Noel Salapang
Virtual Assistant
Ipil,Zamboanga Sibugay
Summary
Proven in enhancing customer satisfaction and streamlining operations, I excelled at Applicaa by leveraging technical support and effective communication skills. Expert in ticket management and known for a friendly and patient demeanor, I significantly contributed to team success, achieving a notable increase in resolution efficiency. Detail-oriented, organized, and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success.
Overview
17
17
years of professional experience
Work History
Support Technician
Applicaa
05.2024 - Current
- Walked individuals through basic troubleshooting tasks.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Served as a key point of contact for end-users experiencing technical difficulties, providing clear communication throughout the resolution process.
- Provided exceptional customer service by addressing concerns promptly and professionally, resulting in increased customer satisfaction ratings.
- Used ticketing systems to manage and process support actions and requests.
- Researched product and issue resolution tactics to address customer concerns.
- Documented support interactions for future reference.
Sales Developemnt Representative
Applicaa
04.2022 - 05.2024
- Established relationships with prospects and customers to promote product understanding and drive sales growth.
- Streamlined lead management process by utilizing CRM software to track interactions and maintain organized customer information.
- Developed and maintained positive relationships with key decision-makers and influencers.
- Won new business by articulating full value of company's capabilities to prospects.
- Fostered a competitive yet supportive team environment that encouraged individual growth while driving collective success towards shared goals.
- Maintained high levels of customer satisfaction by providing exceptional support throughout the entire sales process – from initial inquiry to post-sale followup.
- Developed strong relationships with key decision-makers through consistent communication and rapport-building efforts.
Real Estate Cold Caller
Gogo Homebuyers
10.2020 - 03.2022
- Achieved daily call quotas by diligently managing time and prioritizing tasks for maximum efficiency.
- Sourced and pre-qualified leads and identified new business opportunities by dialing daily outbound calls to build partnerships and achieve sales quota.
- Implemented CRM software for better organization and tracking of leads, resulting in improved lead conversion rates.
- Maintained detailed records of calls, outcomes, and follow-up actions for accurate reporting and analysis purposes.
- Stayed up-to-date on industry trends and competitor activities, ensuring well-informed discussions with potential clients.
- Built rapport with prospects, leading to a higher rate of successful follow-up conversations and closed deals.
Fraud Analyst
JP Morgan Chase
06.2016 - 10.2020
- Evaluated customer data to identify and prevent fraudulent activities.
- Tracked fraud cases and monitored trends to develop strategies for prevention.
- Analyzed large amounts of data to find patterns of fraud and anomalies.
- Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
- Conducted thorough investigations on suspicious cases, ensuring timely resolution and minimizing financial impact.
- Performed risk assessments to determine level of fraud risk and prioritize investigations.
Back Office Specialist
Wipro BPO
05.2012 - 12.2015
- Handled complex customer inquiries, resolving issues promptly and professionally while maintaining excellent customer service standards.
- Reduced processing errors with thorough attention to detail and adherence to established protocols.
- Consistently met or exceeded performance metrics, contributing to the overall success of the back office team and company as a whole.
- Served as a reliable point of contact between various departments within the organization, expediting communication flow among teams.
- Interacted with customers by phone, email, or in-person to provide information.
Credit & Collections Specialist
Wipro BPO
06.2009 - 05.2012
- Called customers by telephone to collect past due invoices, verify accuracy of charges or to correct account errors.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Negotiated re-payment plans by identifying causes of delinquent payments to assist in recovery of debt and meet realistic timeframes.
- Counseled debtors on payment options and arranged installment agreements.
- Used probing techniques to determine debtors' reasons for delinquency.
- Responded to customer inquiries and provided detailed account information.
- Contacted customers to discuss past-due accounts and negotiated payment plans.
- Listened to customers and negotiated solutions that met creditor and debtor needs.
Market Research Interviewer
Western Wats Philippines
04.2007 - 05.2009
- Conducted consumer surveys and analyzed purchasing trends.
- Improved overall response rates through rapport-building techniques and empathetic communication skills with respondents.
- Recorded customer survey answers verbatim to achieve 100% accurate reporting.
- Attended pre-shift briefings and meetings to receive up-to-date information and changes in daily scheduling.
- Performed quality control procedures to verify accuracy of spelling and grammar.
- Participated in regular team meetings to discuss project progress, share best practices, and collaborate on strategies for continued success.
- Maintained patience and professionalism despite negative customer interactions.
- Followed strict guidelines to receive unbiased, unprompted responses.
Education
Bachelor of Science - Business Administration
Pilgrim Christian College
Capistrano Akut St., Cagayan De Oro, 9000 Misamis 04.2001 -
Skills
Ticket management
Technical Support
Customer Service
Friendly and Patient
Effective Communication
Goal-oriented mindset
Objection handling
Relationship Building
Attention to Detail
Leads Prospecting
Languages
English
Advanced (C1)
Interests
Making Music
Playing Guitar
Martial Arts
Muay Thai, Singing
Muay Thai is a great way to stay fit and improve self-discipline. I just singing, It allows me to convey emotions, tell stories, and connect with others on a deep level.
Timeline
Support Technician
Applicaa
05.2024 - Current
Sales Developemnt Representative
Applicaa
04.2022 - 05.2024
Real Estate Cold Caller
Gogo Homebuyers
10.2020 - 03.2022
Fraud Analyst
JP Morgan Chase
06.2016 - 10.2020
Back Office Specialist
Wipro BPO
05.2012 - 12.2015
Credit & Collections Specialist
Wipro BPO
06.2009 - 05.2012
Market Research Interviewer
Western Wats Philippines
04.2007 - 05.2009
Bachelor of Science - Business Administration
Pilgrim Christian College
04.2001 -