Russell Iran

RUSSELL T. IRAN Professional Virtual Assistant/Customer Support with great Management Skills SKILLS: CAREER OBJECTIVES: A highly motivated, knowledge-hungry learner with great management skills, excellent customer service skills, data entry expert, live chat skills, emails, web research skills and with extensive experience as a virtual assistant seeking an opportunity to leverage my 12 years working experience and build a long-term career in a company with opportunities for career growth. To work in a progressive organization which can expand all my knowledge and provides me with exciting opportunities to utilize my skills and enriches my knowledge. To succeed in an environment of growth and excellence and earn a job which provides me job satisfaction and self-development and helps me achieve personal as well as organizational goals. COMMUNICATION   TECHNICAL   QUALIFICATIONS:             Great experience in management duties such as overseeing and leading the work of the team, onboarding and training new agents. Substantial experience and outstanding skills in customer service covering financial, technical and retention field for about 6 years including 2 years as resolutions supervisor. Accustomed to working in fast-paced environments with the ability to think quickly and successfully handle difficult clients. Excellent interpersonal skills, ability to work well with others, in both supervisory and support staff roles. Customer service employee with strong written and oral communication skills. Trained and experienced in resolving customer complaints and promoting conflict resolution. Good experience and a thorough understanding of sales and marketing. Trained and experienced in online English teaching. Experienced working on home based jobs such as customer service, email support, live chat support, technical support and as a team leader/manager. Been a virtual assistant providing professional administrative, technical, or social assistance to clients remotely. Excellent on data entry projects, emails, transcriptions, web research and several other services. Takes initiative when problems arise and have the ability to work independently, with minimal supervision. Fluent in English and Filipino Good communication skills both oral and written       Computer and Internet Skills Good knowledge of Microsoft Office and Google Tools Customer Support Data Emails/Live Chat Research Transcriptions Troubleshooting/ Technical Skills LEADERSHIP    Highly trained in assisting and supporting agents Coaching skills People Management Skills OTHERS          Disciplined Effective and Efficient Fast learner Multitasking Organized Self-Motivated Strong Work Ethic Teamwork skills Works under pressure WORK HISTORY: Resolutions Supervisor/Senior Agent, IQOR CLARK PHILIPPINES, November 2008 – January 2014     Started as a collections specialist until endorsed to also handle customer service, technical support and retention field. Handled billing concerns, dealt with inquiries, provide troubleshooting assistance and resolve customer complaints via phone. Provide issue resolution and customer's satisfaction. Promoted as Resolutions Supervisor assigned to take escalated calls, trained and experienced in resolving customer complaints and promote conflict resolution. Sales Representative, NETCAST BPO CLARK PHILIPPINES, January 2014 – April 2014    Providing the best service possible by exceeding the expectations of customers every day. Mission goes beyond increasing sales revenues. Fostering relationships with customers to strengthen the brand and turn every sale into an opportunity for crossselling and up-selling. Home Based Customer Service Representative, OUTBOUNDERS.COM, April 2014 – November 2014    The goal is to make a positive impression to a complete stranger, create interest in what we are saying and agree on next steps. Providing excellent service and focusing on the issue of each and every customer. Maximizing resources to retain customers. Virtual Assistant, Since April 2014    Providing professional administrative, technical, or creative (social) assistance to clients remotely from home. Doing data entry projects, emails, transcriptions, web research and several other services. Utilizing Microsoft tools like Microsoft Word, Microsoft Excel as well as Google Docs and Spreadsheets for gathered data or specifically assigned task. Remote Team Leader, VIDCRUITER, Since June 2014       Performs management duties, responsible for overseeing and leading the work of the remote team. Answers team member questions, helps with team member problems and oversees the team work for quality and guideline compliance. Provide onboarding and training to new remote agents. Doing data entry projects, emails, transcriptions, web research and several other services. Providing professional, friendly and accurate customer support to users via phone, email and live chat. Managing tickets, responsible to resolve queries and providing technical support with issue resolution. Service Technician, JEXET TECHNOLOGIES, April 2017 - January 2018      Constantly communicate with the technical team in the daily works in the business. Provide first level support to the specific client assigned to me. Communicate effectively the problems, concerns and updates relating to the issues I am assigned on. Adhere to the internal processes and procedures regarding the work delivered. Perform necessary documentation of issues and resolutions. EDUCATION: COLLEGE SYSTEMS PLUS COLLEGE FOUNDATION Bachelor of Science in Business Administration June 2007 up to October 2008 SYSTEMS PLUS COLLEGE FOUNDATION Bachelor of Science in Accountancy June 2006 up to March 2007 HOLY ANGEL UNIVERSITY Bachelor of Science in Accountancy June 2005 up to March 2006 HIGHSCHOOL ANGELES CITY NATIONAL HIGH SCHOOL PAMPANG June 2001 up to March 2005 Awarded with Distinction ELEMENTARY Clark Air Base School June 1994 up to March 2001 Awarded 2nd honorable mention PERSONAL DATA: Date of Birth: Place of Birth: Gender: Citizenship: Civil Status: December 20, 1987 Alaminos City, Pangasinan Female Filipino Married CHARACTER REFERENCES: Can be provided upon request. I hereby certify that all information provided is true and accurate. RUSSELL T. IRAN Signature