Microsoft Office
Faith Angelie Awiten
Customer Service Specialist
Quezon City
Summary
Goal-oriented professional with over 6 years of customer service expertise and more than 1 year of accounting experience in dynamic B2B and B2C environments. Proficient in computer skills, conflict resolution, and logical thinking, maintaining a consistently positive attitude. Demonstrates extensive knowledge in managing both outbound and inbound campaigns, providing support through various channels such as phone, email, and chat. Bringing experience in bookkeeping, with a specialized focus on accounts receivable, adds to a comprehensive skill set. Committed to a customer-centric approach, dedicated to enhancing the financial and technological success of the company. Ready to leverage this diverse skill set in customer service, technical support, sales, and accounting to not only exceed client expectations but also significantly contribute to the company's overall success.
Overview
10
10
years of professional experience
5
5
years of post-secondary education
5
5
Certifications
Work History
Accounts Receivable Analyst
Digital Dolphin Asia, Inc
Pasig City
12.2022 - Current
- Prepared spreadsheets using formulas, V-lookup and other intermediate and advanced Microsoft Excel skills.
- Deposited checks and worked with accounting supervisor to determine coding and prepare related entries.
- Collected, compiled and analyzed data to prepare 50-100 customer invoices.
- Posted cash receipts to customer accounts to maintain current and accurate account balances.
- Contacted internal and external customers to obtain documentation to support invoices and claims.
- Identified, recommended and executed opportunities to enhance accounts receivable and billing processes to meet finance requirements.
- Analyzed aging reports to identify trends and patterns causing missed collections.
- Leveraged accounting and finance experiences and expertise to identify, propose and implement automated solutions and reduce manual processes.
- Managed and responded to over 50 correspondence and inquiries from customers and vendors.
- Recorded deposits, reconciled monthly bank accounts and tracked expenses.
- Reconciled company bank, credit card and line of credit accounts, investigating, and resolving discrepancies to keep accounts audit-ready.
- Maintained account accuracy by reviewing and reconciling 100-150 checks monthly.
- Input financial data and produced reports using QuickBooks & NetSuite.
- Streamlined bookkeeping procedures to increase efficiency and productivity up to 50%.
Customer Service Representative
Digital Dolphin Asia, Inc
Pasig City
04.2022 - 12.2022
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and creating welcoming, positive experiences though call, chat, and email.
- Provided primary customer support for Ecommerce store in B2B and B2C setting.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Trained staff on operating procedures and company services.
- Promoted superior experience by addressing customer concerns, Demonstratingtrating empathy, and resolving problems swiftly.
- Investigated and resolved accounting, service and delivery concerns.
- Trained new personnel regarding company operations, policies and services.
- Cross-trained and provided backup support for organizational leadership.
Digital Marketing Manager
Admedia Marketing Solutions
General Santos City
03.2020 - 02.2022
- Developed marketing content such as blogs, promotional materials, and advertisements for social media.
- Monitored trends in digital marketing landscape and adjusted strategies accordingly.
- Established and maintained relationships with key stakeholders to deliver successful execution of marketing initiatives.
- Drove cross-functional collaboration with focus on quality service delivery.
- Developed and implemented successful digital marketing campaigns to drive customer engagement and increase brand awareness.
- Managed team engaged in ongoing product optimization, account management and ad placement.
- Utilized techniques such as cold calling, networking and prospecting to develop new leads.
- Improved page content, keyword relevancy, and branding to achieve search engine optimization goals.
- Analyzed competitor pages to locate backlink and keyword opportunities.
- Managed social media accounts for clients, generating interest for existing and upcoming product or service releases.
- Monitored return on investment of online and social media marketing efforts.
- Oversaw preparation of marketing copy, images, videos, emails, and other collateral.
- Improved website visibility through development and implementation of SEO strategies.
- Led team of marketing professionals, offering mentoring and coaching to build knowledge and skills.
- Mentored local personnel on best practices and protocols to maximize productivity.
Customer Service Sales Representative
Admedia Marketing Solutions
General Santos City
03.2018 - 02.2019
- Followed up with customers after completed sales to assess satisfaction and resolve technical or service concerns.
