Lovely Joy P. Atayde
Dispute Analyst & Administrative Assistant
Bacolod City
Summary
With over 11 years of combined experience in administrative support, customer service, and quality analysis across diverse industries, including e-commerce, real estate, and BPO, I bring a wealth of expertise to every role. I am skilled in managing CRM systems, dispute resolution platforms such as PayPal and Stripe, and a variety of administrative tools, including Kajabi, Adobe Connect, MS Office Suite, Canva, Outlook, ClickUp, MLS, Loomly, Curraytor, and Excel. My proven track record highlights a consistent ability to complete tasks with precision, attention to detail, and a focus on quality and timeliness. I excel in analytical, communication, and teamwork skills, demonstrating the adaptability needed to thrive in new environments. With a positive attitude and a commitment to continuous learning and growth, I am eager to contribute to team success and further enhance my professional expertise.
Overview
12
12
years of professional experience
3
3
years of post-secondary education
Work History
Administrative Assistant / Dispute Analyst - E-commerce
Ecom Academy
03.2023 - 12.2024
- Responded to refund inquiries via Outlook, ensuring timely and professional communication.
- Managed disputes on PayPal and Stripe, adhering to company policies to resolve cases favorably.
- Activated and revoked program access through Kajabi, maintaining accurate user access records.
- Handled refunds and disputes, including responding to banks with detailed evidence to support favorable case outcomes.
- Assisted new students in navigating the course program and addressing their inquiries effectively.
- Responded to escalated cases through the Better Business Bureau, ensuring concerns were resolved professionally.
- Updated and maintained accurate records of purchases and refunds processed.
Administrative Assistant - Real Estate
Beach Properties
09.2022 - 12.2024
- Updated property records and added new listings in CRM systems to maintain accurate and current data.
- Drafted and sent contracts to sellers, ensuring accuracy and proper execution.
- Maintained clear communication with sellers regarding the status of their properties.
- Prepared and distributed weekly market response reports to sellers and monthly performance reports to the company.
- Facilitated communication between sellers and agents, coordinating showings and gathering feedback.
- Generated, filtered, and tagged leads while tracking the status of contracts.
- Designed and created marketing postcards for new listings and recently sold properties.
- Transcribed video content into text and developed promotional materials using Canva.
Quality Analyst / Admin Support
Iqor Philippines
03.2020 - 09.2022
- Assessed agent performance using advanced analytics and developed targeted action plans for improvement.
- Maintained accurate records in CRM systems by encoding and uploading evaluation data.
- Conducted root-cause analyses for escalations, recommending actionable solutions to improve service quality.
- Prepared comprehensive performance reports for stakeholders to support informed decision-making.
- Completed leadership training programs emphasizing peak performance and effective team management.
Customer Service Representative
Iqor Philippines
01.2017 - 02.2020
- Managed an average of 50-70 daily calls, resolving customer concerns with empathy and efficiency.
- Served as a Subject Matter Expert, supporting new hires by providing training, mentorship, and guidance to enhance service quality.
Technical Support Representative
Convergys
03.2015 - 12.2016
- Troubleshot and resolved technical issues for internet, phone, and cable services, handling an average of 30 calls daily.
- Recognized as Top Agent for multiple consecutive months due to outstanding performance and customer satisfaction.
Customer Service Representative / Sales Agent - Telstra
Teletech
10.2012 - 02.2015
- Delivered exceptional customer service while consistently exceeding sales quotas, achieving 10+ daily sales.
- Mentored new hires by sharing best practices and strategies to enhance their performance and success.
Education
Bachelor of Science - Secondary Education
University of St. La Salle
Bacolod City, Negros Occidental 06.2009 - 07.2012
Skills
Administrative support
Data entry
Customer and client relations
Excel spreadsheets
Invoice processing
Quality assurance
Mail management
Relevanttraining
- General Administrative Virtual Assistant Training: Real estate buyer and seller practices, documentation, and transaction coordination.
- MLS property search, listing processes, and legal documentation.
- Bank qualifications and approval processes for short sales and REO properties.
- Creation of marketing materials and management of real estate social media accounts.
Valuestatement
I believe that integrity, respect, and quality are the cornerstones of success.
Timeline
Administrative Assistant / Dispute Analyst - E-commerce
Ecom Academy
03.2023 - 12.2024
Administrative Assistant - Real Estate
Beach Properties
09.2022 - 12.2024
Quality Analyst / Admin Support
Iqor Philippines
03.2020 - 09.2022
Customer Service Representative
Iqor Philippines
01.2017 - 02.2020
Technical Support Representative
Convergys
03.2015 - 12.2016
Customer Service Representative / Sales Agent - Telstra
Teletech
10.2012 - 02.2015
Bachelor of Science - Secondary Education
University of St. La Salle
06.2009 - 07.2012
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