Twinkle Arcilla

Twinkle Arcilla-- Block 37 Ph 2 Lot 8 Block Q Addition Hills, 1550 Mandaluyong City Profile Personal details Detail-oriented and dependable Virtual Administrative Assistant with over 3 years of experience supporting a US-based broker-dealer. Skilled in handling back-office operations, investment reporting, KYC/AML verification, client correspondence, managing sensitive financial data, and providing excellent client experiences across multiple platforms. Date of birth February 12, 1989 Experienced Customer Service Representative with 6 years of delivering exceptional support in both voice and non-voice roles. Provided inbound customer service for SiriusXM (US satellite radio) via phone and technical support for Samsung Australia via email and live chat. Known for resolving customer concerns efficiently, maintaining a professional tone across all communication channels, and consistently meeting KPIs for customer satisfaction, response time, and issue resolution. Passionate and patient English Tutor with experience teaching Korean students of various ages and proficiency levels for 5 years. Skilled in delivering engaging one-on-one or group online classes focused on conversation, grammar, pronunciation, and exam preparation. Culturally aware and adaptive, ensuring a positive and encouraging learning environment for Korean learners. Familiar with various online platforms and teaching materials tailored for ESL instruction. Nationality Filipino Civil status Single Skills Microsoft Office Google Workspace Google Spreadsheet Microsoft Excel Excellent verbal and written communication skills Education Bachelor of Science in Secondary Education major in English Southeastern College, Pasay City Gender Female Jun 2013 - Sep 2014 Critical thinking Problem-solving Analytical skills Employment Virtual Administrative Assistant Jan 2023 - Feb 2025 ACCA Concepts, Caloocan City SUMMARY: Detail-oriented and dependable Virtual Administrative Assistant with over 3 years of experience supporting a FINRA-registered broker-dealer in the US. Proficient in handling back-office operations, investment reporting, KYC/AML verification, and client correspondence. Expert in managing sensitive financial data and enhancing excellent client experiences across multiple platforms. Provided day-to-day administrative support for a US-based brokerdealer, ensuring compliance with internal and regulatory standards. Managed email communications with clients and investors, addressing inquiries, guiding them through the investment process, and resolving concerns promptly. Prepared and reviewed reports, including investment summaries, abandoned accounts, and transaction updates. Conducted KYC/AML checks and documentation validation as part of Time-management skills Teachable and fast learner Easy to adapt Excellent customer service Multitasking Team player Can work independently with less supervision Professionalism Strong work ethic Keen to details investor onboarding and compliance. Maintained and updated investor records, filings, and transaction logs with accuracy and confidentiality. Virtual Admin Assistant Jan 2022 - Jan 2023 Filodoxia Ph OPC, Pasig City SUMMARY: Detail-oriented and dependable Virtual Administrative Assistant with over 3 years of experience supporting a FINRA-registered broker-dealer in the US. Proficient in handling back-office operations, investment reporting, KYC/AML verification, and client correspondence. Expert in managing sensitive financial data and enhancing excellent client experiences across multiple platforms. Provided day-to-day administrative support for a US-based brokerdealer, ensuring compliance with internal and regulatory standards. Managed email communications with clients and investors, addressing inquiries, guiding them through the investment process, and resolving concerns promptly. Prepared and reviewed reports, including investment summaries, abandoned accounts, and transaction updates. Conducted KYC/AML checks and documentation validation as part of investor onboarding and compliance. Maintained and updated investor records, filings, and transaction logs with accuracy and confidentiality. Customer Service Representative Jul 2019 - Apr 2021 Concentrix CVG Philippines, Inc., Mandaluyong City SUMMARY: Provided inbound customer service for SiriusXM (US satellite radio) for 2 years. Known for resolving customer concerns efficiently and consistently meeting KPIs for customer satisfaction, response time, and issue resolution. Answered high-volume inbound calls to assist customers with billing concerns, subscription issues, and account updates. Provided product knowledge and upsold services based on customer needs. Resolved customer complaints with professionalism, empathy, and efficiency. Maintained accurate records of interactions and transactions using CRM tools. Met or exceeded performance metrics, including first-call resolution, customer satisfaction, and call handling time. Customer Service Representative/Technical Oct 2015 - Jul 2019 Support Representative Transcom Worldwide Philippines, Inc., Mandaluyong City SUMMARY: Experienced Customer Service Representative/Tech Support for Samsung Australia for 4 years. Provided prompt and precise responses to customers' inquiries regarding product setup, troubleshooting, warranties, and service requests via email and chat. Guided customers through step-by-step solutions for Samsung Home Appliances Coordinated with cross-functional teams/departments to facilitate other resolutions, including replacements and refunds. Efficiently arranged service requests via CRM software for complex technical issues Managed multiple chat/email interactions simultaneously while maintaining high service quality. Consistently maintained a professional, empathetic brand voice during complaint resolution Accurately maintained customer interactions and transactions with Languages English Tagalog confidentiality and integrity. English Tutor Sep 2011 - Sep- English Support, Inc., Makati City SUMMARY: Passionate and patient English Tutor with experience teaching Korean students of various ages and proficiency levels for 4 years. Skilled in delivering engaging one-on-one or group online classes focused on conversation, grammar, pronunciation, and exam preparation. Culturally aware and adaptive, ensuring a positive and encouraging learning environment for Korean learners. Familiar with various online platforms and teaching materials for ESL instruction. Conducted online English lessons for Korean students ranging from beginners to advanced learners. Designed and customized lesson plans based on the student's level, learning goals, and areas of improvement. Focused on improving speaking, listening, and reading skills through structured lessons and free talking/conversation. Provided pronunciation coaching, vocabulary building, and grammar correction in real-time. Used interactive teaching methods to maintain student engagement and encourage language use. Delivered daily and monthly constructive feedback to help students track their progress. English Tutor Mar 2010 - Aug 2011 Advanced English Hub, Inc./Lustem, Inc., Makati City SUMMARY: Passionate and patient English Tutor with experience teaching Korean students of various ages and proficiency levels for 4 years. Skilled in delivering engaging one-on-one or group online classes focused on conversation, grammar, pronunciation, and exam preparation. Culturally aware and adaptive, ensuring a positive and encouraging learning environment for Korean learners. Familiar with various online platforms and teaching materials for ESL instruction. Conducted online English lessons for Korean students ranging from beginners to advanced learners. Designed and customized lesson plans based on the student's level, learning goals, and areas of improvement. Focused on improving speaking, listening, and reading skills through structured lessons and free talking/conversation. Provided pronunciation coaching, vocabulary building, and grammar correction in real-time. Used interactive teaching methods to maintain student engagement and encourage language use. Delivered daily and monthly constructive feedback to help students track their progress. References MA. CECILIA ROSE IMPERIAL Supervisor at ACCA Concepts, Caloocan City -,-WINSTON JOVES Manager at Concentrix CVG Philippines, Taguig City -,-