RICKY PENAFLOR
TECHNICAL SUPPORT/
VIRTUAL ASSISTANT
CONTACT ME AT
3H Basak Road, Lapu-Lapu
City, Cebu-@Ricky Penaflor
PERSONAL PROFILE
Versatile Technical Support Specialist with over 8 years of experience in
the world's largest search engine, eager to transition into a Virtual
Assistant role. Bringing a strong foundation in problem-solving,
communication, and customer service, I am excited to apply my skills in a
dynamic virtual environment and am dedicated to learning and adapting
quickly.
WORK EXPERIENCE
SKILLS SUMMARY
Email Etiquette
Data Entry
Graphic Design
Calendar Management
Internet Research
Office Software
Chat Etiquette
Phone Etiquette
Video Editing
AWARDS
For outstanding performance and lasting
contribution as Top Agent with 3.74 overall score
based on the PMP Score Card - Given on the 21st
of November 2021.
Exceptional Care Award 2020 - With a PMP score
of 3.83.
Exceptional Care Award 2020 - With a PMP score
of 4.
CERTIFICATE
Successfully completed the Lean Six Sigma course of
study to achieve the designation of Lean Six Sigma
White Belt with an overall proficiency score of 80%
Given on 22nd day of March, 2023.
Customer Experience Analyst
Foundever Oct 2022 - Present
Audit call, chat, and email interactions to gather data to show a weekly
report.
Schedule and attend meetings to come up with a strategy to improve a
metric.
Understanding a customer’s point of view to determine what caused
the interaction to be bad or good, and use the gathered data to analyze
and come up with a plan for coaching.
Technical Support Specialist/ Customer Service
Representative
Foundever 2015 - Oct 2022
Maintained positive work ethic and commitment to providing excellent
service.
Improve operations efficiency and customer satisfaction.
Managing heavy load administrative tasks with accuracy.
Respond to queries through chat, email, and phone.
Handled inquiry and technical support for the following products:
Google Home, Google Nest Camera and Doorbell, Google Nest Protect,
and Google Play Apps.
Customer support, billing inquiry, and refunds.
Technical Support Specialist/ Customer Service Representative
Kudo Support Mar 2014 - Oct 2014
Handled inquiry and technical support for a VPN product (magicJack).
Respond to queries through chat.
Customer support, billing inquiry, and refunds.
EDUCATION HISTORY
University of Cebu Lapu-lapu Mandaue
June 2009 - Oct 2013
Studied computer Information System for 1 semester
Studied computer Engineering for 4 semesters
Graduated Associate’s degree of Information Technology
CHARACTER REFERENCE
Sheilamae Lapeña
Senior Operations Manager
Email:-Linked: linkedin.com/in/sheilamae-lapeña-clsswb-
Mobile: -
Archival "Archie" Aranas
Director of Operations at Foundever
Email:-Linked: linkedin.com/in/archival-archie-aranas-22437aa7
Mobile: -
John Ray Uy
Quality Assurance Supervisor at Foundever
Email:-Linked: linkedin.com/in/john-ray-uy-
Mobile: -
