beautiful Black Hills Managed clothing Shopify store, including product updates and stock monitoring. Oversaw team of 4 (Social Media, SEO, Graphics, and Website). Led decision-making (hiring, design, suppliers, product selection). Frontlined customer communication. Conducted monthly performance reviews and goal-setting. Logistics VA Mar 05, 2019 to Jun 31, 2020 Hometime Property Services Communicating and assisting customers through Zendesk Assisting queries and concerns through email, chat, and Zendesk Managing tasks and assigning to personnel for AirBnB Project Working with personnel to complete the task Sending out reminders to ensure tasks are completed Creating reports for completed cleans and deliveries Social Media Management VA Aug 17, 2018 to Jan 20, 2020 BD Ventures Reach out to potential customers through Facebook and LinkedIn Utilized LinkedIn automation software to create leads Manually invite Facebook users to FB group Tracking conversion rates and providing suggestions on how to improve FB group posts Overseeing social media strategy for the company SKILLS Account Management Administrative Support Business Administration Call Center Operations Call Management Call Triaging Corrective Action Planning CRM Software Customer Relations Customer Service Data Entry Data Review Delivery Scheduling Employee Scheduling Executive Support Inventory Control Lead Generation Lead Generation Logistics Mail Management Meeting Planning Order Fulfillment Order Processing Performance Coaching Performance Improvements Problem Resolution Process Analysis Process Improvement Process Optimization Project Management Project Planning Project Tracking Proofreading Quality Assurance Controls Quality Control Refund Management Report Analysis Report Creation Report Generation Report Preparation Research Risk Management Schedule Management Schedule Oversight Social Media Management Staff Management Task Delegation Technical Analysis Technical Support Travel Planning Warranty Service Sales Report Creation and Analysis Jul 16, 2018 to Jan 10, 2020 Storesupplies.com Provided sales reports and analysis through Excel and Google Sheets. Delivered profit data for the client’s products that were sold online and PPC. Technical Recruiter Sep 13, 2018 to Oct 9, 2019 BEA Promo Source candidates through various methods, including internet research, referrals, and internal databases, across all US locations. Understand client requirements and coordinate candidate shortlisting and screening, including initial interviews. Handle complex IT technologies and rare skill sets. Schedule and conduct interviews while utilizing job portals like Dice, Monster, Indeed, and CareerBuilder. Manage applicant tracking system to track responses and shortlist profiles efficiently. Supplier Sourcing VA Apr 24, 2018 to Nov 20, 2018 Harvest Vine Reach out to suppliers, sales rep, and managers, to set up an account Seek approval for the clients to set up a meeting with the CEO Utilized and managed Outlook and Gmail calendar for setting up appointments Set up Hangouts and Zoom for conference and meeting sessions Quality Supervisor December 2015 to June 2018 Convergys Phils Inc. Supervises technical support team specializing in computer services. Conducts QA meetings and team meetings for client and company priorities. Provides one-on-one coaching to QEs on evaluations, performance, and CV metric scores. Monitors Ops performance and client updates from Web, Chat, and Email sources. Delivers weekly Quality insights and Measures of Success to address AFIs and opportunities, and conducts regular discussions with the leadership team to share best practices. Quality Analyst III May 2009 to November 2015 Stream Global Services Supervises technical support team specializing in computer services. Conducts QA meetings and team meetings for client and company priorities. Provides one-on-one coaching to QEs on evaluations, performance, and CV metric scores. Monitors Ops performance and client updates from Web, Chat, and Email sources. Delivers weekly Quality insights and Measures of Success to address AFIs and opportunities, and conducts regular discussions with the leadership team to share best practices. Subject Matter Expert July 2007 to May 2009 Aegis Peoplesupport (Phils) Inc. Taking Supervisor-level Calls where agents could no longer handle in a call. Upheld zero-tolerance when the customer is asking for a supervisor. Answers incoming calls and emails promptly in accordance with established call/email-handling procedures. Provides concise, quality customer service in a professional and courteous manner