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
Product Team Leadership
Course planning
Student rapport
Online instruction
Online training experience
Quality assurance
Negotiation
Inbound and outbound calling
Account management
Receiving support
Sales expertise
CRM
Scripted calls
Product and service knowledge
Sales proficiency
Outbound and inbound calls
Cold Calling
Administrative support
Appointment Scheduling
Fluency in English
Transcription and dictation
Office management
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