REGINA AMPONG
VIRTUAL ASSISTANT | CUSTOMER SERVICE
OBJECTIVE
HOME-BASED EXPERIENCE
I am a professional who is enthusiastic,
hardworking and reliable with more
than 3 years of experience in Sales,
Healthcare and general customer
service for both voice and non-voice.
I am dedicated to my job and always
give my best to provide an excellent
work. I am trainable, a quick learner
and takes criticisms constructively.
I am looking for a long-term job that will
utilize my experience and skills to meet
business objectives and support.
VIRTUAL ASSISTANT (FLEXI-TIME)
CONTACT
• UPWORK CLIENT •OCT. 27, 2017 – JUL 24, 2018
✓ Manage LinkedIn account.
✓ Search for a job and submit an average of 3
applications daily based on a given set of criteria.
✓ Created Google Docs with tables for the application
made per day and share with the client.
✓ Submit to client pending applications to view and
update additional information needed.
✓ Submit to client information of possible company to
apply.
✓ Communicates through Whatsapp or other means of
communication.
✓ Assigned to different tasks to collect forex economic
calendar information from dailyfx website and saved it
to Google spreadsheet.
USER CAMPAIGN MANAGER WITH LINKEDIN (FIXED PRICE)
• TROUPIAL CONSULTANCY (UPWORK)•NOV 10 – 22,2017
✓ Help with customer acquisition campaign for a mobile
app. To target specific audience and email them a link
to a landing page where they can enter an email
address so to create an email list (2000) people before
launching the app.
✓ Per Milestone, sending 300 request connections to
specific audience.
ORDER PROCESSOR/EMAIL SUPPORT (FLEXI-TIME/TEMP.)
• WE DO PROMOTION •OCT. 9, 2017 – NOV. 22, 2017
✓ Check business Gmail inbox daily for new orders,
queries, follow-up orders or complaints.
✓ Process order made online through company’s
software and other websites.
✓ Responds to email inquiries and complaints using
standard email template and procedures or creating
personalize response based on customer’s concern.
✓ Utilize Google Spreadsheets for information needed in
processing order.
SKILLS
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Data Collection
Customer Service
Phone Support
Chat Support
MS Word/ Excel
Google Docs
Google Spreadsheets
Internet Research
Order Processing
Email Etiquette
Email Management
Mail Merge
Calendar Management
Social Media Management
WordPress Management
General Office Skills
Basic Search Engine
Optimization
EDUCATION
BACHELOR IN SECONDARY EDUCATION
• JUNE 1999-APRIL 2003
LOURDES COLLEGE
Commission on Higher Education Scholar
VOLUNTEER EXPERIENCE
PENTAGON ELITE FORCES
•2013 – PRESENT
• DISASTER AND HUMANITARIAN RELIEF
EMERGENCY RESCUE ASSOCIATION
AND QRT
• 2009 - 2013
• DISASTER AND HUMANITARIAN RELIEF
CHARACTER REFERENCE
JOY TANAEL, SUPERVISOR/TRAINER
Favworld – Shopify eCommerce
-
MARIA GILLIANE TUGADI, SUPERVISOR
Liberty Medical Philippines, Inc
-
✓ Save orders made to draft to make sure no order/s
missed per day.
✓ Perform data entry tasks by updating Google
spreadsheets
✓ Prepares standard reports to track workload and send
to client for reference of the job done per day.
✓ Communicates though Whatsapp or other means of
communication.
SHOPIFY INBOUND CUSTOMER SERVICE/EMAIL SUPPORT
• FAVWORLD •JUNE 1, 2017 – AUG. 28, 2017
✓ Manage an average of 25 to 35 calls per day through
Ring Central with a high degree of professionalism.
✓ Responds to telephone inquiries and complaints using
standard scripts and procedures.
✓ Take ownership on every call to ensure that we go
above and beyond to service each caller's needs.
✓ Satisfy customers with excellent customer service
experience and increase customer loyalty.
✓ Provide assistance and perform online purchase
orders.
✓ Gathers information, researches/resolves inquiries
and logs customer calls to spreadsheets.
✓ Navigate multiple programs and effectively use online resources to complete customers’ requests.
✓ Perform data entry tasks by updating Excel
spreadsheets
✓ Upload files updated daily through Dropbox
✓ Resolve service recovery issues for tracking order,
checking order status and order updates.
✓ Assist customers with general product concerns like
availability and product descriptions.
✓ Handle incoming e-mails through Zendesk, coordinate
with supervisor and other department to ensure all are
handle within appropriate time period.
✓ Send e-mails to customer’s as per request during the
call.
✓ Check Asana and Gmail Suite for company emails,
updates and assigned tasks
✓ Escalate irate customer complaints to management.
✓ Used Zoom for meeting’s and coaching’s.
✓ Communicates through Slack and other means of
communication.
OTHER WORK EXPERIENCE
CUSTOMER SERVICE REPRESENTATIVE
• LIBERTY MEDICAL PHILIPPINES, INC.•SEPT. 7,2015–MAR. 3, 2017
✓ Handles inbound and outbound calls from patients with
an average of 40 calls/day.
APPS AND TOOLS
INTERESTS
VVV
VVV
VVV
LAPTOP SPECIFICATIONS
✓ Provides telephone patient services and sales for
patients placing initial/repeat orders for diabetes
testing supplies and medication.
✓ Recording call information accurately.
✓ Review proper documentation, insurance coverage,
and doctor ’s order prescription request for diabetes
testing supplies and other medication to make sure
insurance protocols are followed.
✓ Manual migration of accounts from one system to
another.
✓ Follows through on commitments made to customers
by email or call back.
✓ Tracks delivery and provides updates with each order
status by checking shipping progress or coordinating
with shipping department.
✓ Perform data entry tasks by updating Excel
spreadsheets.
✓ Processes payment and addresses general billing
inquiries.
CUSTOMER SERVICE REPRESENTATIVE
• CONVERGYS PHILIPPINES CORP • APR. 10, 2013 – SEPT. 4, 2015
✓ Processes an average of 15 customer prescription
orders daily.
✓ Handles an average of 30-50 inbound and outbound
calls and provides resolution to each customer’s
concern and upsells if applicable.
✓ Set -up new customers account and enter data into
system.
✓ Manually processes orders from one system to another
(Online Orders via phone).
✓ Follows through on commitments made to customers
by email or callback.
✓ SME to new teammates through chat or face to face.
TRAININGS
VA BOOTCAMP
• SEPT. - OCT. 2017
Certificate: http://bit.ly/2z8dRef
Credly Badges of skills earned: https://credly.com/u/regina
LEARN SEO (SEARCH ENGINE OPTIMIZATION)
• OCT. 21, 2017
Certificate link: http://bit.ly/2lnoM0U
SEO BEGINNERS
• OCT. 22, 2017
Certificate link: http://bit.ly/2yFYuKr
