Justine Mhay Pagador
Virtual Assistant/Customer Service
Antipolo
Summary
Enthusiastic Virtual Assistant/Customer Service professional with a strong drive to contribute to team success through a diligent work ethic, meticulous attention to detail, and exceptional organizational abilities. Comprehensive understanding of customer service operations and experience as a Virtual Personal Assistant. Well-versed in utilizing MS Word, Google Sheets, payment processing, and generating reports. Highly motivated to continuously learn, develop, and excel in the role of a Virtual Assistant/Customer Service Representative.
Overview
8
8
years of professional experience
Work History
Customer Service/Admin Assistant
APINATA4U
North Carolina
06.2022 - Current
- Provided excellent customer service by addressing inquiries promptly and knowledgeably.
- Built and maintained excellent customer relationships through timely response to inquiries and going above and beyond to accommodate unusual requests.
- Continually sought methods for improving daily operations, communications with clients, recordkeeping, and data entry for increased efficiency.
- Managed time efficiently in order to complete all tasks within deadlines.
- Assisted with day-to-day operations, working efficiently and productively with all team members. Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
- Strengthened client relationships through consistent follow-up communication and efficient problem resolution. Safeguarded sensitive information through proper documentation handling, data entry, and record maintenance procedures.
Customer Service Email Specialist (Part-time)
E commerce Business
Georgia
11.2019 - Current
- Achieved high levels of customer satisfaction through empathetic communication and creative problem-solving skills.
- Provided personalized assistance to customers, developing rapport and fostering long-term relationships.
- Demonstrated adaptability by staying informed about updates in company policies or product offerings that impacted customer experiences.
- Upheld strict privacy standards when handling sensitive data contained within emails, ensuring confidentiality was maintained at all times.
- Balanced multiple priorities daily while remaining focused on delivering excellent service to each individual email inquiry.
- Boosted brand loyalty with exceptional email support, resulting in repeated business from satisfied customers.
- Maintained comprehensive knowledge of company products, policies, and procedures to provide accurate information to customers.
- Applied strong analytical skills when handling complex cases, thoroughly investigating issues before proposing solutions for optimal outcomes.
- Managed escalated customer issues effectively, ensuring resolution while maintaining a professional demeanor at all times.
- Reduced product returns by providing accurate information and solutions to customers in a timely manner.
Email Handling and Communication Assistant
Maison & Fitch
Texas
06.2024 - Current
- Excellent communication skills, both verbal and written.
- Proven ability to learn quickly and adapt to new situations.
- Skilled at working independently and collaboratively in a team environment.
- Self-motivated, with a strong sense of personal responsibility.
- Managed time efficiently in order to complete all tasks within deadlines.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Worked effectively in fast-paced environments.
- Paid attention to detail while completing assignments.
- Organized and detail-oriented with a strong work ethic.
- Resolved problems, improved operations and provided exceptional service.
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
Part-time E-commerce Customer Service Specialist
E-commerce Customer Service Specialist
New York City
10.2023 - 01.2024
- Monitor and respond to customer queries, complaints, and reviews via Zendesk, Shopify, Loox, Messenger, Instagram, Facebook, YouTube, Twitter, Amazon Seller Central, eBay, Etsy, and our website forum
- Manage 'high fraud risk' orders, chargebacks, and respond to reviews or feedback
- Maintain the brand's reputation by providing premium support, aiming to establish us as the most trusted brand in the pet industry
- Contributed to the development of new processes that increased overall team productivity levels within the e-commerce department.
- Coordinated closely with logistics partners to ensure prompt resolution of any shipping or delivery-related issues faced by customers.
- Conducted regular quality assurance checks on outgoing orders to maintain high standards of accuracy and presentation.
- Managed high-volume customer inquiries through various communication channels, including email, live chat, and phone calls.
- Investigated and resolved customer inquiries and complaints quickly.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Customer Service/ ADMIN ASSISTANT
BSAC LLC
Los Angeles
02.2020 - 10.2022
- Improved document organization with thorough file maintenance, archiving outdated records as necessary for efficient retrieval when needed.
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
- Promoted a positive work environment through effective communication skills and fostering professional relationships among colleagues.
- Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
- Ensured accurate record-keeping with diligent data entry and database management for vital company information.
- Managed filing system, entered data and completed other clerical tasks.
- Assisted coworkers and staff members with special tasks on daily basis.
- Completed forms, reports, logs, and records to quickly handle all documentation for human resources.
Customer Service Sales Representative
Moving Company in The US
Los Angeles
06.2021 - 05.2022
- Followed up with customers after completed sales to assess satisfaction and resolve technical or service concerns.
- Developed a comprehensive knowledge of product offerings to better assist customers with informed recommendations.
- Managed high call volume, ensuring timely response and effective resolution to all customer concerns.
- Built rapport with customers through empathetic listening and understanding their unique needs or preferences.
- Increased customer satisfaction by addressing and resolving complex issues effectively.
- Supported team members during peak periods by sharing workload and providing guidance when needed.
- Managed high volume of customer calls, maintaining calm and professional demeanor.
- Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.
Virtual Personal Administrative Assistant
DigiSpeed
Auckland
08.2020 - 01.2021
- Company Overview: Auckland, New Zealand
- Completed administrative tasks by performing business correspondence, transcription and data entry
- Executed travel arrangements by researching and booking flights and accommodations
- Analyzed and compiled data to prepare comprehensive reports for management
- Recorded new hires, transfers, terminations, changes in job classifications and merit increases to main human resources files
- Assisted coworkers and staff members with special tasks on daily basis
- Interacted with vendors, contractors and professional services personnel to receive orders, direct activities and communicate instructions
- Answered questions and addressed, resolved or escalated issues to management personnel to satisfy customers
- Opened and properly distributed incoming mail to promote quicker response to client inquiries
- Conducted thorough research using diverse resources to assist professional staff with routine and special project tasks
- Built and maintained excellent customer relationships through timely response to inquiries and going above and beyond to accommodate unusual requests
- Auckland, New Zealand
Customer Service Representative
Teleperformance
Antipolo City
08.2017 - 11.2019
- Company Overview: Antipolo, Philippines
- Answered customer telephone calls promptly to avoid on-hold wait times
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Evaluated account and service histories to identify trends, using data to mitigate future issues
- Provided information to customers regarding charge accounts and loyalty program and helped to open and activate new accounts
- Educated customers on promotions to enhance sales
- Responded to customer requests for products, services and company information
- Handled customer inquiries and high volume calls to solve billing and ordering problems, independently resolving 100% of issues
- Delivered superior customer service to retain existing customers and attract future customers
- Informed customers of sales and promotions to build customer base, boost traffic and increase customer loyalty
- Antipolo, Philippines
Education
Bachelor of Science - Hotel And Restaurant Management
Centro Escolar University
Manila 06.2008 - 3 2012
High School Diploma -
Sacred Heart Catholic School of Cainta
Cainta RIzal Philippines 06.2004 - 3 2008
Skills
- Ability to work under supervision
- Administrative ability
E-commerce platforms
Escalation management
Problem-solving skills
Customer service
Microsoft office
Problem-solving
Customer service excellence
Time management
Understanding customer needs
Multitasking
Calm and professional under pressure
Adaptability and flexibility
Complaint resolution
Live chat support
Timeline
Email Handling and Communication Assistant
Maison & Fitch
06.2024 - Current
Part-time E-commerce Customer Service Specialist
E-commerce Customer Service Specialist
10.2023 - 01.2024
Customer Service/Admin Assistant
APINATA4U
06.2022 - Current
Customer Service Sales Representative
Moving Company in The US
06.2021 - 05.2022
Virtual Personal Administrative Assistant
DigiSpeed
08.2020 - 01.2021
Customer Service/ ADMIN ASSISTANT
BSAC LLC
02.2020 - 10.2022
Customer Service Email Specialist (Part-time)
E commerce Business
11.2019 - Current
Customer Service Representative
Teleperformance
08.2017 - 11.2019
Bachelor of Science - Hotel And Restaurant Management
Centro Escolar University
06.2008 - 3 2012
High School Diploma -
Sacred Heart Catholic School of Cainta
06.2004 - 3 2008
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