Leejane Ramirez
Customer Service | Virtual Assistant
Lilo-an
Summary
Organized and dedicated professional with proven track record of providing exceptional customer service in fast-paced environments. Offering keen attention to detail and strong decision-making skills to manage multiple, concurrent tasks. Self-motivated work ethic to perform effectively in independent or team environments.
Overview
21
21
years of professional experience
13
13
years of post-secondary education
Work History
Team Leader
Manulife Business Processing Services
01.2016 - 05.2024
- Worked with team of 15-18 associates to identify areas of improvement and devised solutions based on findings.
- Communicated KPIs outlined in annual plan to inform employees of expectations and deliverables.
- Generated reports detailing findings and recommendations.
- Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.
- Provided ongoing support to direct reports, addressing concerns or questions promptly so they could remain focused on their tasks.
- Implemented employee recognition programs that boosted morale and increased retention rates within the team.
- Mentored team members to promote productivity, accuracy, and reliability to meet SLA requirements
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
General Virtual Assistant
AirerSg
06.2021 - 12.2023
- Provided product support pre & post sales via Fb messenger and WhatsApp
- Created and maintained detailed administrative processes and procedures to drive efficiency and accuracy.
- Tracked sales, and arranged installations with the installation team
- Managed emails and updated the calendar on a daily basis
- Generated sales invoices via Xero, and reconciled payments
- Posted product installation photos at the website
- Create product brochures and thumbnails via Canva
Customer Service
Convergys, Xlibris, Page Comp, 88th Floor Gifts
09.2003 - 09.2015
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Educated customers about billing, payment processing and support policies and procedures.
- Managed and exceeded performance metrics by consistently monitoring progress against set targets, identifying areas of opportunity, and implementing action plans to address gaps.
- Provided product and process support to New Hires during Nesting period
- Increased efficiency and performance by monitoring team member call handling opportunities and providing feedback.
- Served as the primary point of contact for escalated customer concerns, ensuring timely resolutions while maintaining professionalism and empathy.
Education
No Degree - Diploma in Professional Education
Cebu Technological University
Danao, Province Of Cebu, Philippines 06.2015 - 03.2024
Bachelor of Science - Business Administration
University of San Carlos
Cebu City, Province Of Cebu, Philippines 06.1999 - 03.2003
Skills
Appointment Coordination
Multitasking
Adaptability and Flexibility
Coaching and Mentoring
Time Management
Email and Calendar Management
Teamwork and Collaboration
Organizational Skills
Performance Improvement
Excellent Communication
Giving Constructive Feedback
Appointment Coordination
Timeline
General Virtual Assistant
AirerSg
06.2021 - 12.2023
Team Leader
Manulife Business Processing Services
01.2016 - 05.2024
No Degree - Diploma in Professional Education
Cebu Technological University
06.2015 - 03.2024
Customer Service
Convergys, Xlibris, Page Comp, 88th Floor Gifts
09.2003 - 09.2015
Bachelor of Science - Business Administration
University of San Carlos
06.1999 - 03.2003