Vivian Gacuma

VIVIAN GACUMA Virtual Assistant ABOUT CONTACT-- Highly motivated administrative professional with 12 years of experience in BPO industry. Self-motivated, dedicated and driven. A team player and achiever. Quality customer service oriented. Excellent presentation and communication skills; both oral and written. Strong organizational skills and extremely attentive to details. Selfstarter with exceptional interpersonal and organizational abilities, and a proven Paranaque City, history of managing multiple tasks simultaneously while managing a multi-lingual team Manila Philippines and other supporting daily freelance tasks. CORE COMPETENCIES EDUCATION BACHELOR OF ARTS: Managing files, records, and documents Social Media Posting Performing excel functions Lead Generation Managing calendars Content moderation and Fraud Analysis Ateneo de Zamboanga Customer Service Writing and Editing Zamboanga, PH Compliance Tasks Risk & Management Response Monitoring Outbound and Inbound CS Calls MAJOR IN PHILOSOPHY 2003 COMPUTER SKILLS Microsoft Office Suite TRAININGS AND SEMINARS ATTENDED Adobe Photoshop Kingsoft Open Office ISA Training | VAPE Online Training | January 22 to January 28, 2018 Photo Filtre LEADERSHIP TRAINING | Open Access Marketing | January 27 - February 23, 2016 SPANISH TRAINING | G-COM, Sobrecary St., Davao City | April 7 - May 7, 2007 CALL CENTER AGENT TRAINING | Global Communications | Sept 18 - Oct 08, 2006 STRATEGIC PLANNING & WORKSHOP | IPIL Koop | February 11, 2005 REFERENCES Nicole Arreza Campaign Manager- Rebecca Contemplo B2C Marketing Specialist- LANGUAGES Spoken: English, Spanish, Tagalog Written: English, Spanish, Tagalog WORK EXPERIENCE SOCIAL MEDIA & CUSTOMER SALES SPECIALIST (PART TIME) February 01, 2018 to May 16, 2018 Lead Generation, ISA trained, Cold calls, social media posting and scheduling, Customer Sales & Service TEAM LEADER Open Access Marketing | Aug 2015 to Jan 2018 Leading an international team of fraud analysts and content moderators for a travel site account SENIOR FRAUD ANALYST/CONTENT & MODERATION - TRIPADVISOR Open Access Marketing | july 2012 to Jan 2018 Responsible for moderating and finding fraud in reviews before publishing them on the live site of TripAdvisor using the URD or fraud admin dashboard. Do Fraud support and answers member's concerns through Salesforce and Zendesk Communicate with Clients for reports and suggestions via outlook exchange server Check content filters for possible fraud Investigate for possible optimization company Uses tools like URD Fraud Admin, Salesforce, and Zendesk Moderate reviews from family-friendly or graphic content Addresses property owners and guest's queries COMPLIANCE ASSOCIATE (BILINGUAL) - XOOM GLOBAL MONEY TRANSFER VXI Global Solutions | Sept 2010 to July 2012 As a Compliance Officer, we see to it that customer adhere to the rules and policy of the company before we process or approve their transaction using Salesforce tool and Fraud Admin tool. Communicate directly to clients for verification and clarification of new updates. Assigned as POC (Point of Contact), where my main function is to support/back up the SME and Team Leads in terms of cascading new updates/procedure to the team. I prepare and make communication letter for alignment and team coordination. Handling Inbound or Outbound calls in English and Spanish to verify documents submitted by the customer. CUSTOMER SERVICE REP (BILINGUAL) - JUST ENERGY Transcom Worldwide | Aug 2008 to Aug 2010 SME (Subject Matter Expert), where I am an assistant to the supervisor, do call evaluations, assist fellow CSRs in their call concern; Huddle the team for new updates and process. Handle Outbound and Inbound Calls for Texas-Based Clients with CRM tool. CUSTOMER SERVICE REP (BILINGUAL) - SELECCIONES People Support | Mar 2008 to Aug 2008 Handling Inbound calls (Eng and Spa) to our US-based clients in a magazine subscription account. CUSTOMER SERVICE REP (BILINGUAL) - DIRECT TV/IRONWOOD Cyber City Teleservices | Oct 2006 to Feb 2008 Handling Inbound calls to our US-based clients in a Cable Network subscription account. HR PERSONNEL Ipil Koop Microfinance | May 2005 to Sept 2006 Assigned in the Payroll and Employee's Compensation and Benefit Section Secretary to the Board of Directors DATA ENCODER Provincial Planning & Dev't Office (Government) | Apr 2004 to May 2005 Encoding Project Proposals and Fieldwork output into the system COLLEGE INSTRUCTRESS WMSU External School Unit | Jun 2003 to Nov 2003 Teaching the subject of Philosophy and Euthenics to Freshmen and Sophomore students in College. TOOLS AND CRM'S USED SOCIAL PHOTO MICROSOFT EMAIL MEDIA EDITING OFFICE MARKETING Facebook Instagram Twitter Linkedin Pinterest Hootsuite Tweetdeck Facebook Page Wordpress Tumblr Snapchat Viva Video Photoshop Picmonkey Power Point Canva Excel Photo Grid Word Live Collage Outlook Insta Mag Paint Snapseed Outlook Mail Chimp Gmail Yahoomail Zimbra Zendesk Zoho VSCO Salesforce ProCam FX Act-on Photo Scape Musical.ly VIDEO DATA EDITING ENTRY Youtube Video Editor Camtasia Movie Maker Video Collage Viva Video Magisto E-COMMERCE MS Word MS Excel Power Point Adobe Acrobat Captcha OTHERS Amazon Skype Call Shopify Bluejeans Lazada Viber Shopee Whatsapp Carousel ManyChat Craiglist DSL SPEED TEST