Curriculum Vitae
SHIENA ANN WICO
GENERAL / EXECUTIVE VIRTUAL
ASSISTANT
Customer Service
Chat Support Specialist
Social Media Manager
Ecommerce Virtual Assistant
"Your Personal Virtual Assistant: Simplifying Life,
Amplifying Success!"
PROFILE
I'm a dedicated and results-driven individual who excels at working independently or teambased, I offer a strong work ethic and outstanding organizational skills to any setting. I have been
wanting nothing more than to be able to apply my time management and communication skills to
provide exceptional virtual assistance and contribute to the success of your business.
I am an experienced customer service professional with over 4 years of dedicated experience
in delivering exceptional customer support. Proven track record of effectively handling customer
inquiries, resolving issues, and maintaining high levels of customer satisfaction.
I am highly motivated and versatile virtual assistant with a wide range of skills and experience
in various industries. I am equipped to handle variety of tasks and projects. I provide exceptional
customer support, social media management, data entry, and other virtual assistance.
I am eager to apply to your company for any Virtual Assistant role and I am confident that I can
make a positive impact on its growth and success. I am fully committed to completing every
project with excellence and dedication.
Mobile Number: -
WhatsApp: -
Skype: live:.cid.b9a10c50a-
Email:-Facebook: Shiena Wico
LinkedIn: https://www.linkedin.com/in/shiena-ann-wico/
Onlinejobs.ph: https://www.onlinejobs.ph/jobseekers/info/-
WORK EXPERIENCE
(Full time)
CONCENTRIX NAGA
Concentrix is an American business services company specializing in customer
engagement and business performance. The company offers wide range of services
including technical support, sales, healthcare, retail and financial services. Concentrix
partners with ambitious, progressive executives around the world to future-proof their
business and stay ahead of the competition and customer expectations.
Customer Care Specialist | June 2019-January 2021
Handled general care support for a Healthcare Company in the US.
Handled inbound calls from hospitals, medical offices, clinics, and nursing homes.
Responsible for reviewing submitted documents to make sure they have the proper
information for billing purposes.
Utilize resources to troubleshoot and resolve customers issues.
Consistently meet and attain required Key Performance Indicators (KPIs)
GRAINSMART RICE
Grainsmart is one of the Philippines' Largest
Rice Retailer & Franchisor; and now they also offer Water, Bills Payment, and LPG
Business.
Franchise Sales Representative | January 2021-March 2021
Responsible to promote and sell franchise services in assigned territory, which results
in meeting or exceeding assigned sales goals.
Grow and develop customer base by utilizing a systematic process to identify new
prospects and to routinely contact and follow up with customers.
Responsible for keeping records of customer interactions, process customer
accounts, and file documents.
Utilize the quarterly Marketing Media Kit to market the company services and to sell
the products.
WORK EXPERIENCE
(Full time)
QUANTRICS ENTERPRISES INC.
Quantrics Enterprises is a company that provides
in house IT development, shared services and customer care experience for
Canada's top telecommunications company.
E-chat customer support | April 2021 – May 2023
Interacting with customers in real-time through chat to address inquiries,
concerns, and requests for assistance.
Troubleshooting problems, resolving technical issues, and providing solutions
to customers' challenges.
Analyzing situations, identifying root causes of problems, and finding
appropriate solutions for customers.
Handling multiple chat conversations simultaneously while ensuring the quality
of responses and maintaining professionalism.
QUANTRICS ENTERPRISES INC.
Quantrics Enterprises is a company that provides
in house IT development, shared services and customer care experience for
Canada's top telecommunications company.
Subject Matter Expert | April 2022 – May 2023
Guides and trains new team members and facilitates their work.
Provide floor support, learning sessions, coaching & feedback to new agents
Assists in hitting metrics of the team
Ensure prompt escalations to Team Leader.
Monitor performance and quality scores of team.
