Soraine Banglan

Soraine Banglan GENERAL VIRTUAL ASSISTANT PROFILE REACH ME "A driven, detailed-oriented and responsible individual with a strong passion for learning and self-development. A graduate of Business Administration major in Economics and spent 3.5 years of experience in providing excellent customer service and quality assurance aiming to apply existing skills in helping business owners in growing their business. www.facebook.com/raine0926 @bbuckwheat18 soraine0926@gmail@com www.linkedin.com/in/sorainebanglan/ SKILLS Raine1826 Customer Service Microsoft Excel/word/PP Admin Support Google Docs/sheets Internet Research Social Media Management Gen. Transcription CANVA Interests Work Experience CALL MONITORING SPECIALIST Jul 2015 - Jun 2017 SITEL Philippines Corporation As a Call Monitoring Specialist, I help the company ensure that proper phone etiquette was followed, knowledge and competence were incorporated in resolving the customer concern through call evaluation Support the operations team by providing one on one/ team quality coaching highlighting product updates, identified team opportunities and formulate action plan on how to address those opportunities and improve performance Create daily, weekly and monthly excel reports based on the identified risks, gaps, and analysis on the trending behavior, quality issues, and performance measures observed during call evaluation for management review experience Continue oct 2015 - Jun 2016 Customer Service Representative b2b (Phone) SITEL Philippines Corporation Answer inbound calls from dental office in the US regarding patients dental benefits breakdown and questions on how a claim was processed and make sure to keep documentation of the interaction and transaction details of the inquiry, complaints or comments as well as any action taken Discuss to help the caller understand on how a claim was processed or why it was denied and refer all unresolved customer grievances to designated departments for further investigation sep 2014 - Jul 2015 technical support representative for cable (Phone) TELEPERFORMANCE Philippines Answer inbound calls to resolve customer cable service issues and concerns with strong technical and negotiation skills in a timely manner Displayed courtesy and strong interpersonal skills with all customer interactions and promote/upsell additional services if applicable On the job training (internship) oct 2012 - mar 2013 PHILIPPINE HEALTH INSURANCE CORPORATION (LHIO) Act as a personal assistant and assist small business owners on the installation of Electronic Premium Reporting System (EPRS) and make sure it would be easy for them to adjust with the electronic innovation Participate in the Mobile, Orientation, Validation, Enrollment, Scheme program of the corporation Perform administrative tasks on updating clients' information on the system, received and verify documents before it was submitted to the back-office Call small business owners and schedule/ confirm an appointment for the EPRS orientation personality & values my laptop's specs and capacity