Killian Pembrooke L. Alemania
Customer And Technical Service Representative
South Cotabato
Summary
Dynamic Virtual Assistant with a proven track record at Answer800, excelling in customer service and time management. Enhanced client satisfaction through effective communication and meticulous scheduling. Demonstrated strong attention to detail in documentation and research, contributing to project success and team efficiency. Committed to delivering exceptional support and solutions.
Overview
15
15
years of professional experience
2
2
Certifications
Work History
Virtual Assistant
Answer800
01.2023 - 09.2025
- Maintained organized digital files and documentation, improving retrieval efficiency for team members.
- Elevated client experience by providing timely customer support via phone calls, emails, and live chat platforms.
- Conferred with customers by telephone, chat or email to provide information.
- Answered and screened calls to provide information, schedule appointments and take detailed messages.
- Upheld the highest standard of confidentiality when handling sensitive information related to clients'' personal or business affairs.
Order Entry Specialist/Hotel Reservations
Agents Only LLC
10.2020 - 11.2022
- Processed customer orders with accuracy and attention to detail
- Developed and maintained documentation for order entry processes
- Improved customer satisfaction by ensuring timely delivery of orders through effective coordination with logistics partners.
- Managed high-volume workloads while maintaining exceptional attention to detail in a fast-paced environment, ensuring minimal errors in entered data.
- Contributed to revenue growth by upselling products when appropriate during order entry process.
ESL Teacher
Rarejob
04.2018 - 09.2020
- Utilized interactive teaching methods to enhance student participation and retention.
- Assessed student progress through regular evaluations and feedback sessions.
- Implemented technology tools to facilitate online learning and communication.
- Maintained classroom environment conducive to learning and student interaction.
- Educated students in basics of English grammar and conversational speaking.
Admin Assistant
MAR Consultancy
02.2015 - 03.2018
- Managed scheduling and coordination of meetings and appointments for senior management.
- Responded to client inquiries promptly, enhancing customer satisfaction and support.
- Collaborated with team members to improve project workflow and communication.
- Provided training and onboarding support for new administrative staff.
Technical Support Representative
Sykes Philippines
08.2012 - 01.2015
- Provided technical assistance to customers via phone, ensuring timely issue resolution.
- Diagnosed and troubleshot software and hardware issues, enhancing user experience.
- Educated customers on product features and functionalities, improving product utilization.
- Implemented best practices for troubleshooting, increasing first-call resolution rates.
- Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
Customer Service Representative
People Support
04.2012 - 08.2012
- Assisted customers with inquiries, providing accurate information and resolving issues efficiently.
- Processed transactions and managed customer accounts with attention to detail.
- Adapted quickly to new software tools, enhancing service delivery.
- Escalated complex issues to appropriate departments for timely resolution.
Front Office Supervisor
La Carmela De Boracay
10.2010 - 04.2012
- Supervised front desk operations, ensuring efficient guest check-in and check-out processes.
- Trained and mentored new front office staff on customer service standards and procedures.
- Coordinated room assignments and managed reservations using property management software.
- Addressed guest inquiries and resolved complaints to enhance overall satisfaction.
- Implemented standard operating procedures to improve workflow and service delivery.
- Collaborated with housekeeping and maintenance teams to ensure timely room readiness.
- Assisted guests with special requests, demonstrating excellent problem-solving skills and a commitment to customer satisfaction.
Education
Bachelor of Science - Special Education
University of St. La Salle
Bacolod City- The City Of SmilesHigh School Diploma -
Gil Montilla National High School-Binulig
Sipalay City- The Jewel Of The Sugar IslandSkills
Customer service
Technical Service
Microsoft office
Data entry
Attention to detail
Meeting scheduling
Problem-solving
File organization
Time management
Document preparation
Team collaboration
Travel planning
Issue research
Event planning
Teaching
Certification
National Certificate II in Driving
Timeline
National Certificate II in Bread and Pastry Production
07-2025
National Certificate II in Driving
12-2024
Virtual Assistant
Answer800
01.2023 - 09.2025
Order Entry Specialist/Hotel Reservations
Agents Only LLC
10.2020 - 11.2022
ESL Teacher
Rarejob
04.2018 - 09.2020
Admin Assistant
MAR Consultancy
02.2015 - 03.2018
Technical Support Representative
Sykes Philippines
08.2012 - 01.2015
Customer Service Representative
People Support
04.2012 - 08.2012
Front Office Supervisor
La Carmela De Boracay
10.2010 - 04.2012
Bachelor of Science - Special Education
University of St. La Salle
High School Diploma -
Gil Montilla National High School-Binulig