MA. VICTORIA PAULA SILLEZA-INOCENCIO
Virtual Assistant & Customer Service Specialist
Pasig City
Summary
Experienced in a variety of customer-focused roles spanning from virtual assistance to banking, marketing, and tech support. Skilled in providing comprehensive email and phone support across major platforms like Amazon, Walmart, eBay, and BestBuy, with a keen eye for detail and a proactive approach to problem-solving. Proficient in social media management, content creation, and engagement strategies, coupled with a proven ability to thrive in fast-paced environments. With a solid foundation in customer service procedures and policies development, I bring adaptability, efficiency, and an unwavering commitment to excellence to every role.
Overview
15
15
years of professional experience
6
6
years of post-secondary education
Work History
VIRTUAL ASSISTANT
JBU Global
10.2020 - 12.2023
- Specializing in comprehensive email and phone support across platforms such as AMAZON, Walmart, eBay, and BestBuy, I handle diverse tasks
- This includes monitoring Amazon listings, reviewing customer feedback, and researching areas for product enhancement
- Additionally, I actively manage our social media presence on Facebook and Instagram, responding to messages and curating engaging content
- Proficient in reporting, processing replacements, and addressing additional tasks assigned by my superior, I thrive in dynamically learning and adapting to unfamiliar challenges.
BANK REPRESENTATIVE
WNS Global Solution
02.2017 - 11.2020
- Handling customers in effectively managing their accounts, offering detailed insights into balances and deductions
- Additionally, our support extends to facilitating manual fund transfers and ensuring seamless payment processes
- With a decade of dynamic experience in BPO, I have navigated the field of Customer Service, Tech Support, Travel, and Banking, contributing significantly to each domain
- My role extended to the Quality team, ensuring excellence in service delivery
- Amidst the pandemic, I seamlessly transitioned to a virtual assistant role, accumulating three years of invaluable experience
- My professional journey is characterized not only by the duration of service but also by notable achievements, refined skills, and an unwavering dedication to excellence, distinguishing me in any professional setting.
MARKETING REPRESENTATIVE
Tata Consultancy Services PH
10.2014 - 09.2017
- We specialize in assisting individuals seeking to refinance, providing expert guidance and tailored solutions through our company's services.
TRAVEL & TECH SUPPORT REPRESENTATIVE
Aegis People Support
04.2011 - 09.2014
- I initially excelled in booking rooms for Hilton Hotels, specializing in the vibrant hospitality scene of Florida
- Following this, my trajectory took a turn, leading me to a dynamic role as a tech support specialist for Vtech phones
- Notably, my journey extended to the Quality Team, ensuring top-notch service until Vtech underwent a strategic transfer to a different center.
CUSTOMER SERVICE REPRESENTATIVE
PNI-KMPG INC
05.2009 - 04.2010
- Developed and implemented customer service procedures and policies.
Education
BACHELOR OF SCIENCE IN NURSING -
ICCT College of Nursing
01.2007 - 04.2010
BACHELOR OF SCIENCE IN HOTEL AND RESTAURANT MANAGEMENT - undefined
Asian Development Foundation College
01.2005 - 04.2007
Skills
Communication
Organization
Multitasking
Problem solving
Customer service
Technical proficiency
Attention to detail
Document Preparation
Meeting Scheduling
File Organization
Social Media Updating
References
Provided upon request
Timeline
VIRTUAL ASSISTANT
JBU Global
10.2020 - 12.2023
BANK REPRESENTATIVE
WNS Global Solution
02.2017 - 11.2020
MARKETING REPRESENTATIVE
Tata Consultancy Services PH
10.2014 - 09.2017
TRAVEL & TECH SUPPORT REPRESENTATIVE
Aegis People Support
04.2011 - 09.2014
CUSTOMER SERVICE REPRESENTATIVE
PNI-KMPG INC
05.2009 - 04.2010
BACHELOR OF SCIENCE IN NURSING -
ICCT College of Nursing
01.2007 - 04.2010
BACHELOR OF SCIENCE IN HOTEL AND RESTAURANT MANAGEMENT - undefined
Asian Development Foundation College
01.2005 - 04.2007