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
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
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