Summary
Overview
Work History
Education
Skills
Accomplishments
Previous Employer Rating and Feedback
AWARDS AND RECOGNITIONS
Work Availability
Software
Quote
Timeline
BusinessAnalyst
MARIA REGINA VILLANUEVA

MARIA REGINA VILLANUEVA

Administrative Assistance/Technical Support Representative II/ Complaints Case Manager
Santa Rosa,LAG

Summary

Hardworking and focused Administrative professional offering excellent communication, planning and prioritization skills demonstrated through 9 years of performance. Skilled at drafting reports and business correspondence, managing mail and updating tracking spreadsheets. Exceptional leadership skills with expertise in streamlining workflow to optimize personnel strengths.

Overview

12
12
years of professional experience
4
4

Years of Bachelor's Degree

Work History

Order Fulfillment and Customer Service

Charlie's Drawing UK
, United Kingdom
12.2020 - 01.2021
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Led team in delivery of customer service and order fulfillment project, resulting in completed high volume of orders.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Used coordination and planning skills to achieve results according to schedule.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Maintained excellent attendance record, consistently arriving to work on time.
  • Carried out day-day-day duties accurately and efficiently.

Team Leader (Seasonal) – Manila, PH

Balsam Brands
Manila, New York
08.2020 - 11.2020
  • Overseen a team of 15 email and chat support agents.
  • Managed individual and team performance through real-time support, constant feedback and coaching to meet and exceed Key Performance Indicators (KPIs).
  • Effectively handled and resolved cases and case tasks by representing the brand and its values to meet the Service Level Agreements (SLAs) via Salesforce.
  • Handled support queues to ensure that cases are addressed and/ or endorsed to appropriate team in a timely and satisfactory manner.
  • Communicated with colleagues to ensured customer issues are resolved appropriately and operations are running smoothly.
  • Been proactive in identifying and communicating patterns and trends with customer support issues and taking initiative to help solve bigger case issues
  • Understood company policies and procedures, as well as cascade in-season operational changes.
  • Ensured accurate and real-time updates of cases and know when to escalate to de-escalate.
  • Provided continuous feedback to Customer Loyalty Specialists related to performance and behavior.
  • Secured the confidentiality and safety of all company files and information
  • Other ad-hoc tasks and projects as directed

Case Manager and Customer Service Representative

OJMD Dropshipping Solutions Home Based Online Career
Manila, Manila
03.2020 - 07.2020
  • Handles and answers complaints and concerns through email, chat and ticket.

Computer Operator I / Administrative Assistant

City Government of Binan
Binan, Laguna
02.2018 - 06.2020
  • Office of the City Mayor, Handling office tasks, such as filing, generating reports and presentations, setting up for meetings, and reordering supplies.
  • Prepares Documents for SGLG and ISO audit -Providing real-time scheduling support by booking appointments and preventing conflicts.
  • Making travel arrangements, such as booking flights, cars, and making hotel and restaurant reservations.
  • Screening phone calls and routing callers to the appropriate party.
  • Using computers to generate reports, transcribe minutes from meetings, create presentations, and conduct research.
  • Maintain polite and professional communication via phone, e-mail, and mail.
  • Anticipate the needs of others in order to ensure their seamless and positive experience.
  • Supported efficient meetings by organizing spaces and materials, documenting discussions and distributing meeting notes.
  • Composed internal memos and external correspondence for senior management and reviewed all documentation to eliminate errors.
  • Coached new employees on administrative procedures, company policies and performance standards.
  • Handled client correspondence and tracked records to foster office efficiency.
  • Performed general office duties, including answering multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
  • Managed office inventory by restocking supplies and placing purchase orders to maintain adequate stock levels.

Technical Support Representative TSR II

Convergys Philippines
Muntinlupa
11.2015 - 02.2018
  • Convergys Philippines Australian Account Alabang, Muntinlupa City, Handles complaints and Technical Assistance for Mobile, DSL, Internet, and Landline through walkthrough and Remote Desktop Access -Cross-trained for billing and customer service Small Business Payroll Expert ADP Company US Account Alabang, Muntinlupa City.
  • Resolved conflicts and negotiated mutually beneficial agreements between parties.
  • Handled calls to address customer inquiries and concerns.
  • Devoted special emphasis to punctuality and worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.
  • Worked with Australian customers to understand needs and provide Technical service.
  • Maintained excellent attendance record, consistently arriving to work on time.
  • Increased customer satisfaction by resolving Technical issues.

Small Business Payroll Expert

Small Business Payroll Expert
Muntinlupa
03.2015 - 11.2015
  • Handles Payroll complaints and concerns for Small Businesses
  • Maintained excellent attendance record, consistently arriving to work on time.
  • Prepared analysis of tax expenses for month-end accounting review.
  • Assists Clients to effectively resolve payroll discrepancies.

