Virtual Assistant | Customer Service Representative | Data Entry
Metro Manila, Navotas, Philippines
Experienced professional in Order Management, Order Processing, and Quality Assurance. Skilled at tracking orders, following up on concerns, and making sure everything is processed accurately and on time. Previously worked as a Quality Analyst and Quality Analyst Team Lead for an e-commerce account, with solid experience in quality monitoring, process compliance, and improving team performance. Organized, detail-oriented, and dependable, with a strong track record delivering quality work in a remote setting.
NDA, full_time
Sep 2024 to Present
Working as a Client Operations Specialist, handling client orders end-to-end — from quote to order placement, tracking, and returns/refunds. Coordinate with distributors and manufacturers on stock availability, ETA, and other item-related inquiries, and work with partner logistics teams on tracking-related queries. Also check client inventory levels through SAP.
Global Integrated Contact Facilities Inc., full_time
May 2020 to Sep 2024
Supervised the order management and CSC QA team. Produced business review reports and took part in QA calibration sessions and weekly business reviews with clients. Monitored and evaluated calls, emails, and transactions, and reviewed data to flag suspected fraudulent activity related to returns and refunds. Identified gaps in processes and guidelines and recommended improvements. Managed accounts across health and beauty, consumer goods, and e-commerce categories.
Global Integrated Contact Facilities Inc., full_time
Oct 2017 to May 2020
Monitored and evaluated calls, emails, and transactions from customer service representatives on an ecommerce account. Took part in QA calibration sessions and weekly business reviews with clients. Identified gaps in processes and guidelines and recommended improvements.
Global Integrated Contact Facilities Inc., full_time
Mar 2017 to Sep 2017
Handling inbound calls and emails from e-commerce buyers, covering order tracking, returns, refunds, and other related inquiries.
Curo Teknika Inc., full_time
Mar 2016 to Mar 2017
We offer additional products and services to current postpaid plan customers. Occasionally, we receive calls that require technical support, which we forward to the technical department.
Sterling Global Call Center Inc., full_time
Dec 2014 to Mar 2016
Offering current postpaid plan customers upgrades to other products and services.