Hi, I’m
ZARAH JANE ENERO
Virtual Assistant/Customer Service
Naga
Summary
To obtain a good position in corporate world and to share my skills and knowledge and to work enthusiastically to achieve company's vision. KEY STRENGTH Skilled at balancing and prioritizing multiple tasks to meet deadlines. Highly organized and able to prioritize effectively – detail – oriented. Knowledgeable and resourceful. A self-motivated professional. Insightful – high motivated to learn and experience. Proven ability to lead people. Empower team to maximize diverse talents.
Overview
17
years of professional experience
Work History
Integrated Branding SolutionsNaga
VA Admin/Customer Service
05.2022 - 05.2024
Job overview
- Managed multiple projects simultaneously while adhering to strict deadlines.
- Provided technical support to customers over the phone or in person.
- Maintained accurate records of customer interactions, transactions and inquiries.
- Resolved customer complaints quickly and efficiently.
- Answered incoming calls promptly and professionally.
- Maintained customer records and updated them as necessary.
- Processed payments for products and services rendered.
StepOne
Customer Service Representative
09.2023 - 04.2024
Job overview
- Tracked orders from start to finish to ensure timely delivery of goods or services.
- Provided accurate information about products and services to customers.
- Maintained a high level of professionalism when dealing with difficult customers.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
LSC Creative
General Virtual Assistant
01.2023 - 11.2023
Job overview
- Managed calendars, emails, and phone calls to ensure timely responses.
- Maintained a database of contact information for clients, vendors, and other stakeholders.
- Provided administrative support such as data entry, filing, scanning, photocopying.
- Conducted online research to identify potential new customers or leads.
Sutherland Global Services Inc
Associate Manager/ Team Manager
12.2017 - 11.2022
Job overview
- Coordinated resources from stakeholders and mapped out project deliverables
- Oversaw training and onboarding process for all newly hired employees
- Mentored and supported employees to create strong workplace culture
- Kept records accurate, detailed and fully compliant with reporting requirements to meet state, local and federal housing requirements
- Remedied issues and conflicts among workers using negotiation and active listening
- Conducted property showings to highlight features, answer questions and redirect concerns to close contracts
- Oversaw monthly collections and maintained high payment rates by building positive relationships with tenants.
GD TilesAustralia
Marketing Consultant
05.2022 - 07.2022
Job overview
- Developed technical and non-technical marketing presentations, public relations campaigns, articles and newsletters
- Conducted market research and reported on clients' competition
- Planned and executed events and marketing programs to increase qualified leads
- Achieved client vision and marketing objectives by collaborating with various departments.
Sutherland Global Services Inc
Subject Matter Expert/ Lead Account Management
07.2017 - 11.2017
Job overview
- Handling escalated cases from Tier1
- Collaborated with management to identify and prioritize new development concepts
- Supported enterprise and business goals by introducing new product and service offerings
- Analyzed business problems, identifying root causes and developing robust solutions
- Monitored and tracked user progress to identify improvement opportunities
- Worked with multidisciplinary teams in new product rollout, effectively addressing inquiries and troubleshooting issues
- Developed and presented business cases, presentations and reports to senior management.
Sutherland Global Services Inc
Sales and Retention Specialist
03.2015 - 08.2016
Job overview
- Utilized knowledge of customer experience to create specialized plans for customer retention
- Developed new strategies for customer retention activities
- Utilized advanced skills in solving problems and making accurate decisions to implement strategies that brought about immediate results
- Documented performance review schedule and monitored management for timely completion
- Implemented employee incentive programs to promote positive work culture and increase retention
- Adhered to appropriate legal scripting when required
- Reviewed successes and failures to learn from previous mistakes.
Sutherland Global Services Inc
Customer Service Representative
01.2011 - 03.2015
Job overview
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Provided primary customer support to internal and external customers
- Clarified customer issues and determined root cause of problems to resolve product or service complaints
- Responded to customer requests for products, services and company information
- Answered customer telephone calls promptly to avoid on-hold wait times
- Offered advice and assistance to customers, paying attention to special needs or wants
- Answered product and service questions, suggesting other offerings to attract potential customers
- Recommended products to customers, thoroughly explaining details
- Updated account information to maintain customer records
- Collected and analyzed customer information to prepare product or service reports.
Jollibee Panganiban Drive Naga CityNaga
Cashier/Service Crew
05.2007 - 05.2010
Job overview
- Helped customers complete purchases, locate items and join reward programs
- Operated cash register for cash, check and credit card transactions with excellent accuracy levels
- Answered questions about store policies and addressed customer concerns
- Provided friendly service and assistance to clients promote customer loyalty, satisfaction and sales.
Education
Communication Development Institute
Bachelor of Science from Computer Science
01.2010
Colegio Del Santisimo Rosario
01.2006
Skills
- Consumer behavior
- Campaign development
- Sales Reporting
- Research methods
- Strategy development
- Employee training
- Communications management
- Record Keeping
- Fact-checking
- Customer demographics
- Sales forecasting
- Client Relationship Building
- Escalation management
- Goal-oriented mindset
- Technical Support
CRM and Tools Expertise
- Salesforce
- Shopify
- Vcita
- Monday
- LMS
- Incotact
- Oracle
- Customer Support Tools
- Ring Central
- QAD
- Webcenter
Keystrength
Skilled at balancing and prioritizing multiple tasks to meet deadlines. Highly organized and able to prioritize effectively – detail – oriented. Knowledgeable and resourceful. A self-motivated professional. Insightful – high motivated to learn and experience. Proven ability to lead people. Empower team to maximize diverse talents.
Timeline
Customer Service Representative
StepOne
09.2023 - 04.2024
General Virtual Assistant
LSC Creative
01.2023 - 11.2023
VA Admin/Customer Service
Integrated Branding Solutions
05.2022 - 05.2024
Marketing Consultant
GD Tiles
05.2022 - 07.2022
Associate Manager/ Team Manager
Sutherland Global Services Inc
12.2017 - 11.2022
Subject Matter Expert/ Lead Account Management
Sutherland Global Services Inc
07.2017 - 11.2017
Sales and Retention Specialist
Sutherland Global Services Inc
03.2015 - 08.2016
Customer Service Representative
Sutherland Global Services Inc
01.2011 - 03.2015
Cashier/Service Crew
Jollibee Panganiban Drive Naga City
05.2007 - 05.2010
Communication Development Institute
Bachelor of Science from Computer Science
Colegio Del Santisimo Rosario
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