Vivian Ordonez

Vivian Grace Ordoñez 93 Magsaysay drive, Loakan road, Baguio City- /--skype: vivianordonez08 RESUME SUMMARY Gender: Female Age: 35 Date of Birth: July 8, 1983 Place of Birth: Baguio City Na onality: Filipino Marital Status: Single Religion: Roman Catholic EXECUTIVE SUMMARY I have 11 years experience in Customer Service, Team Leading, Administra ve work and Clerical Services. Aside from gaining more acquaintances and networks, I have learned a lot on how to deal with diverse type of people whether personally or over the phone. I must say that I am well adjusted to this industry and is very adaptable to whatever challenges I have to face. I am very much willing to be trained and am open to any opportunity and responsibility given to me. Ter ary Secondary - EDUCATION Saint Louis University Saint Louis School Girls’ High Department BS Psychology WORK EXPERIENCE MySkyLines (July 2015- July 2017) ESL Teacher - Worked with Taiwan-based students teaching them Basic English grammar and helping them develop their Conversa onal skills. - Prac ces students for prepara ons in Interviews, TOEIC, TOEFL and IELTS Exams. RemoteStaff, Inc (May 2015-Present) Team Leader – Offshore General Administration (Freight Company – NSW Based) - Working as the Team Lead Offshore General Admin and CS Team responsible for processing PODs, Pickups, Quota ons, etc. - Account Invoicing to customers - Working with Customers and Suppliers to ensure on me pickup and delivery MyOutDesk (June 2014- April 2015) Inside Sales Agent – Virtual Assistant - Managed and answered all leads calling and registered in the client’s website, making sure that all communica ons are being logged in Boomtown, Eedge, Top Producer, TigerLead, etc. - Contacted leads through phone or email within 5 minutes a er they have registered on the website. - Monitored daily all leads that have recently visited our website and try to make a follow up with them most especially to those tagged as Hot, Nurture or Watch - Posted lis ngs using Craiglist (also through Boomtown), Trulia, Zillow, TourFactory, Proxiopro, etc - Created email drip plans in eEdge, Boomtown, TigerLead, Top Producer, Market Leader, etc. - Called expired and withdrawn leads and buyer leads to set up appointments. Average of 3-4/week appointments set. - Used RedX, Vulcan7, Mojo, Ring Central, Skype and Landvoice system to facilitate calls and tracking IBM Global Process Solutions (January 2013- May 2014) Customer Service Representative - Worked as an airline reserva ons specialist answering customers query about flight reserva ons, cancella ons, rebooking, flight delays, baggage handling, etc. Aegis PeopleSupport, Inc (March 2008- December 2012) Account Escalation Specialist - Worked as an Inbound Customer Service Representa ve for a US based Loan Servicing Center answering custom er’s queries on both Federal and Private loan applica on up ll the disbursement process. Answered level 1 escala ons and queries Assistant Team Leader - Handled different teams from different loca ons during ramp up. I trained, assisted and mentored agents so they can perform to the best of their abili es. Monitored a endance of agents. Sitel, Inc (May 2006- November 2006) Technical Support Representative - Front liners of the client to their customers with concerns related to their DSL and Dial up issues - Deals with product issues, billing problems, payments and upda ng account informa on - Performs basic troubleshoo ng on their wireless device like programming, checking on service interrup on and so ware updates - Educate customer on different procedures and giving them op ons on how to manage their account properly Increase the value of the customer by presen ng features and benefits of the product, iden fying their needs for the services and checking for solu on selling. - Mee ng customer sa sfac on and recognizing their importance to the client - Targe ng clients’ expecta on on Average handling me AHT, Internal and External Quality Assurance and Customer SKILLS ● Computer: Basic Knowledge in Microso Word, PowerPoint, Excel and Internet Explorer ● Languages: English and Filipino ● Lead Genera on, Social Media Management, Appointment Se ng, Customer Service, Technical Support, Data Entry, Google Sheets, CRM Pla orms ● Full of Self- Ini a ve, Hard-working, Knows how to mul -task and Adaptable to Schedules ● Good in both wri en and verbal communica ons REFERENCES Seb Palaganas Junior Team Lead MyOutdesk- Jean Sarra Team Lead Aegis Peoplesupport, Inc- Sheila D. Bacnagan General Manager MySkyLines Inc-