Diane Valdeo
Executive Assistant/ General Virtual Assistant
Marikina City, Metro Manila
Summary
With nine years of dedicated experience in the BPO sector as a customer service professional, I have honed a remarkable ability to swiftly grasp new tools and concepts. My expertise spans a wide array of platforms including Google tools, Humanloop, OpenAI-ChatGPT, Google Workspace, Genesys, Notion, Asana, Gemini, Descript, Fathom, and Claude, among others, enriching my skill set and bringing invaluable proficiency to any task at hand. Specifically trained to fulfill the role of an executive assistant, I am adept in utilizing tools essential for efficient operations such as Calendar Management, Inbox Management, and Travel Management.
However, my capabilities extend beyond mere technical proficiency. Renowned among peers and past employers for my resourcefulness and organizational prowess, I am frequently lauded for my adept problem-solving skills. I approach challenges head-on with a proactive mindset, taking ownership of tasks and demonstrating a high degree of self-reliance. Rest assured, my work ethic is characterized by a commitment to excellence, ensuring that you can trust in the quality of my deliverables without the need for constant oversight.
Overview
9
9
years of professional experience
8
8
years of post-secondary education
Work History
WORKFORCE – REAL TIME ASSOCIATE
ALORICA PHILIPPINES INC.
01.2023 - Current
- Responsible for Real Time Adherence and Queue Management for Business Operations
- Specifically, primary responsibility of individual is to monitor and manage site activities to support client/account service level agreements
- Responsible for real-time monitoring of service levels and site performance during the day to ensure effective management of incoming and outbound phone, chat, and email volume.
Back Office Associate
ALORICA PHILIPPINES INC.
01.2020 - 01.2022
- Make sure that all activities of the team are in line with our internal procedures
- Processing all client closure process
- Providing administrative support to the back office
- Provide support for extended service agreements pertaining cancellations, returns, refunds, and customer account points
- Was able to be part of the SME team.
- Managed confidential client information with utmost care, ensuring data privacy and security.
Retention Specialist
ALORICA PHILIPPINES INC.
01.2017 - 01.2020
- Specialized in providing efficient resolutions to avoid customers from cancelling subscriptions
- Utilized sales techniques skills such as upselling to entice buyers and meeting sales goals
- Resolving technical issues over the phone and responsible to answer product and billing inquiries
- Was certified to be part of the mentorship program who coach and guide newly hired agents
- Experienced handling a team and effectively managing admin task.
- Analyzed customer data to identify trends, providing valuable insights for retention initiatives.
Universal Specialists
ALORICA PHILIPPINES INC.
01.2015 - 01.2017
- Processing international transportation orders, provide quotes, time in transit for services, and book cargo as required
- Coordinate with customers, suppliers, and local operations management to route, pick-up, deliver and/or trace shipments as necessary
- Resolving problems and maintaining an ongoing professional relationship with the customer and vendors
- Processing international shipments utilizing web-based programs; ensuring specific customer requirements are followed
- Data entry of customer orders to include routing, tracking, and proof of delivery
- Obtain proofs of delivery and charges from international agents
- Investigating status of existing service requests or initiating a new order by confirming and entering the appropriate customer and data request
- Escalating problems and concerns beyond the ability of the OPR to an immediate supervisor or manager and other administrative duties as assigned and other administrative duties as assigned.
Education
Bachelor of Science - Accounting Technology, Philippines
PHILIPPINE SCHOOL OF ENTREPRENEURSHIP AND MANAGEMENT (PHILSEM)
Cagayan De Oro, Province Of Misamis Oriental, Philippines 06.2004 - 04.2008
High School Diploma -
Jasaan National High School
Jasaan, Province Of Misamis Oriental, Philippines 04.2000 - 04.2004
Skills
Interpersonal Skills
Research abilities
Flexible Schedule
Calendar Management
Data Entry
Workplace Safety
Management Support
Cash Handling
Proficient in Microsoft 360 Applications especially in SharePoint, Excel, Outlook, Word and PowerPoint
Excellent written and verbal communications
Proven initiative and ability to work with minimal supervision
Strong decision-making ability
Ability to multi-task and possess excellent problem solving / analytical skills
Strong attention to detail
Strong ownership skills and the ability to self-motivate
Excellent customer service skills with the ability to diffuse difficult customer challenges and possess excellent problem-solving skills
Experience in a customer facing/call center environment highly desirable
Excellent interpersonal skills, highly motivated, self-starter, and driven for success
Demonstrated ability to effectively and proficiently handle escalated customer issues
Preparing reports
Program Support
Customer Service
Google Workspace
Customer service orientation
Courteous and Professional
Complex Problem-Solving
Organizational Skills
Interpersonal Skills
Certificates And Achievements
- During Retention Specialist position: 2017-2020
- Number 1 Agent for Saves Rate in the entire Philippines and was awarded with Bruno Mars - VIP ticket during his concert last May 2018.
- Top Agent for CSAT (Customer Satisfaction-with certificate) July 2017.
- Top Agent for Saves Rate (with certificate) 2017-2020.
- Certified performer in Call Miner Compliance Score (with certificate) 2018-2019.
- Was able to complete Mentorship Program (with certificate) September 2018.
- During Universal Specialist 2015-2017
- Was able to get Certificate of Commendation (Customer and Client) May 2016
Timeline
WORKFORCE – REAL TIME ASSOCIATE
ALORICA PHILIPPINES INC.
01.2023 - Current
Back Office Associate
ALORICA PHILIPPINES INC.
01.2020 - 01.2022
Retention Specialist
ALORICA PHILIPPINES INC.
01.2017 - 01.2020
Universal Specialists
ALORICA PHILIPPINES INC.
01.2015 - 01.2017
Bachelor of Science - Accounting Technology, Philippines
PHILIPPINE SCHOOL OF ENTREPRENEURSHIP AND MANAGEMENT (PHILSEM)
06.2004 - 04.2008
High School Diploma -
Jasaan National High School
04.2000 - 04.2004