Theresa Lapera | Freelancer Resume

THERESA B. LAPERA Laya Baclayon , Bohol Email:- Phone: - PROFESSIONAL SUMMARY With 20 years of diverse experience spanning customer support, sales, project management, and executive assistance, I have successfully led teams, managed complex tasks, and delivered exceptional customer experiences. I thrive in fast-paced environments, excel in communication, and have a results-oriented approach to solving problems efficiently. My background includes managing accounts, overseeing operations, handling inbound/outbound calls, and leading various teams across multiple industries, making me a versatile and valuable asset to any organization. CORE COMPETENCIES ● Customer Service Expertise: Handled complex customer queries, complaints, and escalations in both B2B and B2C settings. ● Leadership & Team Management: Successfully led and managed teams in various industries, ● ● ● ● including sales, customer support, and admin roles. Project Management: Skilled in organizing, prioritizing, and leading projects to meet tight deadlines and exceed expectations. Calendar & Task Management: Expert in managing schedules, setting appointments, and coordinating meetings to optimize workflow. Communication Skills: Excellent verbal and written communicator with the ability to interact effectively with clients, teams, and stakeholders. Technical Proficiency: Proficient in a variety of tools including Shopify, Zendesk, Gorgias, HubSpot, Asana, Monday, Trello, and many more. PROFESSIONAL EXPERIENCE Account Manager Visionx Cleaning | Dec 2023 - Oct 2024 ● Managed calendar bookings and schedules for the team. ● Hired cleaners and staff, oversaw social media, and handled lead management. Executive Assistant/Team Manager Vision Care Center | Mar 2023 - Oct 2023 ● Patient care coordination and calendar management for appointments. ● Managed receptionist duties, booking schedules, and team operations. Executive Assistant/Customer Care SINSPEED Auto Supplies Limited | Jan 2022 - Mar 2023 ● Provided post-sales support and liaised with suppliers and Engineers and mechanics ● Handled invoicing, emails, tickets, calls, and calendar management. Customer Support Manager & Sales Ecommerce: Huddlebag, Coupana, Vevo hearing, Rootednblk | Jan 2019 - Feb 2021 ● Led customer service operations and sales initiatives, resolving issues promptly. VP - Event Manager Small Business Market Place MARKETPLACE at Oakland Mall, Troy, Michigan | Jan 2013 - Jan 2022 (Seasonal) ● Managed seasonal business events, email communication, and social media. ● Cold calling, appointment setting, bookings and calendar management. Team Manager/Appointment Setter Senior Saving Solutions | Mar 2017 - Apr 2019 ● Managed appointment setting and customer service for insurance campaigns. ● Quality assurance for teams Executive Assistant/Operations Manager Kickstartlocations | Jan 2012 - Oct 2018 ● Managed sales, customer support, and quality assurance for teams. ● Conducted training, sales administration, and technical support. ● Call and email handling support Sales/Lead Generation GREENWIRE Outsourcing | May 2010 - Jul 2011 ● Performed lead generation and appointment setting for various campaigns. Customer Support/Market Research WESTERN WATS Philippines, Inc. | Sept 2004 - Mar 2010 ● Conducted market research interviews and led client management. Art Director & ESL/Art Teacher Celebrity Center of the Arts and Talents | 2000 - 2006 ● Directed art projects and taught English as a Second Language (ESL) and art classes. EDUCATION Bachelor of Fine Arts Major in Advertising University of San Carlos | 1993 - 1997 | Cebu City, Philippines TRAINING & CERTIFICATIONS Western WATS Philippines, Inc. ● Completed training in “The Art of Colorful Communications and Understanding American Culture and Accent.” ● Certified as a Top Sales Performing Agent. TOOLS & SOFTWARE ● Shopify | Go High Level | Keap / Infusionsoft | Zendesk | Gorgias | HubSpot | Microsoft Office | Asana | Trello | ● Monday.com|Google Workspace | Freshdesk | Intercom | Slack | Zoom | Calendly | 3CX | Ring Central Certification as Top Sales Performing Agent REFERENCES Michael Spector CEO, Entrepreneurs Expo, Michigan Email:---Hazel Rivera Executive Assistant, Capture Imaging Photography Email:-| Phone: - Gabby Atienza Shift Manager Email:- COMPUTER SPECS: