Summary
Overview
Work History
Education
Skills
Websites, Portfolios and Profiles
References
Timeline
Generic
FEBERLY PATIS

FEBERLY PATIS

Baguio City

Summary


Highly skilled virtual professional with solid foundation in administrative support and digital communication. Adept at managing schedules, handling correspondence, customer support, logistics, and coordinating projects to drive efficiency and outcomes. Strong focus on collaboration and adaptability, ensuring seamless team dynamics and responsiveness to evolving needs. Demonstrates excellence in multitasking, problem-solving, and utilizing technology to optimize workflow.

Overview

2025
2025
years of professional experience

Work History

Real Estate Virtual Assistant

YM Investments LLC
  • Cold-calling, Appointment Setting, Calling all follow-ups and leads through Mojo and Podio
  • Handled client correspondence and internal communications in professional manner.
  • Answered and managed incoming and outgoing calls while recording accurate messages.
  • Provided day-to-day administrative support, improving overall business efficiency.
  • Monitored emails, organized inbox, and prioritized messages for supervisor.
  • Answered and screened calls to provide information, schedule appointments and take detailed messages.

Customer Support for an E-commerce Company

Browze
  • Email Handling, Live Chat Handling, Phone Handling: inbound/outbound
  • Customized support solutions to meet individual customer needs, enhancing user satisfaction.
  • Analyzed customer feedback to recommend product improvements to the development team.
  • Maintained high levels of customer service by actively listening to concerns and offering empathetic solutions.
  • Participated in regular team meetings to discuss challenges, share best practices, and update on product changes.
  • Skilled at working independently and collaboratively in a team environment.
  • Demonstrated respect, friendliness and willingness to help wherever needed.

Guest Experience Specialist

Cozy Suites
02.2024 - 02.2025
  • Enhanced guest satisfaction by promptly addressing concerns and providing personalized solutions.
  • Streamlined check-in/out processes for improved efficiency and reduced wait times.
  • Conducted regular staff trainings on guest relations best practices, elevating the overall level of service provided by team members.
  • Collaborated with sales team to drive event bookings, enhancing overall revenue growth for the property.
  • Coordinated with housekeeping and maintenance teams to ensure timely room availability and high-quality standards.
  • Consistently delivered exceptional customer service, resulting in increased positive feedback and return visits.
  • . Fostered a welcoming environment that encouraged positive word-of-mouth referrals and repeat business.
  • Managed reservation system efficiently, effectively handling booking modifications or cancellations as needed.

Team Leader Supervisor and Logistics Coordinator

Toolots.com
05.2021 - 09.2024
  • Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
  • Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
  • Managed conflict resolution among team members, fostering a positive and collaborative work environment.
  • Conducted staff meetings before shifts to delegate tasks and communicate priorities.
  • Tracked employee productivity, performance and task completion to meet quality standards.
  • Maintained excellent employee satisfaction by creating positive, friendly and supportive working environments.
  • Ensured staff stayed in-line with safety regulations, store procedures and other guidelines by continuously monitoring operations.
  • Facilitated team meetings, fostering open communication and collaborative problem-solving.
  • Assisted in various areas of manufacturing, safety, inventory control and process implementation.
  • Reviewed customer feedback, identifying areas for improvement and enhancing product quality to meet market demands.
  • Responded to emails, private messages and comments on social media platforms, ensuring consistent brand voice was applied.
  • Kept up to date with social media platform trends to boost engagement.
  • Responded promptly to comments and messages on social media platforms, fostering a positive community and enhancing customer service.
  • Established an effective communication system between departments, warehouses, LTL/3PL, and small parcel partner carriers involved in logistics coordination ensuring seamless information flow.
  • Coordinated emergency logistics responses, ensuring rapid delivery of critical supplies during unexpected events.

Customer Service Representative/Sales Rep

SITEL Incorporation
09.2013 - 03.2020
  • Responded to/assisted customers via phone/email/chat, providing quality service to customers and internal associates inquiring about the availability and status of orders in a retail environment.
  • Coordinated with the logistics team to ensure timely delivery of products, enhancing customer experience.
  • Established clear communication channels with clients, keeping them informed about new products and services.
  • Negotiated customer pricing within agreed guidelines to achieve margin targets.
  • Participated in weekly sales meetings, contributing valuable insights and feedback to drive team success.
  • Approached customers with consultative mentality to uncover and meet specific requirements.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.

