Shynafel Saura | Freelancer Resume

Shynafel Halil Saura- |- linkedin.com/in/shynafel | shynafelsaura.my.canva.site SUMMARY Multi-skilled Virtual Assistant and Social Media Manager with a strong background in customer service, administrative support, email handling, and online research. Trained in content scheduling, basic Canva design, and managing social media accounts to boost engagement and brand consistency. Known for being organized, reliable, and committed to helping businesses run smoothly through clear communication and efficient support. Technical Skills ● ● ● ● ● ● Customer Support (Email & Calls), Email & Inbox Management, Calendar Scheduling Administrative Support, Research & Data Entry, Document Management Social Media Scheduling, Content Creation (Canva & CapCut) Google Workspace (Documents, Sheets, Drive, Calendar, Meet, Forms) Microsoft Office (Word, Excel, Outlook, Teams) Trello, Notion, Slack, Zoom, Salesforce, RingCentral, Freshdesk Full list of tools and platforms available in my portfolio: shynafelsaura.my.canva.site EDUCATION- Saint Vincent’s College Dipolog City | Graduate Business Administration-Financial Management EXPERIENCE Apr 2023 - Feb 2025 Subject Matter Expert (remote) Telework PH Careers | Sunshine Loans |Bulacan, Philippines ● Handled customer service emails via Freshdesk and supported daily operations in the absence of a dedicated admin team. ● Led debt settlement negotiations, finalizing and signing 300+ proposals with third-party agencies, securing discounted payoffs and consistent client payments. ● Created internal processes for bankruptcy handling, contract corrections, and payment posting, using Google Sheets, Documents, and Drive. ● Promoted to lead the Correspondence Team, training members from scratch and improving support accuracy by 30%+. ● Delivered live assistance via Google Meet, coordinated via Slack, and used RingCentral for customer and third-party calls. ● Developed Standard Operating Procedures and training materials, contributing to smoother onboarding and scalable back-office operations. Aug 2021-Aug 2022 Customer Service Representative (remote) Synchrony Global Services | Synchrony Bank | Cebu, Philippines ● Assisted U.S. customers with credit card applications, billing inquiries, and account troubleshooting under the Sam’s Club credit card program. ● Handled 100+ daily calls involving fraud disputes, chargebacks, and account security, maintaining a 95%+ compliance rating. ● Guided users through online account setup, mobile access, and technical issues, contributing to improved first-call resolution. ● Used Microsoft Teams, Outlook, and Zoom for daily internal communication and coordination. Jul 2017 – Apr 2021 Customer Service Representative (onsite) Teleperformance | JP Morgan Chase & Co. | Cebu, Philippines ● Provided support for both retail banking and credit card services, switching across functions up to 3 times per shift to manage high call volumes. ● Handled account inquiries, fraud disputes, credit applications, and billing issues while ensuring strict compliance with data security standards. ● Trained as a member of the site’s first cross-functional team, enhancing operational flexibility and reducing hold times during peak hours. ● Assisted in online banking setup and guided customers through mobile app use, balance transfers, and credit management. Apr 2015 - June 2017 Customer Service Representative (onsite) Sykes Asia | Ally Bank | Cebu, Philippines ● Supported auto loan and lease customers with payments, account status, and contract inquiries, ensuring compliance with financial policies. ● Assisted with online account access, loan application coordination with dealerships, and lease-end reviews including damage photo assessments. ● Resolved billing concerns, payment extensions, and disputes, maintaining detailed documentation for each account interaction in CRM tools. Cross-trained in online and lease servicing, demonstrating flexibility and accuracy in handling varied account types. Training/ Courses Nov 2024- Jan 2025 Dec 2024- Feb 2025 Feb 2025-Mar 2025 General VA Course | Your Best Virtual Assistant Freelance Course | VirtualAssist Online Social Media Management Mastery | Your Best Virtual Assistant