Subject Matter Expert/CASE MANAGER

Teletech Customer Care Service
Santa Rosa, Laguna
11.2010 - 07.2015
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
  • Handles Complaints through email, phone call, chat and tickets

Assistant Team Leader/Supervisor

Robinson's Place Sta. Rosa
Santa Rosa, Laguna
06.2014 - 07.2015
  • Handles Complaints, Customer Service, Technical Support for Mobile, DSL Internet, and Billing through Phone calls, Emails, and Tickets.
  • Enhanced training programs to strengthen employee knowledge and promote new managers from within.
  • Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows to meet any daily demand.

COUNTER CASHIER CREW

Jollibee Foods Corporation
Binan, Laguna
06.2006 - 12.2006
  • Computed and Accepts Payment through POS system -Take and Prepare Orders for customers.

Regional Dispatch Coordinator

Deliveright
Boston, Massachusetts
  • Closely monitored dispatch board to triage and prioritize over 80 daily emails
  • Directed all dispatching, routing and tracking of 30 fleet vehicles.
  • Evaluated and adjusted over 60 routes based on daily needs, available workers, traffic hazards and weather conditions.
  • Identified issues, analyzed information and provided solutions to problems.
  • Created plans and communicated deadlines to ensure projects were completed on time.
  • Responded to over 80 daily email requests with information about assistance and timeframes, damaged orders, returns, and cancellations.
  • Coordinated with shipper, vendor, warehouse, and delivery team.

Education

BACHELOR OF SCIENCE - NURSING

St. Michael's College of Laguna
01.2008 - 01.2010

BACHELOR OF SCIENCE - NURSING

Adventist University of the Philippines
01.2006 - 01.2008

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San Isidro School of Biñan
01.2001 - 01.2005

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Biñan Seventh-Day Adventist Elementary School
01.1997 - 01.2001

Skills

Social Communication and rapport buildingundefined

Accomplishments

    PROFESSIONAL CIVIL SERVICE EXAM PASSER

    Exam Date: March 12, 2017

    Score: 84.14

    License No.: 2936

Previous Employer Rating and Feedback

Client's Feedback to You

During her stay with the company, Reggie showed her jolly personality with the team. She is easy to work with and we don't have any issues collaborating with her. Despite being a new member, she displayed professionalism while working with the rest of the folks. We are all hoping that she can recover immediately and her health to regain to full capacity. We wish her success on her future endeavors.

AWARDS AND RECOGNITIONS

St. Michael's College of Laguna March 2010

  • EXCELLENCE IN CLINICAL PERFORMANCE

San Isidro School of Biñan April 2005

  • VALEDICTORIAN
  • SBC (Student Body Council) AWARDEE
  • ST. THOMAS AQUINAS AWARD (The Highest Average in Science & Technology and Math)
  • DOÑA PILAR M. ALBERTO LEADERSHIP AWARD
  • LEAGUE OF BIÑAN LEADERS AWARD
  • BEST LEADER AND BEST IN RESEARCH WORK

San Isidro School of Biñan March 2001-2004

  • BEST IN ENGLISH, SCIENCE, & MATHEMATICS
  • COMPUTER LITERACY AWARD
  • ACADEMIC EXCELLENCE

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Software

Microsoft Excel

Microsoft Word

Microsoft Powerpoint

Front

Slack

Shopify

Canva

Webscraper

Asana

Trello

Hubspot

Gohighlevel

Ring Central

Pandadoc

Loom

Salesforce

Facebook

Instagram

LinkedIn

Quote

There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins

Timeline

Order Fulfillment and Customer Service

Charlie's Drawing UK
12.2020 - 01.2021

Team Leader (Seasonal) – Manila, PH

Balsam Brands
08.2020 - 11.2020

Case Manager and Customer Service Representative

OJMD Dropshipping Solutions Home Based Online Career
03.2020 - 07.2020

Computer Operator I / Administrative Assistant

City Government of Binan
02.2018 - 06.2020

Technical Support Representative TSR II

Convergys Philippines
11.2015 - 02.2018

Small Business Payroll Expert

Small Business Payroll Expert
03.2015 - 11.2015

Assistant Team Leader/Supervisor

Robinson's Place Sta. Rosa
06.2014 - 07.2015

Subject Matter Expert/CASE MANAGER

Teletech Customer Care Service
11.2010 - 07.2015

BACHELOR OF SCIENCE - NURSING

St. Michael's College of Laguna
01.2008 - 01.2010

COUNTER CASHIER CREW

Jollibee Foods Corporation
06.2006 - 12.2006

BACHELOR OF SCIENCE - NURSING

Adventist University of the Philippines
01.2006 - 01.2008

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San Isidro School of Biñan
01.2001 - 01.2005

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Biñan Seventh-Day Adventist Elementary School
01.1997 - 01.2001

Regional Dispatch Coordinator

Deliveright

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MARIA REGINA VILLANUEVAAdministrative Assistance/Technical Support Representative II/ Complaints Case Manager