PAMELA MOLO
Virtual Assistant
Cebu City,CEB
Summary
Organized Virtual Assistant dedicated to improving accuracy and efficiency by maintaining and developing administrative and procedural processes. Focused and communicative individual possessing superb data entry, time management and customer service skills. Offering relative experience providing quality administrative support to clients.
Overview
6
6
years of professional experience
Work History
Virtual Assistant
- Acquisitions Quality Control, Real Estate
- Gathered data of past appointments through Jotform and tracked appointments status using Google sheets
- Updated CRM and uploaded photos using Dropbox
- Data entry for appointment update in a daily basis
- Created and ran daily, weekly and monthly reports of the acquisitions team
- Reviewed status of properties using MLS
- Managed social media accounts
Collections Representative
- Handled outbound and inbound calls surrounding consumer past due credit card accounts
- Setup payment arrangements and helped bring past due accounts current
- Made use of problem solving and decision making skills to achieve highest level of customer satisfaction
- Complied with overall call quality standards
Collections Engagement Specialist
Synchrony Global Services
09.2020 - 10.2021
- Organized multiple projects and collections engagement activities simultaneously
- Built relationships with collections business leaders and employees
- Delivered creative and engaging presentations using Microsoft PowerPoint
- Collections Performance Specialist Rotation
- Mentored assigned team of frontline collectors with customer experience, policy, and procedure
- Worked with senior leaders and identified possible training gaps or additional training opportunities
- Conducted call monitoring, delivered feedback and coaching sessions
Customer Experience Representative
TDCX
02.2020 - 05.2020
- Provided outstanding customer service to hosts and customers about booking and travelling, hostings stays, and hosting experiences through email and live chat
- Maintained detailed listing information, schedule, reservations, and explained listing requirements and policies
- Accurately made changes with Airbnb bookings and setting updated reservations
Subject Matter Expert
Eperformax Contact Centers
04.2018 - 02.2020
- Served as floorwalker who assisted new hires and provided real time support
- Assisted team leaders during coaching sessions and refresher training
- Handled escalated calls and provided excellent resolution
- Gained leadership skills through learning evolution and advancement program
Customer Service Representative
Teleperformance
03.2017 - 03.2018
- Received inbound calls about billing and provided excellent customer service
- Utilized problem solving skills and provided technical support to customers
- Handled complex issues and worked with customers to ensure all billing disputes were resolved, Interacted with customers in a daily basis by assisting them with services such as setting up checking and savings accounts
- Exceeded performance and productivity targets by handling every interaction with good organizational and relationship building skills
- Accurately processed changes on customer accounts and kept confidentiality when obtaining debit card or checking account information
- Awarded as the top banker of the entire site for consistently exceeding expectations
Customer Service Representative
Concentrix
08.2016 - 01.2017
- Handled inbound calls from customers and initiated callbacks when necessary
- Provided technical support for setting up online accounts for online streaming services, car installation of products, and troubleshoot stand alone services
- Learned sales techniques through training sessions
- Recognized as top seller for consistently meeting or exceeding monthly sales quota
Customer Service Representative
Qualfon Cebu Inc
07.2015 - 08.2016
- Provided daily supplemental support by answering inbound calls in a timely and professional manner
- Provided technical support by identifying issues and explained solutions to restore service
- Received escalated calls and provided resolution in a timely manner
Education
Bachelor of Science - Civil Engineering
Bohol Island State University
Tagbilaran CitySkills
Email and chat communicationOnline researchSeller lead managementCold calling and appointment settingSocial media administrationBasic property management administration
Records management
Scheduling and calendar management
Social media knowledge
Credit and collections
Office administration
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
The person who says it cannot be done should not interrupt the person who is doing it.
Chinese proverb
Timeline
Collections Engagement Specialist
Synchrony Global Services
09.2020 - 10.2021
Customer Experience Representative
TDCX
02.2020 - 05.2020
Subject Matter Expert
Eperformax Contact Centers
04.2018 - 02.2020
Customer Service Representative
Teleperformance
03.2017 - 03.2018
Customer Service Representative
Concentrix
08.2016 - 01.2017
Customer Service Representative
Qualfon Cebu Inc
07.2015 - 08.2016
Virtual Assistant
Collections Representative
Bachelor of Science - Civil Engineering
Bohol Island State University