Microsoft Excel
Mikaela Grace Andaya
Virtual Assistant
Valenzuela, Metro Manila
Summary
Subject Matter Expert and trusted advisor skilled in research, analysis and examination of company technology and standard operating procedures. Interface and collaborate with clients and internal team members, providing consultative enhancement recommendations based on industry research. Improve existing processes, procedures, technical enhancements, resource requirements and stakeholder engagement procedures to align with strategic goals.
Overview
2
2
years of professional experience
Work History
Subject Matter Expert
Sitel / Foundever
11.2022 - 12.2023
- Evaluated existing resources and developed new strategies to maximize effectiveness in addressing identified gaps.
- Developed effective training materials for diverse audiences, resulting in improved skillsets and increased job satisfaction.
- Managed complex projects from inception through completion, delivering high-quality results within tight deadlines.
- Conducted comprehensive assessments of organizational needs, identifying areas for improvement and implementing targeted solutions.
- Collaborated with cross-functional teams to develop innovative solutions, leading to successful project outcomes.
Call Center Customer Service Agent
Eperformax
08.2021 - 08.2022
- Achieved higher first-call resolution rates by utilizing strong problem-solving skills to address customer issues promptly.
- Increased customer retention by offering personalized solutions based on individual needs and preferences.
- Efficiently managed high call volume, effectively addressing customer inquiries and concerns.
- Proactively identified potential system or process inefficiencies; proposed feasible improvements for management consideration.
Education
High School Diploma -
University of The East
Caloocan City, Metro Manila, Philippines 04.2001 -
Skills
Creative solutions
Training and mentoring
Strong analytical skills
Innovative Mindset
Multitasking
Attention to Detail
Adaptability
Data Analysis
Customer Focus
Additional Information
I am very willed in finding out solutions and answer by myself and yet taking advantage in asking question when needed.
I believe that it is good asking question cause it will help in the long run to minimize repetition of the same mistake.
Respect and Integrity is a also a big part of who I am to reassure clients that I can finish my work promptly even when no one is looking.
This is all thanks to people who guided me to be a team player and those who trusted me to lead them. In highlighting an interest in improving their communication skills through public speaking and discussions groups thorough my tenure.
Software
Microsoft Powerpoint
Microsoft Word
Microsoft Offices
CRM Navigation
Graphics Desing
Social Media Management
Interests
Self Improvement
Time management techniques
Communication skills development
Personal Productivity methods
Music, Writing and Movies
To summarize all these hobbies of mine is a form of art and a creative way in expressing emotions.
Majority of the time I work well with music in the background or while listening to music.
Same goes in writing and movies, it is my way in releasing stress and be more positive to handle the next day.
Timeline
Subject Matter Expert
Sitel / Foundever
11.2022 - 12.2023
Call Center Customer Service Agent
Eperformax
08.2021 - 08.2022
High School Diploma -
University of The East
04.2001 -