Summary
Overview
Timeline
Work History
Education
Skills
Software
Accomplishments
Work Preference
References
Work Availability
Social Media
Portfolio
Hi, I’m

Fergie Loise Amen

Kabankalan City,Negros Occidental
Fergie Loise Amen

Summary

I am a highly skilled and experienced professional with a proven track record in administrative tasks, customer service, and executive assistance. I am a quick learner with a strong aptitude for problem-solving and relationship-building. I am also a highly motivated and results-oriented individual who is always willing to go the extra mile.

Overview

6
years of professional experience
2
years of post-secondary education

Timeline

Virtual Administrative Assistant
Strategic Assistant Services
08.2022 - 05.2023
Senior Escalation Specialist
Concentrix
04.2021 - 06.2023
Retention Customer Service Representative
Transcom Bacolod
06.2020 - 01.2021
Front Desk Supervisor
South Gate Inn
02.2017 - 04.2020
VMA Global College
from Hotel And Restaurant Management
2013 - 2015 (2 years)

Work History

Concentrix
Bacolod City, Negros Occidental

Senior Escalation Specialist
04.2021 - 06.2023

Job overview

  • Skilled at working independently and collaboratively in a team environment.
  • Self-motivated, with a strong sense of personal responsibility.
  • Proven ability to learn quickly and adapt to new situations.
  • Worked effectively in fast-paced environments.
  • Managed time efficiently in order to complete all tasks within deadlines.
  • Excellent communication skills, both verbal and written.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Procured and managed inventories to support customer backlog and forecast.
  • Provided ad-hoc analytics and operational expertise to drive fact-based inputs into forecasting.
  • Resolved customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
  • Offered suggestions and alternatives to provide customers with solutions, boosting customer satisfaction.
  • Escalated customer issues to management for appropriate action to be taken.
  • Trained staff on operating procedures and company services.
  • Sought ways to improve processes and services provided.

Strategic Assistant Services
San Fernando City, Philippines

Virtual Administrative Assistant
08.2022 - 05.2023

Job overview

  • Set up virtual Zoom meetings, invited guests and disseminated agendas.
  • Monitored emails, organized inbox, and prioritized messages for supervisor.
  • Executed travel arrangements by researching and booking flights and accommodations.
  • Managed CRM input, exports and clean up.
  • Coordinated Skype calls across multiple time zones.
  • Organized and managed team tasks using Trello and Asana.
  • Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
  • Established administrative work procedures to track staff's daily tasks.

Transcom Bacolod
Bacolod City, Negros Occidental

Retention Customer Service Representative
06.2020 - 01.2021

Job overview

  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Handled customer inquiries and suggestions courteously and professionally.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Answered constant flow of customer calls with minimal wait times.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Updated account information to maintain customer records.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Responded proactively and positively to rapid change.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.
  • Sought ways to improve processes and services provided.
  • Resolved associate, tool and service delivery issues revealed by statistical reports.

South Gate Inn
Kabankalan City, Negros Occidental

Front Desk Supervisor
02.2017 - 04.2020

Job overview

  • Scheduled and assigned daily work and activities for team members.
  • Collaborated with team members to handle guest requirements from check-in through check-out.
  • Oversaw front desk operations with eye for hotel reputation, staff productivity, and operational efficiency.
  • Resolved guest issues with rooms or reservations with knowledgeable and friendly service.
  • Coordinated with room service, housekeeping, maintenance, and security to meet all guest needs.
  • Answered multi-line phone system and transferred callers to appropriate department or staff member.
  • Collected room deposits, fees, and payments.
  • Entered and updated sensitive customer information during check-ins and room changes.
  • Introduced customers to resort amenities with pleasant and helpful demeanor.
  • Created monthly meetings for cashiers and membership desk associates.
  • Completed physical inventory counts each month.
  • Recorded information, shortages, and discrepancies to keep records current and accurate.
  • Kept documentation and records accurate and up-to-date with latest data to prevent errors in processing or delivery.
  • Arranged travel accommodations for groups, couples, executives, and special needs clients.
  • Provided customers with best deals and well-researched travel options, successfully negotiating rates while improving customer satisfaction ratings.

Education

VMA Global College
Bacolod City

from Hotel And Restaurant Management
2013 - 2015 (2 years)

University Overview

Skills

  • Creative Solutions
  • Productivity Standards
  • Escalation Management
  • KPI Metrics
  • Scheduling
  • Financial Transactions
  • Travel Arrangement Expertise
  • Customer Retention Strategies
  • Document and Records Management
  • Inventory Control Processes
  • Administrative and Office Support
  • Performance Feedback
  • Complaint Investigations
  • Corrective Action Plans
  • Sales and Upselling
  • Social Media Management

Software

Trello

Canva

Google Workspace

Catcup

Lightroom

Notion

Microsoft Apps

Accomplishments

Accomplishments

• Earned as one of the top representative in 2021.

  • Advanced from Receptionist to Front Desk Supervisor within 6 months for delivering outstanding administrative support and customer relations.

Work Preference

Work Type

Full Time

Work Location

Remote

Important To Me

Work-life balanceFlexible work hoursCompany CultureWork from home optionPersonal development programs

References

References

Ronitt Art Arguelles

Operations Manager

+639283086002

Christian Sausa

Quality Evaluator

+639615243869

Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Social Media

Social Media

Facebook: https://www.facebook.com/ferg3e

Instagram: https://www.instagram.com/fergieloisze/

Linked In: https://www.linkedin.com/in/fergieloise/

Portfolio

Portfolio

Portfolio: https://fergievirtualworks.my.canva.site/

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Fergie Loise Amen