Backline Resolution Support

SITEL Incorporation
09.2013 - 03.2020
  • Resolved customer issues from escalated emails/chats/calls
  • Followed-up with customers to ensure proper actions are taken.
  • Analysed escalation patterns to identify root causes and implemented preventative strategies.
  • Participated in weekly team meetings to discuss challenging cases and share best practices.
  • Delivered training to new staff on escalation procedures and customer service best practices.
  • Led initiatives to reduce escalation frequency through proactive customer engagement and feedback analysis.

Quality Analyst/ Call Monitoring Specialist

SITEL Incorporation
09.2013 - 03.2020
  • Ensured that representatives/associates are able to meet or exceed client mandated goals, based on quality guidelines
  • Audits calls on a daily basis
  • Attended calibrations and/or client interactions during Global Meetings along with other partner centers (Concentrix & Alorica)
  • Identified the strengths and opportunities of the representatives; relates this on how to provide an exceptional customer service
  • Analyzed quality and performance data to support operational decision-making.
  • Provided regular updates to team leadership on quality metrics by communicating consistency problems

ESL INSTRUCTOR

KIMGU-KISS (Korean Institute for Speech and Sports, Inc.)
05.2012 - 06.2013
  • Taught ESL to Korean students of various backgrounds in a one on one setting and through Skype
  • Monitored their intellectual development in basic English and determined the opportunities that which deemed to be addressed
  • Conducted comprehensive needs assessments for new students to tailor instruction to individual learning styles and goals.
  • Fostered a culture of continuous improvement by soliciting student feedback on course content and teaching methods, making adjustments as necessary.

Education

Bachelor of Arts in Public Administration -

DON MARIANO MARCOS MEMORIAL STATE UNIVERSITY
01.2013

Bachelor of Arts in International Relations -

Mindanao State University - main campus

Skills

  • PowerPoint Presentation
  • Basic use of Microsoft Excel
  • Strong communication, problem solving, and analytic skills
  • Adaptable to changing environments
  • Ability to quickly analyze situations #Ability to multitask and work in a critical environment
  • Ability to work staggered support hours
  • Training of Real Estate essentials for Investors
  • Trained in handling objections on seller lead calls, determining between a warm or cold lead
  • Proficient in computer Software Systems
  • CRM Systems
  • Leads Sourcing (Real Estate Agent and For Sale by Owner)
  • Skip Tracing
  • Appointment Setting
  • Seller Leads Management
  • Comparable(s)
  • Phone and email Handling
  • Creating Buyer's Lists
  • Valuation of Comps with or without the MLS
  • Use of the following tools: Mojo, Oracle, Podio, NICE, Slack, Google Suite, Zendesk, Shopify and Magento, Asana, Guesty, Enso Suite
  • Customer Service
  • Time management
  • Process Improvement
  • Accountability ownership
  • Empathetic feedback delivery
  • Conflict resolution proficiency
  • Results-Driven mentality
  • Calendar management
  • Social media updating
  • CRM management
  • Meeting scheduling
  • Administrative support
  • Logistics analysis
  • Shipment tracking
  • Scheduling coordination

Websites, Portfolios and Profiles

  • https://www.linkedin.com/in/feberly-patisa64a631a0/
  • live:feberlypatis

References

  • Fritz Rafiel Esteves, Operations Reports Analyst, SITEL Inc., +639568225091
  • Joseph Raymond Seth Suarez, Quality Analyst, SITEL Inc., +639083179885
  • Sheryll Trinidad, Real-Estate VA, live:.cid.744962ad1485468a, City Home Bldg, Baguio City, 2600
  • Herbert Morales, Director at Toolots, mevale@netzero.com

Timeline

Guest Experience Specialist

Cozy Suites
02.2024 - 02.2025

Team Leader Supervisor and Logistics Coordinator

Toolots.com
05.2021 - 09.2024

Customer Service Representative/Sales Rep

SITEL Incorporation
09.2013 - 03.2020

Backline Resolution Support

SITEL Incorporation
09.2013 - 03.2020

Quality Analyst/ Call Monitoring Specialist

SITEL Incorporation
09.2013 - 03.2020

ESL INSTRUCTOR

KIMGU-KISS (Korean Institute for Speech and Sports, Inc.)
05.2012 - 06.2013

Bachelor of Arts in International Relations -

Mindanao State University - main campus

Real Estate Virtual Assistant

YM Investments LLC

Customer Support for an E-commerce Company

Browze

Bachelor of Arts in Public Administration -

DON MARIANO MARCOS MEMORIAL STATE UNIVERSITY

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