Herson Pambalan
Virtual Assistant
Baguio City
Summary
A multi-awarded Customer Experience professional with 13+ years of call center expertise . With 9 years of proven leadership exposure.
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
16
16
years of professional experience
7
7
Certifications
Work History
Conveyancer
Century21 Executives Realty
03.2023 - 12.2023
- Created and finalized contracts and other legal documents for clients
- Communicated with clients and collected information to research cases and prepare settlement offers
- Analyzed legal documents and identified pertinent issues for clients.
Virtual Assistant
Avenue Florida
01.2023 - 03.2023
- Assisted coworkers and staff members with special tasks on daily basis.
- Managed CRM input, exports and clean up.
- Completed business correspondence, transcription, and data entry.
- Built and maintained excellent customer relationships through timely response to inquiries and going above and beyond to accommodate unusual requests.
Virtual Assistant
Triton Roofing Company
10.2022 - 03.2023
- Completed business correspondence, transcription and date entry
- Conferred with customers by telephone, chat or email to provide information
- Managed CRM input, export and clean up
- Interacted with vendors, contractors and professional services personnel to receive orders, direct activities and communicate instructions
- Liaised between clients and vendors and maintained effective lines of communication
- Managed filing system, entered data and completed other clerical tasks
Operations Manager
Sitel Corporation
12.2018 - 07.2022
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications and missed deadlines
- Set, enforced and optimized internal policies to maintain responsiveness to demands
- Formulated processes to improve assistance to support groups, resulting in reduction of downtime and financial loss
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits
- Boosted team member productivity by enhancing performance monitoring and instituting motivational approaches
- Directed management meetings to enhance collaboration and maintain culture based on trust and group problem solving.
Team Leader
Sitel Corporation
07.2013 - 11.2018
- Identified and corrected deficient performance and behaviors to achieve maximum productivity.
- Evaluated employee performance and coached and trained team members, increasing quality of work and employee motivation.
- Monitored incoming calls and provided feedback to numbers of associates to improve quality of service.
- Facilitated meetings to communicate team performance goals and results.
Escalations Specialist, Compliance
Sitel Corporation
07.2010 - 07.2013
- Wrote and presented reports outlining findings and recommendations from compliance audits.
- Oversaw and monitored violation tracking system for accuracy, reducing executive escalation issues.
- Create reports to keep senior management informed of operations and progress of compliance efforts.
Customer Service Representative
Sitel Corporation
10.2009 - 06.2010
- Recorded account information to open new customer accounts.
- Recommended products to customers, thoroughly explaining details.
- Updated account information to maintain customer records.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
ESL Tutor
Jjanglish Language Institute
02.2008 - 10.2009
- Assessed student proficiency and designed lesson plans to target weak areas.
- Designed engaging instructional materials and activities.
- Administered feedback to students using positive reinforcement techniques to encourage and build confidence.
Education
Bachelor of Arts - Political Science
University of Baguio
Baguio City 05.2001 -
Skills
Legal Document Preparation
undefinedCertification
Lonewolf
Timeline
Conveyancer
Century21 Executives Realty
03.2023 - 12.2023
Virtual Assistant
Avenue Florida
01.2023 - 03.2023
Virtual Assistant
Triton Roofing Company
10.2022 - 03.2023
Operations Manager
Sitel Corporation
12.2018 - 07.2022
Team Leader
Sitel Corporation
07.2013 - 11.2018
Escalations Specialist, Compliance
Sitel Corporation
07.2010 - 07.2013
Customer Service Representative
Sitel Corporation
10.2009 - 06.2010
ESL Tutor
Jjanglish Language Institute
02.2008 - 10.2009
Bachelor of Arts - Political Science
University of Baguio
05.2001 -
Similar Profiles
Thomas VictorThomas Victor
Real Estate Broker at Century21 Allied RealtyReal Estate Broker at Century21 Allied Realty
Jeff HarmelJeff Harmel
Real Estate Agent at Realty Executives Diversified RealtyReal Estate Agent at Realty Executives Diversified Realty
Kelsey MinkKelsey Mink
Real Estate Agent at CENTURY21 FIRST CHOICE REALTYReal Estate Agent at CENTURY21 FIRST CHOICE REALTY