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Arjay Sapilan
Virtual Assistant
Olongapo City
Work Preference
Summary
Dynamic professional with extensive experience at Buwelo Exactstar Company, excelling in training and mentoring teams. Proven track record in strategic thinking and problem-solving, enhancing performance and achieving operational goals. Adept at fostering collaboration and delivering creative solutions, driving continuous improvement in customer service and team productivity.
Overview
4
4
years of professional experience
10
10
Certificates
Work History
Subject Matter Expert
Buwelo Exactstar Company
04.2025 - Current
- Mentored junior team members, contributing to their professional growth and development.
- Enhanced team performance by providing expert guidance on critical projects and strategic initiatives.
- Established best practices for knowledge sharing, fostering a culture of continuous learning and improvement.
- Conduct consistent floor walking to support agents with real-time concerns and escalations.
- Provide flyby coaching to improve agent performance, productivity, and customer handling skills.
- Perform call listening and monitor interactions to ensure quality and compliance standards are met.
- Assist agents with process-related concerns, customer issues, and system navigation.
- Deliver real-time feedback and coaching opportunities to improve overall team performance.
- Support team leaders in achieving operational goals and maintaining service quality.
Customer Service Representative
Buwelo Exactstar Company
04.2024 - Current
- Handle inbound and outbound calls to assist customers with inquiries, concerns, and service requests.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Perform administrative and multitasking duties while maintaining productivity and service quality.
- Promote company products and services through marketing and sales strategies.
- Build positive customer relationships and ensure customer satisfaction at all times.
- Maintain accurate customer records, updates, and transaction details.
- Achieve performance metrics, sales targets, and operational goals consistently.
Dept Collector
Fast and East Lending Company
06.2023 - 01.2024
- Conduct daily face-to-face collection activities with clients for overdue and outstanding accounts.
- Visit assigned client locations to collect payments and provide payment reminders.
- Negotiate payment arrangements and settlement options with clients.
- Maintain accurate records of collections, client interactions, and account updates.
- Handle clients professionally while managing different personalities and difficult situations.
- Ensure collection targets and company goals are achieved within deadlines.
- Coordinate with the office regarding account status, payments collected, and client concerns.
- Follow company policies, legal procedures, and ethical collection practices at all times.
Branch Supervisor
Fast And Easy Lending Company
01.2022 - 03.2023
- Supervise daily branch operations, including collections, client servicing, and staff performance.
- Lead and manage field collectors to ensure collection targets and branch goals are achieved.
- Monitor overdue accounts and implement effective collection strategies to minimize delinquency.
- Conduct client visits and assist in resolving escalated collection concerns when necessary.
- Prepare daily, weekly, and monthly reports regarding collections, branch performance, and account status.
- Train, guide, and motivate employees to improve productivity and customer handling skills.
- Ensure compliance with company policies, procedures, and operational standards.
- Handle cash monitoring, payment validation, and documentation accuracy.
- Manage clients with different personalities while maintaining professionalism under pressure.
- Support overall branch growth by maintaining strong client relationships and operational efficiency.
Education
High School Diploma -
New Kalalake National Highschool
Olongapo City, Province Of Zambales, Philippines 04.2001 -
Skills
Training and mentoring
Strategic thinking
Creative solutions
Strong analytical skills
Problem-solving abilities
Teamwork and collaboration
Effective communication
Adaptability and flexibility
Multitasking
Team leadership
Accomplishments
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Conflict Resolution - Accountable for managing customer account inquiries, accurately delivering information to ensure the resolution of product/service issues and customer satisfaction.
- Monetary Transactions - Handled cash, check, credit and automatic debit card transactions with 100% accuracy.
- Customer Relations - Achieved the highest ratings for customer satisfaction across the entire company.
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
- Telephone Service - Efficiently handled over 80 calls daily, delivering information and service to guarantee customer satisfaction.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
Certification
Manager's Choice (Outstanding Customer Service Excellence)
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
It is never too late to be what you might have been.
George Eliot
Software
Excel
Microsoft Office
Teams
Pest Routes
Languages
English
Advanced (C1)
Timeline
Manager's Choice (Outstanding Customer Service Excellence)
02-2026
Certificate of Completion (Leadership Academy)
02-2026
Motivator Medal
01-2026
Leadership Award
10-2025
Subject Matter Expert Certification
04-2025
Subject Matter Expert
Buwelo Exactstar Company
04.2025 - Current
Top Performing Agent In Region
02-2025
Top Performing Agent In Region (Google Reviews)
02-2025
Core Value Champion
01-2025
Above And Beyond Award
12-2024
Team Goal Achiever Above %95 Accuracy
07-2024
Customer Service Representative
Buwelo Exactstar Company
04.2024 - Current
Dept Collector
Fast and East Lending Company
06.2023 - 01.2024
Branch Supervisor
Fast And Easy Lending Company
01.2022 - 03.2023
High School Diploma -
New Kalalake National Highschool
04.2001 -