Sonia P Monje

Sonia Palma Monje Purok Ilang Ilang Brgy. Isabang Lucena City Email:-/ Skype :sonia.monje12 Cell #:- Summary of Skills and Career Highlights Customer Service – 16 years of experience. 10 years of Client Care experience on BPO setting and ongoing 6 years on homebased work set up. Areas of expertise include outbound business surveys, outbound sales, telecommunications, internet customer care, sales, live chat support, email support, basic accounting, payment system handling disputes and refunds and technical support. People Management – 4 years of experience. Management of a team consisting of 20-25 marketing associates for an outbound call campaign. Monitoring quality, production and implementation of set guidelines of the company regarding attendance, reaching metrics in call quality and number goals. Ecommerce and Marketplace – 3 years combined experience in Shopify. CRM and other tools experience – Salesforce, Zoho, Zendesk, Freshdesk, VTiger, Moneyworks, Quickbooks, Asana, Evernote, Trello, Shipstation, Transguardian, SmartBnB, IGMS, Touchstay, Dynamic Pricing Professional Experience Plus Vacation Rentals https://www.plusvacationrental.com Illinois July 2019 – May 2020 Customer Service Representative • Customer service support role includes management from reservation until check out. Primary responsibility is to answer inquiries from customers and filing resolution requests • Managing Welcome book and brochure of each property , updating calendars, editing rates and adjusting bookings to fill vacancies. Bakers Authority http://bakersauthority.com New York February 2017 – May 2019 Customer Service Representative • Resolve customer inquiries and complaints over the phone , live chat ad email. • Use telephones to reach out to customers to verify and update basic information, credit card payment and disputes • Assist with placement of orders, refunds and filing insurance claims. • Initiate sales and follow-up sales leads Diamond Concierge http://diamondconciergeservice.com New York November 2015 – February 2017 Marketing Virtual Assistant • Salesforce database management making sure all company’s marketing list, client contacts and account information are up to date. • Daily ad hoc tasks of calling and following up with jewelers in the US. • Appointment Setting • Creating shipping labels via Transguardian, Fedex, UPS and USPS. Tracking the package until it reaches specific destination. • Making invoices and processing payments through Authorize.net The Beer Cellar www.beercellar.co.nz/ www.beercellar.com.au Australia and New Zealand April 2014 – March 2015 Marketing Coordinator • Calling prospects and introducing our company with wide selection of imported beers from all over the world focusing on alcohol from Belgium and US. • Assisting and answering customer’s inquiries, concerns and questions thru Live Agent, an interactive software that is responsible for Live Chat and Email Support. • Responsible for pulling up daily marketing sales report, initiate check and balance with MoneyWorks, an accounting software. • Assigned to do HR and Administrative tasks like calendar management, logistics, social media and transcription for the company if needed. Idea2Result/ www.idea2result.com Chicago, Illinois September 2013-April 2014 Professional Appointment Setter and Executive Coordinator • Appointment Setting for different sales clients that support outbound and inbound campaign • Executive Coordinator for one of the partners of the company doing emails, answering Inbound and making Outbound calls to maintain business schedules, fixing meetings and coordinating them to the executive’s calendar. RealPage Philippines Rockwell Business Center Tower 2, Ortigas City October 2012- June 2013 Level One Maintenance Associate (US Housing Industry) • Provides 24/7 support, handling 100% of resident service calls for a single property or entire portfolio. Provides a professional response, log tickets into software and dispatch emergencies to the proper technician for rapid resolution. West Contact Services Inc. Exportbank Plaza, Makati City May 2012- September 2012 Technical Support Representative (Internet and Landline Account) • Provide client support and technical issue resolution via email, internet and landline • Configuration of client’s equipment to the Internet using various cable modems. • Identify and correct or advise operational issues on client computer systems and landline service Startek Philippines SM Cyberone, Makati City August 2009- May 2012 Inbound Support Representative (Postpaid and Residential Telco Account) • • Handles customer questions, complaints and billing inquiries with the highest degree of courtesy and professionalism to resolve customer issues with one call resolution. Adequately respond to their comments, requests and problems • Handles business transaction in connection with activation of new customer accounts • Offers alternative solutions where appropriate actions take place in retaining customer’s account. • Required to achieve a sale quota, utilize operational systems to process purchases of accounts and services; payments for wireless and residential bills, equipment and accessories • Trained to work in one or multiple set skills over various customer contact channels • Make recommendations according to customer’s need on features, upgrade and rate plan VXI Global Solutions SM Cybertwo, Makati City March- May 2009 Outbound Marketing Representative (Sales, VOIP - UK Account) • Offer products and services to potential customers • Convert each call into a sale by proactively offering services offered by the program and to effectively hit sales targets. • Develop spiels that will persuade customers to purchase products Eperformax Contact Centers BPI Bldg, Makati City October 2006- February 2009 Team Manager for Outbound Business Surveys (US Credit Bureau) • Handles and directs one team comprised of 20-23 Marketing Associates, 1 Quality Assurance Specialist and 1 Team Leader • Responsible for maintaining and possibly exceeding goal expected by the clients, also, drive the whole team by delivering business surveys to one of the biggest credit bureau in United States. • Obtain possible customer leads data entry and maintenance of customer databases. • Supervision of quality monitoring, production and implementation of administrative tasks to ensure that representatives comply with set policies and guidelines. Eperformax Contact Centers BPI Bldg, Makati City September 2003- December 2004 Quality Assurance Specialist for Outbound Business Surveys (US Credit Bureau) • • Monitor, grade live and recorded calls to enhance skills needed for improvement. Tracks and issues action plan with desired goal necessary to meet clients’ expectation. Eperformax Contact Centers BPI Bldg, Makati City September 2003- December 2004 Marketing Associate for Outbound Business Surveys (US Credit Bureau) • Place Outbound calls to gather Business Surveys which comprise of basic marketing information needed for US Credit Bureau Clie Academic and Professional Credentials June 17, 1999 • Registered Nurse as per Professional Regulation Commission with License #- St. Jude College Manila March 1998 • Graduated Bachelor of Science in Nursing Holy Rosary Catholic School Lucena City March 1992 • Graduated Secondary School Character References • Available upon request