Overview
Work History
Education
Skills
Summary
Timeline
AssistantManager
Philipp Bernard Lucero

Philipp Bernard Lucero

Virtual Assistant
Cebu City,Cebu

Overview

12
12
years of professional experience

Work History

Property Specialist

Keyopp Property Management
San Francisco, CA
11.2021 - 11.2022
  • Process Maintenance Requests
  • Data Entry, Excel/Google Sheets Operation, Invoicing AR/AP utilities, Onboarding Process of new Residents, Email
  • Management, Answering calls, Response to SMS
  • Organize bids on larger projects
  • Leasing Property Market Research and Lead Appointment setting
  • Answers calls order follow-up/ change fulfillment method
  • Process fulfillment reports
  • Reports fulfillment issues
  • Multitasking from billing to complaints resolution
  • Dealing with simple to complex issues
  • Maintained FCR rate at a minimum of 85% KPI and been recognized to be part of the Top 20 Consultants/Representatives achieved to that metric
  • Volunteer of the Year Award 2019- Active Volunteer Telstra
  • Foundation and traveled every year to different places in the country
  • Also been part of the Volunteer Ignite Program since 2017 and volunteered with the foundation since 2015.

General Virtual Assistant

Koala Living
Springvale, VIC
02.2021 - 08.2021

Customer Service Representative

Telstra International Phils. Inc
Cebu City, Cebu
09.2017 - 01.2021
  • Profile
  • An adaptable and personable team player focused on providing exceptional customer service every time
  • Willing to work flexible schedules
  • Service-focused representative bringing unparalleled skills in customer relations, task prioritization, and time management
  • Motivated to directly and efficiently address customer concerns head-on, develop proactive solutions, and implement corrections with efficiency
  • Retained accounts by addressing potential cancellations and offering catered solutions to maintain account status
  • Offered internal and external customers first-rate customer service to maximize satisfaction and business success
  • Surpassed performance goals by approaching all interactions with resourcefulness, organization and customer-centric solutions
  • Managed complex transnational and emotional customer situations promptly and professionally while meeting service commitments
  • One of top 20 performing agents Sept, Oct and Nov 2014.

Customer Service Representative

Telstra Powered By Teletech
Cebu City, Cebu
01.2015 - 09.2017
  • Trainings and Certifications:
  • Product Training - Virtual Support for Messaging and online chat

Customer Service Specialist

Sykes Asia Inc
Cebu City, Cebu
04.2013 - 01.2015
  • Consulted with customers to determine best methods to resolve service constraints
  • Created implemented process improvements to reduce workloads and bolster callback efficiency.

Customer Service Representative

Qualfon Philippines Inc
Cebu
08.2012 - 02.2013
  • Assessed and tested calls
  • Understand their scenarios suggesting newer and better practices to improve the quality of call.

Quality Assurance Specialist

Direct Access Inc
Cebu
04.2011 - 07.2012
  • Troubleshoot daily printers and software to Image Processing group
  • Promote products that may improve and help solve their issues

Technical Support Representative

Teletech
Mandaue
11.2010 - 02.2011
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
  • Have assigned to many pilot programs to help improve the value of service to consumer
  • Handle case management to customer complaints
  • Closed many complaints cases with the productive rate highest recorded on Nov

Education

Associate Graduate - Marine Transportation

University Of Cebu
2012-03

Skills

  • Multitasking
  • Experience to support the
  • Operation's floor/ mentoring
  • Customer relations
  • MS Office proficiency
  • Experience and skills for
  • Google Docs, sheets, and slides
  • Experience, certification and
  • Skill using CRMs (ie
  • Salesforce, Dynamics365
  • Service Standard compliance
  • Experience to handle
  • Escalations and recovery
  • Resolution selling
  • Intermediate skills in Canva
  • Has skills using Filmora
  • Can do email management
  • Task organization
  • Simple,Trello, Google
  • Calendar
  • Tool Integration: Zapier

Summary

  • Detail-oriented and organized Property Manager effective at managing personnel, property and special projects. Dedicated to interacting with property office and maintenance staff to manage on-site activities. Focused on achieving occupancy goals and working closely with property owners and decision-makers for various needs.
  • Diligent and reliable Hand Packer successful at handling high-volume, physically-challenging work, standing for long periods, and moving with ease. Excellent physical stamina, teamwork capabilities, and communication skills. Dedicated to surpassing production goals and maximizing customer satisfaction every day.
  • Results-oriented professional with a diverse background in management and customer service. Proven to conceptualize, plan and manage successful business operations. Additional experience in customer service in retail banking, parcel delivery service operations and inventory management. Dedicated, well-organized, highly communicative, and detail-oriented.

Timeline

Property Specialist

Keyopp Property Management
11.2021 - 11.2022

General Virtual Assistant

Koala Living
02.2021 - 08.2021

Customer Service Representative

Telstra International Phils. Inc
09.2017 - 01.2021

Customer Service Representative

Telstra Powered By Teletech
01.2015 - 09.2017

Customer Service Specialist

Sykes Asia Inc
04.2013 - 01.2015

Customer Service Representative

Qualfon Philippines Inc
08.2012 - 02.2013

Quality Assurance Specialist

Direct Access Inc
04.2011 - 07.2012

Technical Support Representative

Teletech
11.2010 - 02.2011

Associate Graduate - Marine Transportation

University Of Cebu

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