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Do you NEED someone capable and skilled to help manage your operations and streamline your processes for optimized growth?

Then maybe we could be a good fit!

Here's a list of my top skills, tools and applications that am quite adept at.

•    Remote Collaboration
o    Working as a Virtual Assistant for 1 year and 6 months
o    I also have over 15 years combined experience working in a corporate setup handling customer care, quality management, process development and improvement, performance management, and operations support
o    Collaborated with international teams, different platforms and various time zones

•    Social Media Management
o    I have been working with Social Media for myself and my clients
o    Setting up business accounts/pages, scheduling and updating posts, creating headers and images
o    Creating images and promoting posts on Facebook and various platforms

•    FB Ads and Email Marketing
o    Running FB Ads, from set up to analytics
o    Setting up, automating and integrating email campaigns, auto-responders and reporting
o    Conducting market research and coming up with niche-specific dossiers

•    Ability to learn and use various software programs to make projects, and our lives, organized
o    Facebook, Twitter, Instagram, Pinterest and LinkedIn
o    CRM tools such as Zoho, Greenhouse (real estate) – for maintaining relevant customer information and communications
o    Later – for scheduling social media contents in bulk or as requested/needed
o    Microsoft Office Suite – have been using this for years and couldn’t live without it
o    Mail Chimp, ActiveCampaign - to create campaigns and automations
o    ClickFunnels and EasyVSL – for creating websites/sales funnels and marketing videos
o    Drop Box, Google Drive, Box, Beehive, Sharepoint, Filezilla – for file management and sharing
o    Asana and Trello– for project organization
o    Perfect Audience – retargeting FB Ads audiences
o    Qwaya – bulk creation and publishing of FB Ads
o    Canva, Crello, PiktoChart – for creating graphics for social media posts/contents
o    Lucid Chart and Heflo for process mapping and technical documentation
o    Xero (intermediate skills) – for bookkeeping
o    Zoho Desk, Freshdesk, Remedy, JIRA – for ticket/incident management

•    Very geeky, savvy and passionate about technology, apps and software – Favorite tool: Zoho Suite
•    Strong ability to learn quickly and strong desire to figure stuff out! Google and Help can be your best friend!
•    Maintain flexibility in order to respond to urgent requests and priority issues
•    FUN, friendly, passionate, respectful person that always maintains a can-do attitude
•    Maintained my passion, my creativity, my respect and my energy for the Virtual assistance world!

Let me know if you are free for a quick chat and we could see if we are fit to work together!","rawText":"Want to scale your business but don't want anything falling through the cracks? Do you NEED someone capable and skilled to help manage your operations and streamline your processes for optimized growth? Then maybe we could be a good fit! Here's a list of my top skills, tools and applications that am quite adept at. • Remote Collaboration o Working as a Virtual Assistant for 1 year and 6 months o I also have over 15 years combined experience working in a corporate setup handling customer care, quality management, process development and improvement, performance management, and operations support o Collaborated with international teams, different platforms and various time zones • Social Media Management o I have been working with Social Media for myself and my clients o Setting up business accounts/pages, scheduling and updating posts, creating headers and images o Creating images and promoting posts on Facebook and various platforms • FB Ads and Email Marketing o Running FB Ads, from set up to analytics o Setting up, automating and integrating email campaigns, auto-responders and reporting o Conducting market research and coming up with niche-specific dossiers • Ability to learn and use various software programs to make projects, and our lives, organized o Facebook, Twitter, Instagram, Pinterest and LinkedIn o CRM tools such as Zoho, Greenhouse (real estate) – for maintaining relevant customer information and communications o Later – for scheduling social media contents in bulk or as requested/needed o Microsoft Office Suite – have been using this for years and couldn’t live without it o Mail Chimp, ActiveCampaign - to create campaigns and automations o ClickFunnels and EasyVSL – for creating websites/sales funnels and marketing videos o Drop Box, Google Drive, Box, Beehive, Sharepoint, Filezilla – for file management and sharing o Asana and Trello– for project organization o Perfect Audience – retargeting FB Ads audiences o Qwaya – bulk creation and publishing of FB Ads o Canva, Crello, PiktoChart – for creating graphics for social media posts/contents o Lucid Chart and Heflo for process mapping and technical documentation o Xero (intermediate skills) – for bookkeeping o Zoho Desk, Freshdesk, Remedy, JIRA – for ticket/incident management • Very geeky, savvy and passionate about technology, apps and software – Favorite tool: Zoho Suite • Strong ability to learn quickly and strong desire to figure stuff out! Google and Help can be your best friend! • Maintain flexibility in order to respond to urgent requests and priority issues • FUN, friendly, passionate, respectful person that always maintains a can-do attitude • Maintained my passion, my creativity, my respect and my energy for the Virtual assistance world! Let me know if you are free for a quick chat and we could see if we are fit to work together!","canEdit":false,"editUrl":"https://www.workana.com/freelancer/ba32d99020b16ccdcba0cfa6527e1721/profile/description","g11n":{"edit":"Edit","save":"Save","cancel":"Cancel","warning":"Warning: Don't share contact information or you may be blocked.","expandText":"View more","collapseText":"View less","infoImg":"