Review and evaluate the work of team, identify areas for improvement, and
implement corrective actions.
WORK EXPERIENCE
UNIT 28 BY K STUDIO
(Flexi Schedule)
Social Media Manager | February 2023- July 2023
Responsible for creating engaging and visually appealing content, including text,
images, graphics and videos.
Crafting compelling captions, posts, and advertisements that resonate with the target
audience and convey the brand's voice and messaging effectively.
Engaging with the online community, responding to comments, messages, and
mentions, and fostering a positive and active online presence.
Develop unique and engaging social media campaigns that capture the audience's
attention.
TOAPVERE CO.
(Flexi Schedule)
Social Media Manager | September 2022- May 2023
Responsible for planning and scheduling content across various social media
platforms (e.g., Instagram, Facebook).
Ensure consistency in posting schedules to maintain audience engagement.
Monitor and respond to comments, messages, and mentions in a timely and
professional manner.
Research and use relevant hashtags to increase the discoverability of posts and
reach a broader audience.
Maintain a content calendar to ensure a consistent flow of content that aligns with
promotional events and holidays.
SMART-E
(Flexi Schedule)
Shopify Customer Support | October 2022- June 2023
Provide assistance to inquiries about products and services in a most patient and
friendly way.
Issue refunds if item or products is damaged.
Reply and answer customer inquiries through email.
Reply through social media platform such as Facebook and Instagram.
Tracks orders, change order details, change shipping details, etc.
TRAININGS AND SEMINARS
Graphic Design through Canva
2021
Video Editor Capcut
2021
Lead Generation
2021
Email Management
2021
Appointment Settler
2021
WordPress Management
2022
Social Media Management
2022
Facebook Ads for beginners
2022
Facebook Ads (Advanced)
2022
Shopify Freelancing Course
2022
Amazon FBA
2022
E-commerce Training
2022
TOOLS
EDUCATIONAL BACKGROUND
Partido State University is a research regional state higher education institution in Goa
Camarines Sur at the province of Camarines Sur, Philippines. It offers various bachelor's
programs in teacher education, engineering, business, science, and more.
The university aim to provide students with a comprehensive and well-rounded education.
This includes both theoretical knowledge and practical skills relevant to their chosen
fields of study.
Bachelor of Science (BS) in Computer Science |-
This degree program is designed to provide students with a strong foundation in
computer science concepts while also fostering critical thinking, communication skills, and
a well-rounded education in the humanities and social sciences.
As a computer science graduate, I am able to adapt in a rapidly changing tech landscape
and equipped to approach challenges from multiple angles and adapt to emerging
technologies and trends.
SOFT SKILLS
Excellent Communication Skills
Organizational skills
Problem-Solving
Integrity
Product/ Service Knowledge
Time Management
Conflict Resolution
Leadership
Multi tasking
Results Driven
Empathy
Patience
Creativity
Adaptability
HARD SKILLS
Excellent Customer Service
Knowledge in Google Workspace
CRM software
Product Research
Computer literate
Email Management
Data Analysis
Calendar Management
Data Entry
Social Media Management
Project Management
Graphic Design
Video Editing
CHARACTER REFERENCES
Name: Ramir Rivera
Company: Quantrics Enterprise
Position: Customer Service Rep
Contact No. -
Name: Harvey Follero
Company: Concentrix
Position: Team Lead
Contact No. -
Name: Jeliane Kaye Mina
Company: Quantrics Enterprise
Position: Subject Matter Expert
Contact No. -
Name: Ruel Asis
Company: Grainsmart
Position: Assistant Store Manager
Contact No. -
Name: Kenn Ferolino
Company: Quantrics Enterprise
Position: Customer Service Rep
Contact No. -
Name: Pauline Joei Malbog
Company: Unit28 by K studio
Position: Owner
Contact No. -
By affixing my e-signature, I verify that the information in this document is
valid and correct. Thank you so much!
SHIENA ANN WICO
Applicant
