KAREN CLAIRE ROJO
Cebu City
Summary
Highly experienced Customer Support and Administrative Professional with 20 years in the BPO industry and 6 years as a Virtual Assistant. Adept at handling customer inquiries, billing support, and sales administration. Strong background in customer service, tutor outreach, and class management. Proficient in email-based support, scheduling, and process optimization. A proactive and independent team player with excellent communication and problem-solving skills.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Project Management Analyst
Accenture Inc.
09.2024 - Current
- Audited travel, time, and expense reports
- Managed subcontractor ordering, renewal, and payment processes
- Handled resource assignments and reporting management
Real-Time Analyst
Accenture Inc.
02.2021 - 08.2024
- Monitored call volume and scheduling for optimal performance
- Assisted operations teams in analyzing and improving processes
- Generated performance reports and forecasted resource requirements
Virtual Assistant
Staffberry Ltd.
01.2018 - 01.2022
- Managed email communication and administrative tasks
- Sourced and recruited candidates via LinkedIn & Indeed
- Organized class schedules and tutor recruitment initiatives
- Lead Generation
- Email Management
- Internet Research
- Candidate Sourcing
Customer Service & Collections Support
Accenture Inc.
01.2014 - 01.2021
- Provided email and phone-based customer service
- Assisted customers with billing, account details, and dispute resolution
- Met collection targets and ensured high-quality service
Outbound Sales Agent & Customer Support Roles
Various BPO Companies
01.2005 - 01.2013
- Handled customer service inquiries and account troubleshooting
- Managed sales outreach and lead generation
- Assisted customers with product and service inquiries
Education
Bachelor of Science - Biology (Major in Zoology)
Mindanao State University – Iligan Institute of Technology
01.2005
Skills
- Customer Support (Email & Phone)
- Administrative & Sales Support
- Tutor Recruitment & Outreach
- Class & Schedule Management
- Billing & Account Assistance
- Process Improvement & Reporting
- Asana & Workflow Automation
- WordPress & Content Management
- Google Suite
- Slack
- Zoom
- Dropbox
- B2B Lead Generation & Cold Calling
Certification
- Lean Six Sigma Training, 2016
- Call Center Training (ACSAT)
- Various Customer Service & Sales Trainings
Tools And Software Proficiency
- Google Suite
- Slack
- Zoom
- Dropbox
- Asana (including automations)
- ChatGPT
- Gemini
- Microsoft Office
- Skype
- Quickbooks
- Indeed
Timeline
Project Management Analyst
Accenture Inc.
09.2024 - Current
Real-Time Analyst
Accenture Inc.
02.2021 - 08.2024
Virtual Assistant
Staffberry Ltd.
01.2018 - 01.2022
Customer Service & Collections Support
Accenture Inc.
01.2014 - 01.2021
Outbound Sales Agent & Customer Support Roles
Various BPO Companies
01.2005 - 01.2013
Bachelor of Science - Biology (Major in Zoology)
Mindanao State University – Iligan Institute of Technology
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