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Justine Jennifer S. Marcos
Virtual Assistant / CSR / Appointment Setter
Marikina City,NCR
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
18
18
years of professional experience
Work History
Team Leader / Administrative Assistant
Averon Delivery LLC
Marikina, Philippines (Remote)
06.2016 - Current
- Trained new team members on operational procedures to ensure compliance.
- Assisted in recruitment to build team of top performers.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Managed multiple communication channels, including email, chat, and phone support.
- Collaborated with team members to streamline order fulfillment processes for improved efficiency.
- Documented customer interactions in CRM system for accurate record-keeping and follow-up.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed standard operating procedures for administrative tasks, improving consistency among staff operations.
Customer Service Representative
Averon Delivery LLC
Marikina, Philippines (Remote)
03.2015 - 06.2016
- Assisted customers with inquiries and issues via phone and email, ensuring timely resolution.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Customer Service Representative
Global Expert Solutions
Marikina, Philippines
10.2014 - 01.2015
- Set up new customer accounts
- Assisted customers with inquiries and issues via phone and email, ensuring timely resolution.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Handled billing and account inquiries
English as a Second/Acquired Language Teacher
International Schools Group Dammam
Dammam, KSA
10.2012 - 06.2013
- Planned lessons and activities that developed English skills of foreign students.
- Conducted conferences with parents during PTCs.
- Evaluated potential EAL students.
Substitute Registrar
International Schools Group Dammam
Dammam, KSA
03.2011 - 06.2012
- Handled new student applications, withdrawal/transfer student procedures, and requests for official documents.
Substitute Teacher
International Schools Group Dammam
Dammam, KSA
09.2010 - 03.2011
- Planned lessons and activities in Language Arts, Reading, Health and ESL/EAL.
- Taught classes of Grades 5 and 6 students.
- Conducted conferences with parents during PTCs.
Substitute Teacher
International Schools Group Dammam
Dammam, KSA
11.2009 - 12.2009
- Planned lessons and activities in Language Arts, Reading, and Social Studies.
- Conducted classes of Grades 5 and 6 students.
Teacher’s Aide
International Schools Group Dammam
Dammam, KSA
08.2009 - 11.2009
- Provided necessary assistance to the teacher.
- Assisted in preparing of events and materials needed.
Extra-curricular Music Teacher
International Schools Group Dammam
Dammam, KSA
08.2009 - 11.2009
- Taught basic piano and guitar skills to Elementary and Middle School students.
Assistant/Substitute Registrar
International Schools Group Dammam
Dammam, KSA
01.2009 - 04.2009
- Handled new student applications, withdrawal/transfer student procedures, and requests for official documents.
- Provided necessary assistance to the registrar involving the organizing of files and documents.
Substitute Secretary
International Schools Group Dhahran
Dhahran, KSA
04.2008 - 05.2008
- Typed and sorted documents.
- Inventoried specific school equipment.
Teacher’s Aide
International Schools Group Dhahran
Dhahran, KSA
04.2008
- Provided necessary assistance to the operations of the center.
- Assisted in creating developmental activities for preschool children.
Education
Associates Degree - Early Childhood Education
Algonquin College
Ottawa, Canada07-2008
4th Year High School - undefined
Philippine School in Dammam
Dammam, KSA03-2004
10th Grade - undefined
Oakmont High
Sacramento, California, USA06-2003
5th - 9th Grade - undefined
International Schools Group Dammam
Dammam, KSA09-2002
Skills
- Team management
- Call center experience
- Complaint handling
- Team coaching
- Production goal setting
- Relationship building
- CRM software
- HR support
- Data entry
- Product knowledge
- Inbound and outbound calls
- Active listening
- Report preparation
Accomplishments
- TOEFL CBT 2013
- TOEFL CBT 2005
- IELTS 2015
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Languages
English and Tagalog
Timeline
Team Leader / Administrative Assistant
Averon Delivery LLC
06.2016 - Current
Customer Service Representative
Averon Delivery LLC
03.2015 - 06.2016
Customer Service Representative
Global Expert Solutions
10.2014 - 01.2015
English as a Second/Acquired Language Teacher
International Schools Group Dammam
10.2012 - 06.2013
Substitute Registrar
International Schools Group Dammam
03.2011 - 06.2012
Substitute Teacher
International Schools Group Dammam
09.2010 - 03.2011
Substitute Teacher
International Schools Group Dammam
11.2009 - 12.2009
Teacher’s Aide
International Schools Group Dammam
08.2009 - 11.2009
Extra-curricular Music Teacher
International Schools Group Dammam
08.2009 - 11.2009
Assistant/Substitute Registrar
International Schools Group Dammam
01.2009 - 04.2009
Substitute Secretary
International Schools Group Dhahran
04.2008 - 05.2008
Teacher’s Aide
International Schools Group Dhahran
04.2008
5th - 9th Grade - undefined
International Schools Group Dammam
10th Grade - undefined
Oakmont High
4th Year High School - undefined
Philippine School in Dammam
Associates Degree - Early Childhood Education
Algonquin College