LIAA-DENISSE P. MACARANDAN
Virtual Assistant
Mirabela Subdivision, Caloocan City,14200
Summary
An efficient, ardent, and keen-detailed individual who aims to pursue a career in customer service and administration to bring forth great satisfaction. Customer Service Representative and an experienced Administration Employee bringing top-notch oral and written communication skills, active listening, and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, and providing customized solutions to build loyalty.
Overview
10
10
years of professional experience
6
6
years of post-secondary education
2
2
Languages
Work History
Customer Service Representative, Email Specialist
StarHub
03.2022 - Current
- Identified the concern(s) in the ticket and ensured that proper resolution would be delivered, which may include basic troubleshooting and contacting different departments via email.
- Responded to customer requests for products, services, and company information.
- Heightened the productivity of Emails Sent Per Hour by 10% based on the individual contribution to overall team statistics.
- Contributed to maintaining the team’s number one spot by keeping an individual Quality Assurance score of an average of 97%.
- Updated account information to maintain customer records.
Customer Service Representative
EasyShed
07.2021 - 10.2021
- Assisted customers by taking inbound calls to answer the queries regarding the products or making outbound calls for follow-through on customers’ requests
- Helped increase sales by 5% to 10% by providing accurate information on customers’ questions on product specifications, pricing, and delivery timeframe, enticing them to proceed with the purchase by transferring the call to the Sales Team
- Lessened customer dissatisfaction rate by 10% to 20% by taking notes of the customers’ order specifics and relaying them to the Sales Team
- Assisted and coordinated with the second-tier support level support in documenting records relevant to a complaint
- Increased customer service efficiency by 5% to 10% by being able to take on technical issues along with the general and sales inquiries.
Customer Service Representative
Alorica
, Philippines
09.2019 - 05.2021
- Answered customers’ inquiries in a timely manner via live chat.
- This role also includes making outbound calls for follow-through and upon customer’s request.
- Elevated customer satisfaction by 10% based on contributed promoters in the team’s performance.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Helped improve colleague’s performance by conducting “Side-by-Side” while taking live chats
- Improved efficiency in resolving the concern by well-maintaining account information and processing requested information updates
- Raised sales by 3% to 5% by upselling mainly mobile devices, accessories, and mobile service add-ons.
Admin Assistant
Integral Industrial Management Corporation
07.2016 - 01.2017
- As a part-time clerical employee, my position includes greeting the clients warmly upon meeting them.
- This also includes communicating with the clients via call and email for following-up orders and logging inquiries.
- Arranged conference rooms and facilities to prepare for meetings.
- Performed routine clerical tasks by scanning, filing and copying documents.
- These duties also involve preparing product quotations and answering the client’s queries regarding the specifications.
- Developed an effective organizing system to keep old and new documents vital for future order reference.
- Supported training interns, ensuring that every task was done with orderliness.
- Contributed highly to the company’s aim to economize by learning a new skill, such as being proficient in AUTOCAD to aid in creating technical drawings for products offered.
Junior Technician
Amkor Technology Philippines
04.2013 - 11.2014
- Coordinated with the engineers and machine operators to ensure that the machines work and produce products at optimal conditions.
- This also includes overseeing maintenance to be conducted and doing minor to major repairs.
- Boosted production volume by ensuring the machines were in excellent condition before manufacturing.
- Improved the team's competence by reducing downtime as one of the few trained offline technicians.
- Assisted in creating a system to ensure that the newly arrived machines were in flawless condition before being used in manufacturing.
Education
Bachelor of Science - Instrumentation and Control Engineering Technology
Rizal Technological University
Mandaluyong, Philippines 10.2014 - 07.2017
Vocational - Electromechanical Engineering Technology
Technological University of The Philippines
Taguig,Philippies 03.2010 - 07.2013
Skills
Organization
undefinedAccomplishments
- Consistent in remaining within the top 20 agents who may enjoy privileges such as the following:
1. Higher Salary Appraisal
2. Choose the Rest Day
- Received an award as "The Perfect Agent" for January 2023 for overall performance in the following criteria:
1. Quality Assurance
2. Net-Promoter Score
3. Emails Produced Per Hour
- Provided feedback on published Knowledge-Based articles and having them included by the Process Team, improving the guidelines when resolving a concern.
- Awarded as "Top Agent" within the team for March 2020.
Character References
- Available Upon Request
Timeline
Customer Service Representative, Email Specialist
StarHub
03.2022 - Current
Customer Service Representative
EasyShed
07.2021 - 10.2021
Customer Service Representative
Alorica
09.2019 - 05.2021
Admin Assistant
Integral Industrial Management Corporation
07.2016 - 01.2017
Bachelor of Science - Instrumentation and Control Engineering Technology
Rizal Technological University
10.2014 - 07.2017
Junior Technician
Amkor Technology Philippines
04.2013 - 11.2014
Vocational - Electromechanical Engineering Technology
Technological University of The Philippines
03.2010 - 07.2013
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