Bonibel Pepito
Virtual Assistant
Cebu
Summary
Highly dynamic Virtual Assistant with 4+ years of experience providing exceptional administrative and management support to clients. Adept in multitasking with ability to handle multiple projects simultaneously with a high degree of accuracy. Knowledgeable and skilled in US Property Management and Real Estate, Customer Service, Technical Support, Australian Telecommunications Service and Debit Card Fraud Prevention.
Overview
8
8
years of professional experience
4
4
years of post-secondary education
Work History
Virtual Marketing Assistant
Rental Home Atlanta, Inc
02.2019 - Current
- Serve as first point-of-contact with regular client interfacing, providing optimal customer service at all times
Promptly respond to emails and answer inbound and make outbound calls to assure positive workflow
Market and publish listings for vacant properties on company's website and syndication sites such as FMLS and Free Rental Sites
Pre-Screening Property Applicants using Rent screener software – assess if applications meet company’s application guidelines and requirements and submit it to screening service for processing and property manager’s approval
Help tenants submit maintenance work orders, create work orders in property boss, follow up with vendors in scheduling work orders, and provide status updates to tenants
Tracking Certificate of Insurance for contractors – ensure that insurance coverage and policies are up to date and company is listed as certificate holder in contractor’s updated COI
Join weekly company meeting and write meeting minutes to send to team
Send weekly showing reports of available properties for status update
Automate processes and tasks by creating manual of overall task of virtual assistance in business operations
Specialist II Debit Card Fraud
JPMorgan Chase & Co
11.2017 - 02.2019
- 1 year & 3 months)
- Field daily average of 45 inbound calls from individual debit card holders and financial institutions confirming legitimate or fraudulent transactions while navigating multiple systems
- Approve and apply temporary or permanent card spend limit increases, removing suspension and reactive debit cards for usage, closing debit accounts, and creating anew one, and updating important customer information on the account
- Demonstrate resiliency and extreme adaptability by staying updated to new changes and updates on internal processes, products, and services
- Responsible for abiding by applicable regulatory and department practices and procedures
- Responsible for maintaining metrics in Average Handle Time, Adherence, Meeting QA criteria, and satisfactory QA scores.
Interim Subject Matter
TeleTech Customer Care Management PH., Inc
Cebu
04.2015 - 09.2017
- Front line phone liaison for clients - assist clients with billing inquiries and disputes, respond to and resolve complaints, walk through basic troubleshooting and setup processes, and answer product and service-specific inquiries
- Drive the team’s overall performance by achieving highest number of advocate survey returns and highest First Call Resolution percentage at 90%
- Immediate support for agents by providing advance knowledge of products and services, offer guidance in delivering efficient resolutions and best practices
- Coaching and training agents on improving Customer Interaction and offering advisors guidance based on their updated scorecard and results in call monitoring to help them reach and exceed metrics set out by the client.
- Report creation by identifying call drivers, sending newest product updates, and newly known best practices
- Proficient with Microsoft Office Suite Tools, Google Workspace Products, Siebel CRM applications, DOS system tools, and Soft phone applications.
Education
Bachelor of Science - Hotel And Restaurant Management
University of Cebu
Banilad, Cebu City, Philippines 06.2009 - 03.2013
Skills
Organizational Skillsundefined
Timeline
Virtual Marketing Assistant
Rental Home Atlanta, Inc
02.2019 - Current
Specialist II Debit Card Fraud
JPMorgan Chase & Co
11.2017 - 02.2019
Interim Subject Matter
TeleTech Customer Care Management PH., Inc
04.2015 - 09.2017
Bachelor of Science - Hotel And Restaurant Management
University of Cebu
06.2009 - 03.2013
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