Anna Mae Torreces
Iloilo,Philippines
Summary
VIRTUALASSISTANT
Profile
A highly talented, detail oriented Virtual Assistant and customer service advocate with experience in
providing exceptional support and ensuring projects are completed on time and with extreme
confidentiality. Strive in fast-paced, virtual environments following established procedures and
practices to exceed all customer expectations. Experienced in creating an effective, organized
environment in which I can excel at focusing time on providing top level client support, resolving
issues and developing relationships to ensure loyalty and growth. Unique skills set offering
exceptional organizational/administrative skills combined with ensuring 100% customer satisfaction.
Core Proficiencies
Customer Service | Multiple Project Management | Call Center | Office Management | Business
Development | Relationship Building | Community Relations
Customer Loyalty | Document Preparation | Reliability/Dependability | Teamwork
Overview
15
15
years of professional experience
Work History
OPERATIONS TEAM MANAGER
Alorica
Makati
07.2019 - 10.2023
- Develop Staff o Training o Coaching o Performance reviews
- Support Staff o Handle escalations o Provide answers and guidance to staff o Support agents to perform their job
- Be a Manager o Lead and Inspire o Communicate company news o Facilitate meetings
- Do Admin o Leave approvals o Payroll information o Rosters o Approve transactions
- Self Development o Attend briefings o Management training o Improve technical skills
- Other o Take overflow calls o Help with R&R o Organize engagement activities
CUSTOMER SERVICE REPRESENTATIVE
Alorica
Makati
07.2014 - 07.2019
- Provide outstanding customer service, data entry, and processed orders for multiple clients exceeding all customer service expectations
- Update company’s data base with new customer information and manage data retrieval of current customers, accurately and in a timely fashion
- Provide inbound/outbound support for client on-boarding
- Handles complex problems and worked with customers to ensure all discrepancies are resolved quickly
- Provides exceptional customer service while assisting key clients
- Maintain detailed records of billing through reconciliation processes.
Teleperformance | Antipolo Philippines
09.2013 - 03.2014
TeleTech Customer Care Management Phils., Inc
04.2012 - 09.2013
CUSTOMER SERVICE REPRESENTATIVE/TECHNICAL SUPPORT SPECIALIST
Teletech | Iloilo City Western Visayas
09.2008 - 04.2012
- Identifies, investigates, and resolves users problems with cable tv, internet and phone Fields support calls, chat, email, and/or other communication from users with inquiries regarding tv, internet, phone and similar concerns
- Consults with users to determine steps and procedures taken to identify and resolve the problem
- Guides users through diagnostic and troubleshooting processes, which may include use of diagnostic tools and software and/or following verbal instructions
- Maintains knowledge of technology innovations and trends
- Performs other related duties as assigned
- Identifying hardware and software solutions
- Providing timely and accurate customer feedback
- Talking customers through a series of actions to resolve a problem
- Providing support in the form of procedural documentation
- Managing multiple cases at one time.
Education
Clairvoyance Virtual Assistant Training - undefined
Bachelor of Science - Computer Science
STI COLLEGE
Coursework: Student Asisstant | Administrative work Relevant Project: Data Entry, Halalan - undefined
Social Media Management (An online course offered by Kurso.ph) - undefined
Skills
Technical SkillsMicrosoft Office (Word, Excel, PowerPoint, Outlook, Access, Publisher, MSTeam, Microsoft SharePoint Canva Google Docs Google Drive GoogleCalendar Dropbox Salesforce Slack Skype Data EntrySoft SkillsCommunication skill Customer service Interpersonal skill Reliability/Dependability Problem solving Time management CriticalThinking Decision making
Timeline
OPERATIONS TEAM MANAGER
Alorica
07.2019 - 10.2023
CUSTOMER SERVICE REPRESENTATIVE
Alorica
07.2014 - 07.2019
Teleperformance | Antipolo Philippines
09.2013 - 03.2014
TeleTech Customer Care Management Phils., Inc
04.2012 - 09.2013
CUSTOMER SERVICE REPRESENTATIVE/TECHNICAL SUPPORT SPECIALIST
Teletech | Iloilo City Western Visayas
09.2008 - 04.2012
Clairvoyance Virtual Assistant Training - undefined
Bachelor of Science - Computer Science
STI COLLEGE