Regina Guillermo

Started as a customer service specialist after obtaining a degree in Bachelor of Science in Information Technology.

Mainly answering calls for Toshiba laptop users. Assisting them with basic inquiries about their laptops. Processing software recovery discs upon request.

Continued providing excellent customer service as Service Desk Analyst with First Call Resolution and customer satisfaction as the main goals.

Promoted as Training & Quality Coordinator, training new hire employees emphasizing on Customer Handling skills, ITSM Processes and Client Processes. Conducting continuous training development of employees. Monthly call audits with one to one coaching sessions for improvement.

Core Qualifications:

• Excellent proficiency with MS Office applications including Excel, Word, Outlook and PowerPoint.
• Knowledgeable in Google Suite including Drive, Photos, Docs, Sheets, Slides, Calendar
• Outstanding verbal and writing communication skills
• Capable of multitasking and remaining organized
• Strong time management skills and is highly organized
• Detail oriented and flexible

Although with limited experience as an official virtual administrative assistant, I can relate my current experience with the job I am applying for.

I currently report to the Training and Quality Manager and below are some of my tasks:

• Processes monthly QA and Training reports
• Creates training materials via MS PowerPoint
• Manages and records employee performance in SharePoint
• Manages entire training plans from sending out meeting invites, reservation of Training rooms, training attendance tracking and training feedback tracking