Romona Durga

ROMONA DURGA Address: JHB, S.A ​• ​(- •- FREELANCE​ ​VIRTUAL ASSISTANT Executive & Admin Support ​∙​ Office Management ​∙​ Spreadsheets & Reports ​∙​ Project Management Meticulous professional with extensive experience in customer services and administration work. Effectively able to meet set deadlines and process information through well-honed research and Project management skills. Well-versed in providing quality administrative and customer service support through efficiently handling remote office procedures and calls. •F​irst hand experience in preparing timely & accurate presentations and reports using sophisticated software. •A​dept at completing assignments such as Data entry work and transcription within provided times. •P​roficient in managing social media platforms & handling basic website maintenance and blog management. •M​anage files in electronic form using applications such as Dropbox and Google Docs. •H​andle numerous personal details and needs with discretion & confidentiality. •A​nswer support tickets to resolve customers’ problems and provide additional information. •E​xperience in handling complex filing systems & managing data entry duties by employing high speed typing skills. RELEVANT​ ​SKILLS​EXPERTISE O ​ ffice, Team & Customer Support: − − − Administrative Support Customer Support Tickets/Enquiries Client Relations & Communications C ​ omputer Skills: − − − Excel, Word, PPT, Access, MS Office Zoho.com QuickBooks C ​ lerical Skills​: − − − − Data Entry (75 WPM) Transcription Proofreading & Editing Reports & Presentations PROF​WORK​ ​HISTORY​ESSIONAL EXPERIENCE Business Administrator ​06/13 to 09/16 •​ADRS, (​JHB, S.A) Managed administrative tasks supporting executive leadership and sales, marketing, Coordinate accounts payable, accounts receivable, vendor management, returns processing, customer relations, executive calendars and report generation. •R​esearched and rectified the root cause of shipping delays, accelerating order-processing time by 35% and increasing customer satisfaction scores. •R​eplaced disparate processes and tools used for budgeting, purchasing and expense tracking with standardized solutions that improved financial controls and reporting accuracy. •D​eveloped new filing and organizational practices, saving the company year after year in contracted labour expenses. •M​aintained utmost discretion when dealing with sensitive and confidential issues. •M​anaged travel and expense reports for department team members.Typed documents such as correspondence, drafts, memos, and emails, and prepared 3 reports weekly for management. Quality Assurance Auditor 0 ​ 3/10 to 12/12 •​ ​LEGACY HOLDINGS​ ​(PMB, S.A) •P​urchased and maintained supplies and inventories, whilst being careful to adhere to budgeting practices. Listened to sales calls throughout the day and scored the calls based on set parameters for process adherence. Monitored, measured, trained and improved the skills of over 350 customer service and sales agent representatives by evaluating error patterns and recommending the types of training for each employee to team managers. ● Improved​ sales conversion rates 64% by developing scripted rebuttals for agents to use when facing objections. ● Developed​ a quality assurance process which resulted in a 25% reduction in high impact errors during the first three months of implementation. ● Successfully​ identified best practices for the achievement of areas needing improvement by monitoring calls and providing analysis to agents, supervisors and management. ● Improved​ quality assurance performance by effectively coaching agents. EDUCATION ​EDUCATION​&​ CERTIFICATION ​WOODLANDS SECONDARY SCHOOL - PMB, S.A​ •​ ​High School Diploma​, ​Dec 2006 ​UNIVERSITY OF SOUTH AFRICA (UNISA) - PMB, S.A. • ​Business Administration Diploma, 2009