- Informed customers of sales and promotions to build customer base, boost traffic and increase customer loyalty.
- Delivered superior customer service to retain existing customers and attract future customers.
- Showcased product features to customers and discussed technical details to overcome objections and lock in sales.
- Promoted new products and services to existing customers, driving revenue growth and satisfaction.
- Obtained referrals with existing clients to generate new business, boosting overall sales.
- Increased revenue with strategic upselling of products and services to existing customers.
- Identified new business opportunities through cold calling, networking, marketing and prospective database leads.
- Met with customers to discuss and ascertain needs, tailor solutions and close deals.
- Fielded customer complaints and facilitated negotiations, resolving issues and reaching mutual conclusions.
- Set and achieved company defined sales goals.
Customer Service Representative
Alorica
Davao City
03.2017 - 08.2017
- Maintain positive, empathetic, and professional demeanor towards customers at all times.
- Respond promptly to customer inquiries to provide timely assistance.
- Acknowledge and address customer complaints with solutions-oriented approach.
- Keep detailed records of customer interactions, transactions, comments, and complaints.
- Collaborate and communicate effectively with colleagues as necessary. Strive to ensure customer satisfaction by delivering professional and comprehensive customer support.
Customer Service Technician
Sutherland Global Services
Davao City
01.2015 - 02.2016
- Maintain positive, empathetic, and professional demeanor towards customers at all times.
- Respond promptly to customer inquiries to provide timely assistance.
- Acknowledge and address customer complaints with solutions-oriented approach.
- Keep detailed records of customer interactions, transactions, comments, and complaints.
- Collaborate and communicate effectively with colleagues as necessary.
- Strive to ensure customer satisfaction by delivering professional and comprehensive customer support.
- Meeting monthly KPI such as sales, customer surveys and AHT
Technical Support Representative
Concentrix
Davao City
07.2014 - 12.2014
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Translated complex technical issues into digestible language for non-technical users.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Educate customers on product features, best practices, and preventive measures to enhance their understanding and experience
Education
Vocational - Accounting Technology And Bookkeeping
Technical Education & Skills Development Authority
General Santos City 08.2017 - 01.2018
Associate of Science - Units in Secondary Education
Brokenshire College Socsksargen
General Santos City 03.2016 - 02.2017
Bachelor of Arts - Linguistics And Literature
Mindanao State University
General Santos City 06.2010 - 04.2014
Skills
Bookkeeping
Account Reconciliation
Data Analysis
Data Entry
Consultative Sales
Call Management
Appointment Scheduling
Customer Service
Customer Relationship Management (CRM)
Order Processing & Fulfillment
Dispute Resolution
Technical Support
Administrative Support
Software
Google Workspace
CRM Management
Zendesk
Wordpress
Shopify
Big Commerce
Canva
Adobe Photoshop
Canva
QuickBooks
NetSuite
Salesforce
Slack
Certification
Employee of the Year
Timeline
Employee of the Year
12-2023
Accounts Receivable Analyst
Digital Dolphin Asia, Inc
12.2022 - Current
Customer Service Representative
Digital Dolphin Asia, Inc
04.2022 - 12.2022
Digital Marketing Manager
Admedia Marketing Solutions
03.2020 - 02.2022
The Best Leader Workshop
09-2018
Customer Service Sales Representative
Admedia Marketing Solutions
03.2018 - 02.2019
Vocational - Accounting Technology And Bookkeeping
Technical Education & Skills Development Authority
08.2017 - 01.2018
Customer Service Representative
Alorica
03.2017 - 08.2017
Associate of Science - Units in Secondary Education
Brokenshire College Socsksargen
03.2016 - 02.2017
Top 3 AHT Performer
12-2015
Top 2 Overall KPI Performer
12-2015
Customer Service Technician
Sutherland Global Services
01.2015 - 02.2016
CSAT Champion
11-2014
Technical Support Representative
Concentrix
07.2014 - 12.2014
Bachelor of Arts - Linguistics And Literature
Mindanao State University
06.2010 - 04.2014