Zerabelle Gonzales

Zerabelle O. Pabalate Davao City Tel: - LinkedIn Skype: zee_pabalate Email:- An Information Technology graduate with more than 12 years of experience in customer service and technical support through various platforms of communication phone, chat, email, and social media. A responsible individual with strong organizational and administrative skills. Excellent in both oral and written communication. A critical thinker and a fast and eager learner. ______________________________________________________________ AREAS OF EXPERTISE ● ● ● ● ● Communication Customer Service Social Media Content Writing & Engagement Chat & Email Support Process Documentation ● Data Mining and Reporting ● Team Management/Leadership ______________________________________________________________ ONLINE TOOLS • SalesForce • Basecamp • Social Studio • Lithium Social Web • Wordpress • Microsoft Office (Word, Excel, Ppt) • Google Docs, Google Sheets • Google Analytics • BazaarVoice Review Console • MeetEdgar • HootSuite • Streak _______________________________________________________________ EXPERIENCE HISTORY February 2019 – March 2020: Virtual Assistant at Mckinnon Group ● Managed social media accounts (Twitter, Facebook, and LinkedIn) for 5 clients, ● ● ● ● ● ● ● and responded to customer queries Handled email correspondence with clients and customers. Prepared weekly and monthly reports for clients using Google Analytics and Google Sheets. Assisted in the recruitment and onboarding process of new employees (VA’s, copywriters, sub-editors, etc.) Documented the in-house processes Did basic content changes to websites Did reporting for projects Did basic email outreach campaigns February 2019 – March 2020: Podcast Content Notes Creator (Part-time) ● Created podcast notes published at Defenders of Business Value podcast. Employed in Concentrix since June 2006 – February 2019 October 2018 to February 2019: Social Media Assistant Manager ● Oversaw and monitor team performance to ensure that all key metrics of performance are met and exceeded. ● Prepared business reports and maintained regular client interaction relating to business insights and intelligence. ● Documented business processes and facilitated execution of SOP. ● Acted as the first level of escalations and resolved all people issues within the team through regular feedback, One-to-One sessions & Team meetings/Calibrations. ● Responsible for managing people metrics within the team e.g. attrition, absenteeism, schedule adherence etc. ● Handled escalated customer calls and guided/assisted the agents to take calls in premium queue and use of customer service tools. January 2016 to October 2018: Social Media Support Senior Coordinator ● Go-to person for all junior coordinators for technical and communication inquiries. ● Supervised junior members and oversees the process to ensure proper customer engagement. ● As a member of the leadership team, I provided sound and educated decisions for growth of the team. October 2013-Dec 2015: Social Media Support Junior Coordinator ● Handled customer engagement and provided technical support for networking devices and home automation products on various social media channels like Twitter, Facebook, Instagram, Community sites, Amazon, Bestbuy, and other Review sites. ● Awarded the Top Employee of the Year 2015 (for nationwide TAC sites) ● Awarded the Top Agent of the Year 2015 (for regional site-: Product Support Specialist for Chat Support ● Provided technical support for complex SOHO networking devices and other LAN/WAN devices. ● Supervised Junior Product Support Representatives in completion of their daily tasks, especially during new product releases. 2006 – 2010: Product Support Representative for Chat Support ● Provided technical assistance for SOHO networking devices (device installation, configuration of home network, maintenance, troubleshooting networking issues, etc.) for North America _____________________________________________________________ EDUCATION AND PROFESSIONAL QUALIFICATION Tertiary Education Professional Education (Cagayan de Oro College) June 2015 - November 2015 BS in Information Technology (Bukidnon State University) June 2002- March 2006 Secondary Education Don Ruben Edera Ecleo Sr. Memorial National High School June 1997-March 2001 Elementary Education Valsons Elementary School ​June 1991 – March 1997 PERSONAL INFORMATION Date of Birth : Age : Place of Birth : Gender : Civil Status : Citizenship : pouse : September 22, 1984 34 years old Cabanglasan, Bukidnon Female Married Filipino Ayalo A. Gonzales REFERENCES Available upon request