Rizalyn Tolentino

RIZALYN E. TOLENTINO 735 Hilton St. Cefel’s Park Subd. III Caloocan City--Skype ID: riza_wyne19 OBJECTIVE Secure a position that will enable me to use my strong communication and organizational skills, customer service and supervisory background and my ability to work well with people. HIGHLIGHTS OF QUALIFICATION Almost 12 years of customer care experience, plus 2 years of remote management High level of energy and enthusiasm, from the first call of the day to the last Exceptional telephone personality, able to build rapport with every caller Independent and solid team member with excellent customer service abilities EXPERIENCE NiceStuff Co. Program Manager March 2017 – March 2018 Look over customer service, email marketing, FB page VA, FB Ads VA, Shopify Fulfillment Ensure that everyone does the job correctly, come up with suggestions to improve the quality of work Keep report of these and send them on a weekly and monthly basis: Disputes Refunds Replacements Cancellations Photos of happy customers Screenshot of positive comments Customers’ issues and suggestions Delay on Shipment Send daily flash report detailing the issues, areas of improvement within the department, and outstanding concerns. Forward and perform requests for changes, cancellation, and refund. Send invoices, when necessary Analyze the ups and downs of the company, on the customer service field, as well as the fluctuation in the company profit Bluora Virtual Assistant July 2017 – December 2017 Process orders through Aliexpress Respond to customer queries through Gmail and FB Moderate FB comments Respond/Resolve PayPal/Stripe Disputes Closeoutitemz Virtual Assistant March 2017 – July 2017 Respond to customer queries through Gmail and FB Respond/Resolve PayPal/Stripe Disputes Mystical Magik Program Manager January 2016 – August 31, 2017 Look over customer service, email marketing, FB page VA, FB Ads VA, Shopify Fulfillment Ensure that everyone does the job correctly, come up with suggestions to improve the quality of work Keep report of these and send them on a weekly and monthly basis: Disputes Refunds Replacements Cancellations Photos of happy customers Screenshot of positive comments Customers’ issues and suggestions Delay on Shipment Send daily flash report detailing the issues, areas of improvement within the department, and outstanding concerns. Forward and perform requests for changes, cancellation, and refund. Send invoices, when necessary Analyze the ups and downs of the company, on the customer service field, as well as the fluctuation in the company profit Rarejob Part-Time Online English Tutor September 2016 – July 2017 Conduct classes to Japanese students via Skype Correct students’ grammar and pronunciation Provide real-time feedback to students Assess students’ progress Suggest program or curriculum to students Texas Property Buyers LLC Home-based Real Estate Agent October 2015 – May 2016 Call and receive calls from potential home sellers. Provide quotation and close the deal ECE Consulting Group Home-based Customer Service Representative January 2014 – September 2015 Received calls from customers inquiring about hotel reservation to Newport Beachside Resort Responded to customers’ queries. Asked for the details that the customers want to change to on their reservation Transfer calls to relevant department 51Talk Part-Time Online English Tutor January 2013 – February 2016 Conduct classes to Chinese students via Skype Correct students’ grammar and pronunciation Provide real-time feedback to students Assess students’ progress Suggest program or curriculum to students VXI Global Holdings Customer Service Representative August 2014 – June 2015 Respond to telephone inquiries providing quality service to card members and associates about their credit card accounts or their card members’ accounts Listen attentively to card members’ needs to ensure an excellent customer experience Strive for quick complaint resolution; commended by supervisor for the ability to resolve problems on the first call and avoid escalation of issues Excel within a service-oriented company, demonstrating a talent for communicating effectively with customers from diverse backgrounds Teletech Level II Customer Service Representative June 2011 - June 2014 Started as a Level I Customer Service Representative; respond to telephone inquiries providing quality service to consumers about their telephone, mobile and internet products and services Listen attentively to customers to ensure an excellent customer experience, to gain their trust to be able to offer upgrades or new products and services Familiarize myself to different products and services; contributed to the increase in sales for couple of years communicating product benefits and providing excellent service After being promoted, was tasked to increase sales of the entire site by focusing on low performers; listened to live calls, did root cause analysis, did fly-by coaching, monitored hourly, daily and weekly progress, and provided feedback to immediate supervisor Handled escalations and resolve complaints; did follow ups on previous complaints Sent hourly, daily, weekly and monthly sales reports to supervisors onshore and offshore, detailing analysis as to how and why sales performance increased or decreased, and provided suggestions on how it could be improved In the absence of a TL, handled a team; did coaching and hyped up performance Acquire Asia Pacific Sales Associate May 2010 – June 2011 Did cold calling to telecommunications consumers in Australia offering landline, broadband, mobile, mobile broadband and VOIP services Met quota on a daily, weekly and monthly basis Contacted existing customers to offer upgrades and new products and services Contacted people who made inquiries online and tried to address their concerns and closed the deal Sitel Customer Service Representative October 2008 – February 2010 Respond to telephone inquiries providing quality service to card members and associates about their credit card accounts or their card members’ accounts Listen attentively to card members’ needs to ensure an excellent customer experience Strive for quick complaint resolution; commended by supervisor for the ability to resolve problems on the first call and avoid escalation of issues Excel within a service-oriented company, demonstrating a talent for communicating effectively with customers from diverse backgrounds Offered balance transfer as part of the sales metric Pacifichub Corporation Sales Associate Mar 2007 – April 2008 Generated leads from yellow pages directory basic listing Sold online yellow pages listing to decision makers of different business establishments in the US Met daily, weekly and monthly quota Advance Contact Solutions Sales Associate October 2006 – February 2007 Generated leads from yellow pages directory basic listing Sold online yellow pages listing to decision makers of different business establishments in the US Met daily, weekly and monthly quota Winsource Solutions, Inc. Sales Associate March 2006 – July 2006 Generated leads from yellow pages directory basic listing Sold online yellow pages listing to decision makers of different business establishments in the US Met daily, weekly and monthly quota SVI Connect Sales Associate August 2005 – March 2006 Generated leads from yellow pages directory basic listing Sold online yellow pages listing to decision makers of different business establishments in the US Met daily, weekly and monthly quota EDUCATION National College of Business and ArtsCollege Level - undergraduate BS in Accountancy2012 Our Lady of the Holy Rosary Academy (1998) High School St. Theresa’s College (1994) Grade School