","placeholder":"In a few words, sum up what best defines you as a professional. Show the world what you have to offer and give direction to your freelance career. Ex: Image and sound designer specializing in institutional videos and photo retouching."},"validation":{"required":true,"min":20}},"history":{"section":"history","title":"Work experience","dangerouslyWillBeRenderAsHtml_text":"Skills

•    Customer Care (Support, CSAT Management, VOC)
•    Process Improvement
•    Virtual Assistance
•    Systems Implementation
•    Policy Development
•    Audit and Compliance Management
•    Quality Management
•    Reports and Analyses
•    Knowledge-based system management
•    Technical Documentation (SOPs, WIs, Process Mapping)
•    Performance Management
•    Team Leadership
•    Access Management

Work History

Upwork Global Inc.
Remote

Freelancer 2018 - Present
Provide customer support and facilitate client on-boarding and system integrations.
Virtually assist clients with social media content and ads management, sales funnels creation to monitoring, reports generation and analysis, expense monitoring and bookkeeping, email and schedule management, research, and other administrative support.

Aktus Global Management, Inc.
Ortigas, Mandaluyong City, Philippines

Systems Implementation Head                               2017 - 2018
Set up the company policy management framework. Worked with department heads in the policy creation, implementation and compliance monitoring. Ensured alignment of the policies towards the company mission and vision. Reviewed compliance, performance and strategic skills of teams; suggest initiatives for process improvement; and facilitate the transition to project owners. Determined the benchmark, TBAs, and proposed action plans for achieving the set goals of all teams.

Achievements:
•    Set up/revamped the policy management framework of the company within three months of being assigned as the Systems Implementation Head.
•    Developed and implemented various policy across different teams and firm initiatives.
•    Monitored, analyzed, and reported employee compliance and performance based on the designed key performance indices. Suggested process improvement initiatives.
•    Delivered policy orientation and systems training across different groups.

Assistant Operations Manager                               2017 - Present
Mapped, implemented, measured and controlled various Customer Happiness and IT Helpdesk processes and initiatives. Analyzed and rolled out training programs for CH and ITHD Teams. Determined the benchmark, TBAs, and proposed action plans for achieving the set goals of both teams.

Achievements:
•    Established the CHT Issue and IT Helpdesk Ticket Handling Processes.
•    Set up the KPIs for both team.
•    Created the Recruitment to Onboarding Processes, which saved approximately 20% in time charges.
•    Spearheaded identification of Training Needs Analyses and suggested programs for the coaching and mentoring initiatives.
•    Delivered regular training for Customer Service, Process Mapping and Improvement.
•    Consulted on various programs: IT Security, Access Management, Records and Documents Management, Knowledge-based Management, and Service Quality Management and Performance Management of the company.

Oracle (Phils.) Corporation – Health Sciences Global Business Unit
BGC, Taguig City, Philippines

Quality Analyst                                      2015 - 2017
Mentored and monitored Tier II engineers’ tickets and emails and closely assisted in their development and training, in compliance with the established quality targets and department’s standards/SOPs. As an ad hoc, managed the access termination of employees leaving the organization or transferring to other business units.

Achievements:
•    Developed initiatives to manage and utilize KB articles; enhance the triaging process; and shorten ticket turnaround timelines.
•    Delivered in-depth reports and feedback that boosted the teams’ QA and CSAT performance.
•    Trained QAs and team managers CSAT platform.
•    100% compliance in processing termination and transfer checklists for both FTEs and contractors.

Merlin Information Systems Philippines, Inc.
McKinley Hill Cyberpark, Taguig City, Philippines

Quality Assurance Specialist                                     2011 – 2015
Evaluated tickets handled by Tier II engineers and Tier 1 analysts, analyzed trending behavior and provided feedback to address the top drivers.

