Rizzie Jean Oliveros

Rizzie Jean Oliveros Payoran 6136 Libis Balong Bato, Caloocan City * (- *-* Skype ID: riz.oliveros PROFESSIONAL SUMMARY Adept at developing and maintaining detailed administrative and procedural processes that reduce redundancy, improve accuracy and efficiency and achieve organizational objectives. A Virtual Assistant who goes above and beyond basic administrative tasks and takes on multiple projects at once. Excellent work ethic and strength in boosting company morale. Quality-focused and committed to approaching administrative tasks with tenacity and attention to detail. CORE COMPETENCIES • • • • • • • • Magento Akeneo Customer Relationship Management Software (CRM) ASANA Trello JIRA Project Tracking System Scrum Methodology Calendar Management (Acuity / Google Calendar) • • • • • • • • • Canva MailChimp Instapage Wordpress Infusionsoft Social Media Management Podcast Editing (GarageBand, Audacity) Excellent Customer Service Skilled in call center operations PROFESSIONAL EXPERIENCE FREELANCE VIRTUAL ASSISTANT Virtual Assistant to a variety of clients (CEO, Success Coach, Style and Beauty Coach, Business Owners) • Social Media Management which includes creating images, basic content creation, and member engagement. • Email correspondence and Email Campaigns managed via Zoho CRM and MailChimp. • Sales, Thank you and Landing Pages via Wix, Instapage and Convertkit. • Calendar and Email Management. • Podcast creation via GarageBand and Audacity. • Various administrative tasks as needed such as Recruitment, Lead Generation and Research Projects. HOMEBASED ADMINISTRATIVE ASSISTANT Administrative Assistant • Monitoring and processing orders in the processing systems for Magento website stores. • Website administration which includes product line revamps, category header creation thru Canva and image upload in Magento and Akeneo. • Scrum Master for different ongoing projects managed thru JIRA. • Entering quotations for customers, based on details provided by the customer service team. • Process Report Summaries for management, using Open Office Calc. BEST PRICE RESUME Customer Service and Content Writer • Assists customer inquiries, complaints and purchases thru phone, email, chat and SMS. • Write resume-related articles that are used for customer references. BALSAM BRANDS Seasonal Customer Loyalty Specialist • Delivers excellent customer service via Email from simple product inquiry to complicated return and refund requests. • Handling an average of 20-30 emails per day depending on volume. • Averaging above 95% in Quality Evaluation. CONVERGYS SERVICES PHILS UP SCIENCE, AT&T UVERSE Team Leader (Established and Pre-Install), June 2013 – February 2017 • Handles a team of 17 inbound technical support specialists. • Conducts weekly coaching for individual agent development, metric tracking and career path discussion. • Daily call monitoring, real time or recorded, to ensure agent compliance and evaluate performance. • Focus 5 Cluster POC sending weekly report on the cluster's performance on Client Value Metrics and Financials. • Handles PSAi Dashboard weekly reporting, sends weekly email to highlight the LOB's performance and to call-out outliers for the focused metrics. • PTO POC for the LOB and handles approval based on daily headcount and forecasted call volume. • AHT POC doing Real-Time Monitoring, generates cluster AHT report, works hand in hand with OM for formulating and implementing action plans for outlier agents and teams. • LOB Employee Engagement POC, driving agent's participation on account and site events, organizes recognition events and other cluster activities, caretaker for the cluster board doing updates and designs. • Member of the Uverse Employee Engagement Team, maintaining floor décor, encourages employee participation on both site and account events, coordinates with site EE for account's participation for engagement activities Uverse Established (Convergys Services Phils UP Science, AT&T Uverse. CONVERGYS SERVICES PHILS UP SCIENCE, AT&T UVERSE Transition Advocate and Floor Support, October 2012 – June 2013 • Supports a wave of 15-20 Transition Agents. • Does floor walking, coaching, classroom facilitation and certifications. • Monitors and evaluates calls to ensure quality guidelines are met. • Act as WFE POC, regularly updating a database to monitor transition agent's WFE compliance. • Act as Phonetime POC for all Transition Advocates to ensure phonetime requirements are met appropriately. CONVERGYS SERVICES PHILS UP SCIENCE, AT&T UVERSE Technical Support Representative, April 2011 – September 2012 BANK OF THE PHILIPPINE ISLANDS Phonebanking Specialist, April 2006 – March 2011 • Managed wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently. • • • • Maintained confidentiality of bank records and client information. Took in inbound calls from bank clients, queries regarding deposits, credit cards, loans and insurance. Handled outbound calls for credit card and loan applications and local and overseas callback requests. Provides immediate support for teammates with a headcount of 15 phonebankers. SPECIAL PROJECTS ACCESS HEALTHCARE WORLDWIDE February 2016 – August 2016 SAMSON COMMUNICATIONS June 2015 – September 2015 • • • • Part of a research team supporting call center start-ups. Create proposals, reports and researches for potential clients. Led the creation of recruiting plans for all open positions. Conducts orientation to explain employee compensation, benefits, schedules, working conditions and career growth opportunities. EDUCATION UNIVERSITY OF SANTO TOMAS, Espana, Manila PH Bachelor of Science in Commerce major in Business Administration, March 2011