Roeza Joyce dela Pena

ROEZA JOYCE DELA PEÑA Address: Block 34, Lot 9, Phase 2, Pinagsama, Taguig City Email/Skype:-Phone: - _______________________________________ PROFILE OVERVIEW: My work experience is mainly as a Technical Support Representative with extensive sales experience and exceptional customer service skills. I am a strongly motivated individual, upbeat, courteous, customer service oriented and highly persuasive with 5+ years of experience in the BPO industry. I am now trying my chances as a home-based professional doing content writing, product descriptions writing, research and data entry, call/email/chat support and also had a chance to manage a campaign. ____________________________________________________________ EDUCATIONAL BACKGROUND: Bachelor of Science in Nursing Capitol University Cagayan de Oro City, Philippines 8000 Year 2008 – 2010 Bachelor of Science in Accountancy Xavier University – Ateneo de Cagayan University Cagayan de Oro City, Philippines 8000 Year 2010 – 2012 ____________________________________________________________ WORK EXPERIENCES: July-Present Freelancer | Upwork, Onlinejobs.ph ▪ Doing various writing and data entry jobs ▪ Done mostly project based jobs ▪ Virtual Assistant/Customer service representative November 2017-April 9, 2018 Project Manager (Healthcare Program) | Logicall ▪ Manage the team to meet agreed schedule and sales targets ▪ Monitor calls to ensure call quality ▪ Assist agents with technical issues ▪ Communicate with clients to improve the campaign ▪ Hire qualified people for the campaign September 2017- February 2018 Freelancer, Lead Generation and Sales Associate | Zealy Stewart & Associates, ByteSuccess ▪ ▪ Find qualified leads for a certain campaign Qualify leads for each campaign by completing a questionnaire and submitting forms ▪ Pitch and sell products to customers September 2016 – July 2017 (11 months) Age Verification Representative | William Hill Online ▪ ▪ Check authenticity of documents and IDs sent for the Know-Your-Customer check Follow data entry process for each customer profile December 2012 – January 2016 (3 years & 2 months) Tier 3 Technical Support Representative | AT&T ConnecTech Sutherland Global Services | Davao City ▪ ▪ ▪ ▪ ▪ ▪ Handle inbound calls from AT&T Residential customers in the US and provide one-call resolution to problems reported Pitch and sell products and services for technology needs of customers Expert support for software, virus, security and performance related issues of Windows and Mac Identify and resolve internet connectivity problems of computers and other peripheral devices like printers, gaming console, security system/cameras, smart phone and tablets, etc. Perform data entry services to punch customer's information, call logs and troubleshooting documentation Provide technical and analytic support CAREER RELATED SKILLS: ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ Proficient in MS Office like Word, Excel and various database management/applications Proven ability to learn and operate any software applications quickly Highly skilled in fixing most computer software related issue & device networking Expert in using the company’s database software for data entry purposes Experienced ability to make over 50 inbound and/or outbound phone calls Strong communication and persuasive skills Detail oriented and highly efficient in multitasking Knowledgeable in using Slack, G Suite, Shopify, Playtech, Virtue Fusion, and Openbet Platforms Experienced in technical and creative writing ____________________________________________________________ REFERENCES: • • • • Edmund James C. Sismundo Homebased Sales Agent| Byte Success Email:-Phone: - Joyce Kilmer Muñez Homebased Freelancer | Upwork Email:-Kimberly Grace Layog Training Specialist, Consultant Learning Services AT&T ConnecTech | Sutherland | Davao City Mobile: - Michelle Manalo Tianero Team Manager | AT&T ConnecTech Sutherland | Davao City Facebook: Michelle Tianero ____________________________________________________________