ROEL "Khloe" VILLAMIL
Customer Service Specialist/Virtual Assistant/Product Specialist
Paranaque City
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Hardworking and passionate job seeker with strong organizational skills eager to secure entry level- Superstar Virtual Assistant position. Ready to help team achieve company goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
9
9
years of professional experience
4
4
years of post-secondary education
Work History
Product Specific Trainer
Eperformax Contact Centers and BPO
Pasay
02.2019 - 01.2023
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Learned and adapted quickly to new technology and software applications.
- Developed strong communication and organizational skills through working on group projects.
- Gained strong leadership skills by managing projects from start to finish.
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Proved successful working within tight deadlines and a fast-paced environment.
- Identified issues, analyzed information and provided solutions to problems.
- Gained extensive knowledge in data entry, analysis and reporting.
- Participated in team projects, demonstrating an ability to work collaboratively and effectively.
Quality Analyst Specialist
Eperformax Contact Centers and BPO
Pasay
03.2018 - 01.2019
- Collaborated with management to provide training on improved processes and assisted with creation and maintenance of quality training.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Developed and maintained quality assurance procedure documentation.
- Created and revised procedures, checklists and job aids to reduce errors.
- Monitored KPIs to proactively address bottlenecks and quality issues.
- Recorded findings of inspection process, collaborating with quality team to implement corrective actions.
- Performed standard first article inspections and random sampling inspections to verify adherence to customer standards.
- Analyzed quality and performance data to support operational decision-making.
Customer Service Specialist
Eperformax Contact Center and BPO
Pasay
08.2016 - 01.2018
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Took payment information and other pertinent information such as addresses and phone numbers to place orders.
- Resolved concerns with products or services to help with retention and drive sales.
- Provided primary customer support to internal and external customers.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Responded to customer requests for products, services, and company information.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Processed customer service orders promptly to increase customer satisfaction.
ESL Teacher
51Talk
Pasig
02.2015 - 07.2016
- Developed and taught ESL curriculum to improve students' conversational abilities.
- Developed activities and integrated technology to diversify instruction.
- Attended workshops to learn about student motivation and engaging learning activities.
- Gave one-on-one attention to each student while maintaining overall focus on entire group.
- Increased ESL students' reading levels by integrating online word games and altering lesson plans for students needing extra guidance.
- Coached students on English pronunciation and intonation for eloquent conversation.
- Used positive reinforcement and provided clear feedback to help students succeed.
- Educated students in basics of English grammar and conversational speaking.
- Promoted critical thinking to build subject engagement and interaction.
- Conducted individualized tutoring sessions for students with additional learning needs.
General Virtual Assistant
Odesk
Bayawan City
01.2014 - 01.2015
- Managed electronic and paper filing systems by updating paperwork, maintaining documents, and accurately recording information.
- Prepared PowerPoint presentations and ran slide shows remotely for virtual meetings.
- Answered and screened calls to provide information, schedule appointments and take detailed messages.
- Completed business correspondence, transcription, and data entry.
- Performed research to collect and record industry data.
Education
Bachelor of Science - Banking And Finance
Negros Oriental State University
Dumaguete City 03.2006 - 03.2010
Skills
Product Specialist
Timeline
Product Specific Trainer
Eperformax Contact Centers and BPO
02.2019 - 01.2023
Quality Analyst Specialist
Eperformax Contact Centers and BPO
03.2018 - 01.2019
Customer Service Specialist
Eperformax Contact Center and BPO
08.2016 - 01.2018
ESL Teacher
51Talk
02.2015 - 07.2016
General Virtual Assistant
Odesk
01.2014 - 01.2015
Bachelor of Science - Banking And Finance
Negros Oriental State University
03.2006 - 03.2010
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