Ronalyn S Santos

Ronalyn Santos CONTACT INFO WORK EXPERIENCES REPORTS ANALYST Phone - Email-Address Baliuag Bulacan, Philippines 3006 Peak Support | September 2022 - June 2024. Manipulated and transformed raw data into meaningful reports using Microsoft Excel and Google Sheets, ensuring accuracy and relevancy to support decision-making processes. Collaborated with stakeholders across departments to understand reporting requirements, ensuring reports met business needs and aligned with strategic objectives. Utilized Power Query to clean, transform, and merge data from multiple sources for reporting purposes, ensuring data integrity and consistency. ECOMMERCE SOCIAL MEDIA VIRTUAL ASSISTANT PROFESSIONAL SKILLS Email and chat communication Online research Cold calling and appointment setting Coaching Process Improvement Analysis Social media administration Inbound and outbound call handling Call analysis Call Center Management Team management Quality Analysis Report and Data Analysis SOFTWARE EXPERIENCE MS Word / Google Docs MS Excel / Google Sheets MS PowerPoint / Google Slides Google Drive/Sharepoint Canva Facebook, Instagram, Twitter LinkedIn HubSpot / Zendesk Data Studio Salesforce Shopify Gorgias Stripe/Paypal Addressed customer inquiries promptly and professionally, ensuring high levels of customer satisfaction for a US-based ecommerce website. Managed requests for replacements and cancellations efficiently, providing timely resolutions and maintaining positive customer relationships. Processed refunds, created orders, managed replacements, and tracked orders using Shopify, ensuring accuracy and completeness of transactions. Handled social media escalations, addressing customer concerns and inquiries on various platforms, including Facebook, Twitter, and Instagram. Responded to and oversaw customer reviews on Trustpilot and the Better Business Bureau, engaging with customers to address feedback and concerns effectively. SHOPIFY ADMIN ASSOCIATE Spirit Of 1876 | Part time Uploaded and managed product listings, including descriptions, images, and pricing, to the Shopify store. Updated inventory levels and monitored stock availability to prevent overselling or stockouts. Implemented product categorization and tagging strategies to enhance the browsing experience for customers. BUSINESS ANALYST Telus International Ph | December 2021 - December 2022 Drove critical business decisions by analyzing key metrics and designing insightful reports. Maintained and updated databases to ensure data accuracy and reliability. Conducted detailed data analysis and collection to generate comprehensive business reports. Prepared and summarized weekly, monthly, and periodic operational results for key stakeholders. Created end-of-month scorecards to evaluate support and staff performance. Ronalyn Santos CONTACT INFO WORK EXPERIENCES TEAM LEADER Phone - Email-Address Baliuag Bulacan, Philippines 3006 Telus International Ph | July 2018 - January 2021 Managed a team of customer service representatives, ensuring performance met company and client standards. Conducted planning, assessment, and feedback meetings in alignment with the company’s performance cycle. Set team members' goals and provided coaching, mentoring, and support to help them achieve their targets. Handled escalation calls, assessing the capability of team members to manage complex customer interactions. Managed and corrected daily time entries for team members to ensure accurate record-keeping. SUBJECT MATTER EXPERT Telus International Ph | December 2017- July 2018 Monitored daily compliance and performance analysis of team leaders managing escalated calls. Provided direct support to new team members, offering guidance on product specifics during call handling. Assisted real-time analysts with daily callouts, ensuring that agents are actively taking calls. CUSTOMER SERVICE REPRESENTATIVE Telus International Ph | May 2016- December 2017 Managed an in-house telecommunications account serving Canadian small to medium-sized business clients (10 to 100 customers per account). Resolved a wide range of customer issues, including billing inquiries, payments, disputes, retention, upselling, online walkthroughs, and basic troubleshooting. Provided personalized customer assistance by actively listening, identifying solutions, and making informed product recommendations. Promoted relevant products and services to customers during service calls, account management, and order processing. EDUCATION BALIWAG POLYTECHNIC COLLEGE June 2011 - May 2016 Bachelor of Science Computer Engineering REFERENCES Miguel Dela Rosa | Athena| Executive Assistant |--