Mary Jane Cayog
General Virtual Assistant
San Pedro, Laguna
Summary
I am a highly passionate and motivated individual who has many years of experience in Customer Service and Technical Support Specialist, and Administrative works, who thrives upon seeking new challenges through my career as a General Virtual Assistant. I'm seeking a full-time position to share my knowledge and skills for continuous improvement.
Overview
27
27
years of professional experience
12
12
years of post-secondary education
Work History
Technical Support Representative
iQor
Santa Rosa
02.2021 - Current
- And Technical Expert for Telco Account, Iqor Philippines, iQor is a managed services provider of customer engagement and technology-enabled business process outsourcing (BPO) solutions comprised of 35,000 amazing employees spanning 10 countries
- Help customers with complaints and questions, give customers information about our services, process refund and returns
- As a Technical Expert, once a support ticket is assigned to us, we need to assist in all possible ways to troubleshoot the problem and quickly come up with a solution
- My work as a Technical Rep does not end at just resolving a customer issue
- We also need to follow up with the customer, find out if the solution actually worked, and take note of the customer’s suggestions on what can potentially improve their experience.
BackOffice Specialist
Ibex Global Solutions Philippines Inc
Alabang, Muntinlupa City
06.2019 - 02.2021
- IBEX is a Business Process Outsourcing (BPO) for Fortune500 businesses that help to keep customers and engage new ones with marketing and brand strategies
- Founded in 2002, IBEX focuses on outsourcing blue-chip and start-up businesses and has remained a leader in the constantly changing world of technology
- I handle customers' escalated concerns from the frontline rep via phone, email, and chat
- Whether it's a general inquiry regarding their account, complaints, or the status of the order
- I also get in touch with the merchants and vendors for bulk orders and refunds, missing items
Customer Service Associate
Teleperformance Philippines
11.2018 - 05.2019
- Teleperformance Philippines is an offshore business process outsourcing and contact center company in the Philippines
- I assist and advise customers who may be choosing from a variety of travel options
- Making reservations for customers based on their various requirements and budgetary allowances
- Checking the availability of accommodation or transportation on the customers' desired travel dates
- My primary role is to support customers by providing helpful information, answering questions, and responding to complaints in real-time.
Customer Service Representative
Teletech Philippines
04.2016 - 08.2018
- Teletech Philippines is one of the largest, global customer experience technology and services innovators for end-to-end, digital customer solutions
- The Company delivers leading CX technology and operational CX orchestration at scale through its proprietary cloud-based CXaaS (Customer
- Experience as a Service) platform
- Help customers with complaints and questions, give customers information about products and services, and process returns
- By helping customers understand the product and answering questions about the product and feature, they are sometimes seen as having a role in sales.
Customer Service Associate
Telus International Phils, TELUS International Philippines Inc
12.2013 - 02.2016
- Is a leading provider of business process outsourcing solutions in the Philippine Archipelago
- The company started as a small local company in 2001 with only fifty employees on its roster
- Customer service representatives help customers with complaints and questions, give customers information about products and services, take orders, and process returns.
Customer Service Specialist
ElectraServ Philippines
Makati City
10.2011 - 02.2013
- ElectraServ is a small business outsourcing company that offers customers an online business listing
- Were in we do an outbound call and educate/offer small business owners about the benefits of having their business showing online
- The listings provide information about their business such as the name, address, contact information, associations, and the services and products offered.
Production Operator
Amkor Technology Philippines, Amkor Technology Philippines, Inc
Muntinlupa City
04.1996 - 09.2006
- A Branch of a Singapore Company) provides semiconductor assembly and test services
- The Company offers electro-plated wafer bumping, redistribution layer metalization, high volume, turnkey wafer-level packaging, and integrated passive construction.
Education
Computer Secretary (Vocational - Laguna
Science and Technology
College
06.1994 - 05.2006
Skills
Issue troubleshooting
Network diagnostics
Customer service expert
Windows 10
Complaint resolution
Ticket support system management
Technical Support
Multi-line phone talent
Administrative support
Money handling abilities
CRM
Retail store support
Shipping procedures understanding
Professional telephone demeanor
Creative problem solving
Order fulfillment
Receiving support
Accomplishments
- General Virtual Assistant/Executive Virtual
- Assistant/Customer Service Associate 67 Madrigal Compound, Bagong Silang, San Pedro, Laguna, 4023,
- Philippines
Timeline
Technical Support Representative
iQor
02.2021 - Current
BackOffice Specialist
Ibex Global Solutions Philippines Inc
06.2019 - 02.2021
Customer Service Associate
Teleperformance Philippines
11.2018 - 05.2019
Customer Service Representative
Teletech Philippines
04.2016 - 08.2018
Customer Service Associate
Telus International Phils, TELUS International Philippines Inc
12.2013 - 02.2016
Customer Service Specialist
ElectraServ Philippines
10.2011 - 02.2013
Production Operator
Amkor Technology Philippines, Amkor Technology Philippines, Inc
04.1996 - 09.2006
Computer Secretary (Vocational - Laguna
Science and Technology
College
06.1994 - 05.2006