Summary
Overview
Work History
Education
Skills
Interests
Work Availability
Enjoys reading novels, watching documentaries, loves to eat and a make-up enthusiast
Quote
Timeline
Cashier

Joyce Anne Silva

Verification Analysts/Voice And Data Manager/Nurse
City Of San Fernando,Pampanga

Summary

Manages high-volume verification tickets in dynamic environments with high production, quality assurance and customer relations targets. Expertise includes reviewing and validating customer's personal details, documents and checking discrepancies for each new and existing customers. Self-motivated and reliable with excellent teamwork, problem-solving and organizational skills. Enthusiastic and very eager to contribute to team success through hard work, attention to detail and excellent research skills. Motivated to learn, grow and excel in different departments to improve and add new skills.

Overview

7
7
years of professional experience
3
3
years of post-secondary education

Work History

Verification Analyst

VGW
Makati city, Metro Manila
05.2018 - Current
  • Created and used automated test scripts, using Zendesk, Slack and Knowledge-based app.
  • Produced and maintained consistent technical documentation using Zendesk, GP, Chumba Casino Back-office, Redash and Netverify.
  • Cross-trained and provided back up for Chumba Casino verification team and AF department.
  • Maintained up-to-date knowledge of product and service changes.
  • Exceeded goals through effective task prioritization and great work ethic.
  • Proved successful working within tight deadlines and fast-paced atmosphere.

Voice and Data Project Manager

Alorica
Makati City, Metro Manila
09.2015 - 05.2018
  • Worked closely with B2B clients to maintain optimum levels of communication to effectively and efficiently complete projects.
  • Completed projects to ensure compliance with relevant policies and regulations.
  • Improved project management through consistent hard work and dedication to projects and B2B clients.
  • Created spreadsheets using Emails and Microsoft Excel for daily, weekly and monthly reporting.
  • Identified issues, analyzed information and provided solutions to problems.
  • Proved successful working within tight deadlines and fast-paced atmosphere.
  • Created plans and communicated deadlines to ensure projects were completed on time.
  • Served customers in a friendly, efficient manner following outlined steps of service.

Email and Chat Support Specialist

Paragon ICC
Makati City, Metro Manila
12.2012 - 12.2014
  • Handled inbound customer chat conversations. Worked closely with each customer through emails and real-time chats to carefully resolve issues within timely fashion.
  • Cultivated relationships with new customers and maintained good partnerships with existing clients.
  • Asked open-ended questions to determine which products or services would be best fit for customer's needs.
  • Documented all customer information accurately in computer system, providing dated notes for future reference.
  • Investigated and resolved customer inquiries and complaints quickly. Promptly responded to inquiries and requests from prospective customers.
  • Provided accurate information about promotions, customer programs and products, helping drive high customer retention.
  • Cross-trained for Poker, Bingo and Casino customer service managers.

Education

Bachelor of Science - Nursing

Angeles University Foundation
Angeles City
06.2004 - 04.2007

Skills

Microsoft Office

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Interests

Playing mobile and online games, traveling and hopefully vlogging

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Enjoys reading novels, watching documentaries, loves to eat and a make-up enthusiast

I love to read so I can improve my vocabulary and update my knowledge on how to speak and write in a professional manner. Watching documentaries gives me insights about the things that I do not know yet and add some new information on the things that I already knew. I also love to try new things such as new dishes, traveling and trying local delicacies where I visit to get new experience. Lastly, I love watching makeup tutorials because I learn that through make up, you can boost you confidence and self-esteem and also be able to earn additional income for being a professional make up artist.

Quote

Dreams get you started... Discipline keeps you going...
Jim Rohn

Timeline

Verification Analyst

VGW
05.2018 - Current

Voice and Data Project Manager

Alorica
09.2015 - 05.2018

Email and Chat Support Specialist

Paragon ICC
12.2012 - 12.2014

Bachelor of Science - Nursing

Angeles University Foundation
06.2004 - 04.2007
Joyce Anne SilvaVerification Analysts/Voice And Data Manager/Nurse