ANNA LORRAINE PINEDA

• Answering inquiries and assisting clients and RV owners in setting up their accounts, complaints and insurance disputes.

• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Educated customers on promotions to enhance sales.
• Team Leader for remote employees around the globe

• Applying strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows to meet any daily demand.
• Enhancing training programs to strengthen employee knowledge and promote new managers from within.
• Overseeing and optimizing work of 10 Agents performing high-quality of Customer Support & Concierge Editing work.
• Conducting scheduled and impromptu evaluations to assess work performance.
• Monitoring employee performance and providing coaching and constructive guidance to address areas of concern.
• Handles customer complaints, resolved issues and adjusted policies to meet changing needs.
• Maintaining compliance with company policies, objectives and communication goals.
• Evaluating employee performance monthly, coaching and training accordingly, increasing quality of work and employee retention.

• Continuous research and correct regular, advanced and long-standing customer concerns to promote company loyalty.
• Collaborated with Capture Founder to improve customer service processes and support structures company-wide.
• Completed special projects by using effective decision making, critical thinking and time management skills.
• Working with the Founder and Development Team to launch and manage promotional activities and campaigns.
• Increased customer retention by developing and offering unique discount options while driving interest in new product/service lines.
• Conferred with customers about concerns with products or services to resolve problems and drive sales.
• Resolved customer complaints while prioritizing customer satisfaction and loyalty.

• Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
• Contributes to sales engineering effectiveness by identifying short-term and long-range issues and recommending courses of action.
• Onboarded new physicians and employers onto the platform, reaching out to newly signed up physicians and employers, notifying the CEO/Founder of any physicians who uploaded their documents and need verification, invoice clinic biweekly on locum fees.
• Reviewed all customer inquiries to understand project scope while managing internal disciplines to compliantly respond.

• Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
• Liaison between the potential customer and the owner of the company Marc Francois, as well as other business partners.
• Guiding potential customers to the correct products and services that fit their needs.
• Analysis and qualifying customers so that price quotes given accurately.
• High quality of email support to Francois Label and The Hughes Estates.
• Interaction and messages on different social media accounts of the company through Instagram and Facebook Messenger.

• Researched current fashion trends and competitor activity.
• Led entire client shopping experience, putting together ensembles and providing styling tips that were personalized.
• Developed compelling outfit designs that exceeded client expectations and resulted in sales, zero returns, per transaction on average.
• Collaborated with other stylists to discuss exciting new trends that could be utilized in development of showroom displays.

• Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
• Conferred with customers about concerns with products or services to resolve problems and drive sales.
• Exceeded service objectives by applying proven customer service and sales best practices.
• Answers emails in Freshdesk, Social Media Management, Inventory and collections, processing of refunds and handling complaints.

Enterprise Talent for Upwork as a freelancer

On-call jobs for Enterprise Clients

• Monitored online presence of company's brand to engage with users and strengthen customer relationships.
• Communicated with followers to promptly respond to queries and monitor reviews.

• Contributed to smooth business operations by planning and organizing meetings and conferences.
• Updated spreadsheets and created presentations to support executives and boost team productivity.
• Used advanced software to prepare documents, reports and presentations.
• Streamlined operations and prioritized tasks, allowing senior staff to increase productivity.
• Responded to emails and other correspondence to facilitate communication and enhance business processes.
• Updated spreadsheets and databases to track, analyze and report on performance and sales data.
• Market and data research
• Posting jobs, hiring and onboarding, managing payouts of freelancers and agents
• Created expense reports, budgets and filing systems for management team.

Email and Chat Support - Gorgias

Fraud Analysis

Processing of refund

Advanced Knowledge of Braintree and Recharge

Shopify Expert

Assistant to the Operations Manager

Administrative or VA roles

• Boosted team member productivity by enhancing performance monitoring and instituting motivational approaches.
• Reported issues to higher management with great detail.
• Interviewed and hired strong candidates for team openings, using newspapers, job boards and social media to find applicants.
• Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.

• Created and implemented new business opportunities by utilizing strategic networking strategies.
• Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
• Led targeted training programs to educate staff on product benefits and service capabilities.
• Collaborated cross-functionally with headquarters, regional and other teams nationally to maintain consistent message and experience.
• Trained new sales representatives on sales strategies and processes to reduce process gaps.
• Worked diligently to resolve unique and recurring complaints, promoting loyalty and enhancing operations.
• Targeted prospects in other territories through careful research of competitor products, services and trends.
• Increased profits through providing excellent customer service, following established guidelines and auditing sales reports.
• Built relationships with customers and community to establish long-term business growth.
• Collaborated with internal teams and suppliers to evaluate costs against expected market price points and set structures to achieve profit targets.

• Worked with Telmie development team and customers to understand needs and provide technical and customer service.
• Handled daily calls to address customer inquiries and concerns.
• Increased customer satisfaction by resolving website and iOS app bugs, coordinating with development team and monitor issues with unresponsive teachers and abusive users.

