Erika Esther Dangcalan
Mandaue
Summary
Dynamic and results-oriented professional with a proven track record at Heaven LLC, enhancing client satisfaction and streamlining operations. Expert in customer service and Microsoft Office, with a knack for problem-solving and effective communication. Demonstrated success in training development and operational improvements, leading to significant performance enhancements.
Overview
13
13
years of professional experience
Work History
Virtual Assistant
Heaven LLC
06.2024 - 01.2025
- Monitored emails, organized inbox, and prioritized messages for supervisor.
- Answered and screened calls to provide information, schedule appointments and take detailed messages.
- Facilitated smooth operations with proficient data entry and document management for various projects.
- Maintained a well-organized database system for improved information accessibility in daily operations.
- Elevated client experience by providing timely customer support via phone calls, emails, and live chat platforms.
- Conferred with customers by telephone, chat or email to provide information.
- Enhanced client satisfaction by efficiently managing and organizing schedules, appointments, and travel arrangements.
- Set up virtual Zoom meetings, invited guests and disseminated agendas.
- Contributed to company growth by identifying business opportunities through lead generation activities on social media platforms.
General Virtual Assistant
CMA Cleaning
01.2023 - 06.2024
- Facilitated smooth business operations by maintaining and updating accurate records of company documents and files.
- Contributed to financial management by invoicing clients promptly and accurately while tracking expenses for budgeting purposes.
- Enhanced client satisfaction by providing exceptional customer service through prompt and professional email correspondence.
General Virtual Assistant
My Neighbors House Cleaner
12.2022 - 06.2024
- Streamlined communication by managing and organizing client emails, ensuring timely responses and proper prioritization.
- Ensured data accuracy by performing thorough proofreading of documents before submission or distribution.
- Assisted in event planning from concept development through execution ensuring successful outcomes aligning with client expectations.
- Facilitated smooth business operations by maintaining and updating accurate records of company documents and files.
Associate Support Analyst
YourMembership
07.2019 - 08.2022
- Improved customer satisfaction by promptly addressing and resolving support issues.
- Streamlined support processes for increased efficiency and faster issue resolution.
- Trained new support analysts, contributing to the overall growth and success of the team.
- Created user accounts and managed access control.
Performance Development Coach
EPerformax Contact Centers & BPO
05.2017 - 06.2019
- Developed and presented training programs and instructional material through variety of learning methods.
- Facilitated or presented training requirements to meet and maintain licensing standards for staff.
- Fostered a collaborative work environment by facilitating team-building exercises and open communication workshops.
- Increased retention rates through proactive support of employees'' career aspirations and targeted skill development efforts.
Telephone Banker
Converygs
11.2015 - 04.2017
- Handled over 80 incoming telephone calls, emails and chat requests.
- Helped customers complete online banking services and assisted with user access problems such as forgotten passwords.
- Upheld strict security procedures to verify identities when completing actions for members and giving out private banking information.
- Alleviated call loads by educating customers about how to effectively navigate site tools and pages for future banking needs.
Lead Agent
Exxpert Communications Inc
11.2011 - 08.2015
- Championed initiatives aimed at enhancing employee engagement, resulting in higher overall job satisfaction levels for the team.
- Increased client retention through excellent communication and effective problem-solving techniques.
- Managed a team of agents, providing guidance and support to achieve performance goals.
- Analyzed data trends to identify potential areas for growth or improvement within the department or organization as a whole.
Education
Bachelor of Science - Information Technology
University of Cebu - Banilad
Cebu City, Province Of Cebu, Philippines10-2013
Skills
- Customer service
- Calendar management
- Data entry
- Microsoft office
- Document preparation
- Meeting scheduling
- File organization
- Spreadsheet management
- Problem-solving
- Time management
- Attention to detail
- Multitasking and organization
- Verbal and written communication
- Task prioritization
Timeline
Virtual Assistant
Heaven LLC
06.2024 - 01.2025
General Virtual Assistant
CMA Cleaning
01.2023 - 06.2024
General Virtual Assistant
My Neighbors House Cleaner
12.2022 - 06.2024
Associate Support Analyst
YourMembership
07.2019 - 08.2022
Performance Development Coach
EPerformax Contact Centers & BPO
05.2017 - 06.2019
Telephone Banker
Converygs
11.2015 - 04.2017
Lead Agent
Exxpert Communications Inc
11.2011 - 08.2015
Bachelor of Science - Information Technology
University of Cebu - Banilad
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