Neljun Gonzales
General Virtual Assistant/ Executive Virtual Assistant
Dumanjug, Cebu
Summary
- A positive, responsible and highly driven individual with 3 years of working experience as a Virtual Teacher and Customer Service Representative (Supervisor) fully equipped with knowledge and skills in creating online presentations (e.g. Canva), word-processing skills, spreadsheets (e.g. MS Office), desktop sharing and cloud services, and expert in online calendars (e.g. Google Calendar)
- An enthusiastic customer service representative in BPO (Sykes Agency) with good grasp of customer service, with professional demeanor and superior attention to detail who became the top agent on the team. Took the qualification of TICO (Travel Industry Council of Ontario) and successfully passed the TICO Education Standards Exam and got promoted as Supervisor
- A supervisor's role is to respond to escalated calls and emails from agents. Answer inbound and outbound calls in a timely and friendly manner. Evaluate problems and address various complaints from callers by providing proper solutions to them. Approve pending payments of guest's reservation. Book travel and accommodations of guests. Offer both customer service and sales to customers as the first point of contact. Send email notifications and reminders in preparation for their pre-travel bookings. Lastly, respond to customer's needs and provide personalized service
- The mission and goal are to lead the clients in reaching their desired long-term objectives and goals. To become a productive contributor while delivering high-quality results which the client has set. By providing the most highly profitable sales and excellent customer service to the client's E-commerce business platforms and other forms of good business with time management, attention to every detail, and prioritize every task to drive positive and sustainable cash flow for the client's company or business
Overview
3
3
years of professional experience
4
4
years of post-secondary education
Work History
Customer Service Representative (Supervisor)
Sykes Asia Inc - Cebu
Cebu City, Philippines 6000
07.2021 - 08.2022
- SYKES is leading provider of digital marketing and Business Process Outsourcing (BPO) Services to some of World’s Biggest Companies. It provides support in fields of communication and technology, financial services, healthcare, transportation, and leisure industries
- As Customer Service Supervisor, I made sure to attend and respond to escalated calls and emails from agents and customers. My job is to guide these agents on how to solve customer's concerns through consultations and provide proper solutions to them. I also answer inbound and outbound calls by providing service or offering sales to guests through booking travel accommodations. Our team have handled average of 30-40 customer calls per day to address customer inquiries and concerns, increased monthly sales by 10-20% and became top performing team
Junior High School Teacher
St. Ignatius de Loyola Cognition Academy, Inc.
Talisay City, Cebu, Philippines 6045
06.2019 - 06.2021
- St. Ignatius de Loyola Cognition Academy, Inc is school dedicated in giving quality education in preschool, elementary and junior high school in Talisay City, Cebu, Philippines
- My role and responsibilities include planning and executing instructional lessons, assessing students based on specific objectives derived from set curriculum, and communicating with parents
- Proven experience as Virtual Teacher expert in creating online presentations (e.g. Canva), word-processing skills, spreadsheets (e.g. MS Office), desktop sharing and cloud services, and knowledge of online calendars (e.g. Google Calendar)
Education
Bachelor of Science - Biological Sciences
Cebu Normal University - Main Campus
Osmeña Blvd, Cebu City, Cebu, Philippines 6000 06.2015 - 05.2019
Skills
Communication Skills
Project Management
Product Research
Effective Time Management
Attention to Detail
Customer Service Skills
Computer Skills
Analytical and Problem-Solving skills
Ability to Work Under Pressure
Organizational Skills
Timeline
Customer Service Representative (Supervisor)
Sykes Asia Inc - Cebu
07.2021 - 08.2022
Junior High School Teacher
St. Ignatius de Loyola Cognition Academy, Inc.
06.2019 - 06.2021
Bachelor of Science - Biological Sciences
Cebu Normal University - Main Campus
06.2015 - 05.2019
Part Time Job
Amazon Product Researcher | June 2021 - December 2021
- RGM GROUP - Beauty and Personal Care (Pears Natural Glycerine Transparent Soap)
- It is a Top Rated seller trusted by more than fourty thousand Amazon.com customers in the US
- They have been selling on the Amazon.com marketplace since 2016. They sell OxiClean, Bar Keepers Friend, Arm & Hammer, Swiffer, Nestle, and other brands products. They offer Prime shipping for the hundreds of products they have in stock
Clerical Aide - COMELEC | January 2015 - June 2015
- Receive and respond to questions from the public with regard to voter registration and the voting process
- Assist in coordinating the people, materials, and equipment necessary to implement the election
- Assist with maintaining and updating the voters’ list
Training / Courses
- Amazon Online Arbitrage - 2022
- Basic Wordpress - 2022
- Copywriting - 2022
- Facebook Ads - 2022
- Google Ads - 2022
- Graphic Design - 2022
- Social Media Management - 2022
References
- Jayson O. Mendoza (Sykes Asia Inc. - Cebu) +639152052500 - jmazodne35@gmail.com
- Honeylin Niño Daan (Ryzen Solutions - Cebu) +639611216008 - Honey22daan@gmail.com
- Stiela Mae Jacinto (Inayawan National High School) +639456933956 - stielamaejacinto7@gmail.com
- Mary Grace Malazarte (Sykes Asia Inc. - Cebu) +639455986925 - graceybby14@gmail.com
- Celestemari Echavez (Sykes Asia Inc. - Cebu) +639438654101 - macelchavz@gmail.com
- Mary Elizabeth Mediodia (Sykes Asia Inc. - Cebu) +639455367385 - elai.v.med@gmail.com
Part Time Job
Amazon Product Researcher | June 2021 - December 2021
- RGM GROUP - Beauty and Personal Care (Pears Natural Glycerine Transparent Soap)
- It is a Top Rated seller trusted by more than fourty thousand Amazon.com customers in the US
- They have been selling on the Amazon.com marketplace since 2016. They sell OxiClean, Bar Keepers Friend, Arm & Hammer, Swiffer, Nestle, and other brands products. They offer Prime shipping for the hundreds of products they have in stock
Clerical Aide - COMELEC | January 2015 - June 2015
- Receive and respond to questions from the public with regard to voter registration and the voting process
- Assist in coordinating the people, materials, and equipment necessary to implement the election
- Assist with maintaining and updating the voters’ list
Training / Courses
- Amazon Online Arbitrage - 2022
- Basic Wordpress - 2022
- Copywriting - 2022
- Facebook Ads - 2022
- Google Ads - 2022
- Graphic Design - 2022
- Social Media Management - 2022
References
- Jayson O. Mendoza (Sykes Asia Inc. - Cebu) +639152052500 - jmazodne35@gmail.com
- Honeylin Niño Daan (Ryzen Solutions - Cebu) +639611216008 - Honey22daan@gmail.com
- Stiela Mae Jacinto (Inayawan National High School) +639456933956 - stielamaejacinto7@gmail.com
- Mary Grace Malazarte (Sykes Asia Inc. - Cebu) +639455986925 - graceybby14@gmail.com
- Celestemari Echavez (Sykes Asia Inc. - Cebu) +639438654101 - macelchavz@gmail.com
- Mary Elizabeth Mediodia (Sykes Asia Inc. - Cebu) +639455367385 - elai.v.med@gmail.com