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
Client Communication
Staff & Calendar Management
Project Management
Performance Monitoring and Evaluation
Operation Monitoring
Residential Property Conveyancing
Certification
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 -