Joniel Cagalawan
Misamis Oriental,Philippines
Summary
Organised Virtual Assistant with robust background in managing administrative tasks, coordinating schedules, and handling client communications. Strong ability to streamline operations, enhance productivity, and provide exceptional support. Skilled in utilising digital tools to manage projects, ensuring deadlines are consistently met. Capable of adapting to diverse work environments and prioritising tasks efficiently, delivering high-quality service to employers.
Overview
11
11
years of professional experience
Work History
General Virtual Assistant
Advisors Insurance Agency, LLC
Greenville, South Carolina, United States of America
08.2020 - 04.2023
- Communicated with clients through text, calls, and emails to address inquiries.
- Created tickets for various customer requests using Agency Zoom and QQ Catalyst.
- Coordinated with mortgage companies and lienholders to distribute insurance certificates.
- Sent cancellation forms and new business applications via DocuSign for client signatures.
- Maintained comprehensive policy listings in CRM systems for all accounts.
- Compiled and updated previous, current, and renewal policy documents for easy access.
- Conducted yearly audits and client check-ins to identify coverage needs and new opportunities.
- Monitored billing plans monthly, quarterly, or annually based on client preferences.
Customer Service Representative
Alorica Philippines Inc.
Eton Centris, Quezon City, Philippines
09.2017 - 11.2019
- Supports Verizon Prepaid Customer Support Campaign
- Provide excellent customer service to all customers, responding promptly and professionally to inquiries
- Handle incoming calls from customers regarding billing issues, technical support, product information, account changes, and other related topics
- Utilize multiple systems to access customer accounts, troubleshoot problems, and provide solutions
- Resolve customer complaints in timely manner, escalating more complex issues as needed
- Educate customers on products and services offered by Verizon, upselling when appropriate
- Maintain accurate records of customer interactions and transactions
Customer Service Representative
Eperformax Contact Centers and BPO
Pasay City, Philippines
04.2016 - 05.2017
- Supports PayPal Customer Support Campaign
- Respond to Customer inquiries by phone and email in inbound call center environment
- Research customer inquiries using appropriate tools
- Welcome new customers by placing outbound call
- Helps customers with log in issues (password reset)
- Educates customers about PayPal's Transactions Process
Fragrance Sales Representative
Loreal Philippines Inc., Robinsons Department Store
Cagayan de Oro City, Philippines
08.2012 - 06.2013
- Ensuring high level of customer satisfaction through excellent sales service.
- Maintaining outstanding store condition and visual merchandising standards
- Ascertaining customers' needs and wants.
- Recommending and displaying items that match customer needs.
Sales Utility Clerk
Madison Shopping Plaza Inc., SM Department Store
Cagayan de Oro City, Philippines
02.2012 - 08.2012
- Greeting customers when they enter the store
- Answering customers' questions to help them find the items they are looking for
- Work at the point-of-sale counter to process transactions
- Enter sales data and customer data into the company database
- Keep records of special orders
- Helps customers with delivery requests
Education
Undergraduate - Bachelor of Science in Nursing
Xavier University - Ateneo De Cagayan
Cagayan De Oro City05.2011
High School Diploma -
Misamis Oriental National High School
Balingasag Misamis Oriental04.2008
Skills
- Customer service and support
- CRM management
- Email management
- Task flexibility
- Administrative assistance
- Microsoft Office proficiency
- Excel expertise
- Data entry skills
- Documentation oversight
- Account management
- Billing administration
- Records management
Training and Workshop
TRAVELERS POLICY SERVICING & QUOTING TRAINING SERIES (November 09, 10, 11, 2020)
- How Tos: Policy Servicing, Quoting, and Billing
- Understanding the importance of eligibility guidelines in quoting vehicles and properties
- Understanding the company’s general underwriting guidelines
PROGRESSIVE/ASI TRAINING SERIES (January 14,15, 2021)
- Company Overview: Progressive vs ASI
- How Tos: Policy Servicing, Quoting, and Billing
- Understanding the importance of eligibility guidelines in quoting vehicles and properties
- Deeper Discussions on Flood insurance underwriting eligibility & guidelines
SANDLER CUSTOMER CARE WORKSHOP SERIES (February 21, 22, 23, 2022)
- Understanding the customers from a deeper perspective
- Discussion on different customer personality types
- How to handle different objections
DISC WORKSHOP (January 18, 2023)
- Very Brief Background of the Extended DISC Model
- The DISC Behavioral Styles - The Key points: Styles C, D, S, I
- Understanding one's Disc Style
Languages
English
Advanced
C1
Interests
- Running
- Reading Inspirational Book/E-book
- Watching TV Shows
Timeline
General Virtual Assistant
Advisors Insurance Agency, LLC
08.2020 - 04.2023
Customer Service Representative
Alorica Philippines Inc.
09.2017 - 11.2019
Customer Service Representative
Eperformax Contact Centers and BPO
04.2016 - 05.2017
Fragrance Sales Representative
Loreal Philippines Inc., Robinsons Department Store
08.2012 - 06.2013
Sales Utility Clerk
Madison Shopping Plaza Inc., SM Department Store
02.2012 - 08.2012
Undergraduate - Bachelor of Science in Nursing
Xavier University - Ateneo De Cagayan
High School Diploma -
Misamis Oriental National High School