• Led team of 19 members while providing exceptional customer service and establishing collaborative service environment.
• Coached team members in customer service techniques, providing feedback and encouragement toward reaching sales goals.
• Molded team and embraced change to adapt within dynamic market.
• Created customer support strategy for team of 19 agents to increase customer retention.
• Worked with Customer Service Divisional Manager, Sales Local Manager, Human Resources Manager and General Manager to create new and improve existing training materials.
• Assisted Customer Service Divisional Manager, Human Resources Manager with new hire processing and existing training programs.
• Trained team on all aspects of operating procedures and company services.
• Positioned as go-to person for up to 19 staff members, troubleshooting complex administrative and training issues promptly.
• Demonstrated knowledge of company mission and goals and mentored employees in reaching objectives aligned with company core values.
• Modeled exceptional customer service and mentored associates on direct link between revenue growth and customer loyalty.
• Provided constructive criticism regarding quality assurance on collections team phone calls.
• Built strong relationships with customers through positive attitude and attentive response.
• Mentored and guided employees to foster proper completion of assigned duties.
• Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
• Increased customer retention and satisfaction by closely monitored team member performance and assessing problematic practices.

• Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
• Attracted new clientele and developed customer relationships by hosting product-focused events.
• Maintained up-to-date knowledge of Solve & Scale and performed competitor analysis.

• Provide high quality email support to Skillshare members on their payment issues.
• Communicate with the rest of the Support Team to surface issues and learn new workflows and processes.

• Worked with travel customers to understand needs and provide effective customer service.
• Handled daily emails to address customer inquiries and concerns.
• Devoted special emphasis to punctuality and worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.
• Increased customer satisfaction by resolving inquiries and complaints.

• Answer inquiries from students who wants to enroll in Selena Soo’s seminars and also performs collections, refunds and complaints

• Monitored social media and online sources for industry trends.
• Part-time Customer Service Representative for weekend schedule, handling customer inquiries from customers all over the globe.
• Reviewing and issuing of refunds

• Completed administrative and marketing tasks for an advertising agency.
• Promote the service of the company through email handling

• Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.
• Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
• Successfully managed the daily activities of 6 team members in shipping department and 16 team members in customer service department that are handling emails via Zendesk and 8 product accounts in Facebook.
• Mentored and do coaching to remote staffs.
• Reports directly to company CEO

• Completed customer service, sales and marketing tasks for a web-based, service-oriented company.
• Completed administrative functions and diverse duties for the client(company).
• Handled clients from Philippines and Australia market, answer and resolve inquiries and complaints
  via email, live chat, and inbound call.
• Managed company’s social networking sites.
• Created and send invoices, successfully handled collections.
• Created promotional advertisements of products.
• Managed of returned orders and refund requests.
  

• Drafted professional memos, letters and marketing copy to support business objectives and growth.
• Interacted with vendors, contractors and professional services personnel to receive orders, direct activities and communicate instructions.
• Completed diverse duties and administrative functions for the RMX Manager, and extends support to Finance and other RMX Departments, from Logistics, Procurement, Sales, Production and Quality Control Department, where the duties and tasks reflects substantial variety and complexity requiring significant experience in, and knowledge of, department activities and goals.
• Applied advanced skills and adapts procedures, processes and techniques to the completion of assignments, exercises in- dependent judgment, and escalates serious or unique problems to higher levels.
• Completed Purchase Requisition, Stock Transfer Order and Goods Receipt, MatCreate and Planned Order using SAP. Ensure the inventory of Batching Plant is always updated and raw materials are delivered timely.
• Acted as a planner for the needs of the Production Department as to balance the demands of the Sales Department according to the pouring schedule.
• Assisted the RMX Group in communication to ensure calls, emails, correspondences and other batching plant details are relayed and well-coordinated to the concerned party.
• Successfully organized meetings and activities.

• Addressed internal supply problems head-on and developed creative solutions to prevent delays and missed targets.
• Conferred with managers, production teams and technical engineering personnel and international clients to revise plans and achieve demanding targets.
• Successfully completed and met the deadline of project by ensuring a well-coordinated smooth flow of production with all concerned departments.
• Accomplished project requirements by scheduling and delegating tasks to artists from different departments, from flash animators, 2-D animators, Digital Ink and Paint Department, to Technical Directors and Managing Directors
  

• Successfully completed Digital Ink and Paint animation job for major clients around the world, including Walt Disney Television Animation, Universal Animation, and Warner Bros. Animation using the very best high quality DIP artistry and a large library of software applications including the latest versions of Opus, USAnimation.
• Worked on the following notable projects:
  ❖Disney Toon Studios – The Little Mermaid III
  ❖Walt Disney Television Animation – Emperor’s New School
  ❖Universal Animation Studios – Curios George Season 2 & Land Before Time
• ❖Warner Bros. Animation – Tom and Jerry Tales
  ❖Nickelodeon Animation – The Mighty B
  ❖Landmark Animation GmbH – The Three Robbers
  ❖Norooz Productions – Babak and Friends (Mixed Nutz)

• PR Staff: promoted the image of Ceragem Philippines and its product-Ceragem Master Bed- by creating write-ups or articles and conceptualized ideas for the monthly newsletter.
• Successfully handled the budget for the PR Department and newsletter production, submission of monthly report and proposals for the PR and Newsletter Publication.
• Newsletter Editor: Managed overall production and publication of company newsletter.
• Ensured the distribution of materials to other company branches and clients.
• Coordinated operational needs of other branches and dealers.
• Successfully managed and completed video editing and archiving of company activities.
• Successfully met cost standards by monitoring expenses, inventory.
• Successfully implemented cost-saving actions.
• Administrative Functions: Assisted the top bosses from minimal to heavy workload demands.
• Worked closely with the Higher Management – from General Manager, Administrative and Finance Manager, Country Manager to the Country Director.