Achievements:
•    Recognition for increased team compliance with the processes and error reduction
•    Structured the process for negative customer experience investigation, follow up and documentation.
•    POC for the Customer Dissatisfaction Process
•    Trained support teams and managers on the QA and CSAT programs

Transcom Worldwide Philippines, Inc.
Pasig City, Philippines

Quality Assurance Specialist                                    2008 - 2011
Audited and analyzed call trends using key point indicators, coach agents, process design and development to enhance the campaign, and validated and certified new representatives. Managed the training of quality assurance specialists for the trial audit process.

Achievements:
•    Improved order fulfillment process for Inbound Sales teams.
•    Restructured the QA and CSAT process
•    100% compliance in new Quality Assurance Specialists’ on-boarding, training validation of agents, investigation of client escalations and exceptional service nominations and focused monitoring.","rawText":"Skills • Customer Care (Support, CSAT Management, VOC) • Process Improvement • Virtual Assistance • Systems Implementation • Policy Development • Audit and Compliance Management • Quality Management • Reports and Analyses • Knowledge-based system management • Technical Documentation (SOPs, WIs, Process Mapping) • Performance Management • Team Leadership • Access Management Work History Upwork Global Inc. Remote Freelancer 2018 - Present Provide customer support and facilitate client on-boarding and system integrations. Virtually assist clients with social media content and ads management, sales funnels creation to monitoring, reports generation and analysis, expense monitoring and bookkeeping, email and schedule management, research, and other administrative support. Aktus Global Management, Inc. Ortigas, Mandaluyong City, Philippines Systems Implementation Head 2017 - 2018 Set up the company policy management framework. Worked with department heads in the policy creation, implementation and compliance monitoring. Ensured alignment of the policies towards the company mission and vision. Reviewed compliance, performance and strategic skills of teams; suggest initiatives for process improvement; and facilitate the transition to project owners. Determined the benchmark, TBAs, and proposed action plans for achieving the set goals of all teams. Achievements: • Set up/revamped the policy management framework of the company within three months of being assigned as the Systems Implementation Head. • Developed and implemented various policy across different teams and firm initiatives. • Monitored, analyzed, and reported employee compliance and performance based on the designed key performance indices. Suggested process improvement initiatives. • Delivered policy orientation and systems training across different groups. Assistant Operations Manager 2017 - Present Mapped, implemented, measured and controlled various Customer Happiness and IT Helpdesk processes and initiatives. Analyzed and rolled out training programs for CH and ITHD Teams. Determined the benchmark, TBAs, and proposed action plans for achieving the set goals of both teams. Achievements: • Established the CHT Issue and IT Helpdesk Ticket Handling Processes. • Set up the KPIs for both team. • Created the Recruitment to Onboarding Processes, which saved approximately 20% in time charges. • Spearheaded identification of Training Needs Analyses and suggested programs for the coaching and mentoring initiatives. • Delivered regular training for Customer Service, Process Mapping and Improvement. • Consulted on various programs: IT Security, Access Management, Records and Documents Management, Knowledge-based Management, and Service Quality Management and Performance Management of the company. Oracle (Phils.) Corporation – Health Sciences Global Business Unit BGC, Taguig City, Philippines Quality Analyst 2015 - 2017 Mentored and monitored Tier II engineers’ tickets and emails and closely assisted in their development and training, in compliance with the established quality targets and department’s standards/SOPs. As an ad hoc, managed the access termination of employees leaving the organization or transferring to other business units. Achievements: • Developed initiatives to manage and utilize KB articles; enhance the triaging process; and shorten ticket turnaround timelines. • Delivered in-depth reports and feedback that boosted the teams’ QA and CSAT performance. • Trained QAs and team managers CSAT platform. • 100% compliance in processing termination and transfer checklists for both FTEs and contractors. Merlin Information Systems Philippines, Inc. McKinley Hill Cyberpark, Taguig City, Philippines Quality Assurance Specialist 2011 – 2015 Evaluated tickets handled by Tier II engineers and Tier 1 analysts, analyzed trending behavior and provided feedback to address the top drivers. Achievements: • Recognition for increased team compliance with the processes and error reduction • Structured the process for negative customer experience investigation, follow up and documentation. • POC for the Customer Dissatisfaction Process • Trained support teams and managers on the QA and CSAT programs Transcom Worldwide Philippines, Inc. Pasig City, Philippines Quality Assurance Specialist 2008 - 2011 Audited and analyzed call trends using key point indicators, coach agents, process design and development to enhance the campaign, and validated and certified new representatives. Managed the training of quality assurance specialists for the trial audit process. Achievements: • Improved order fulfillment process for Inbound Sales teams. • Restructured the QA and CSAT process • 100% compliance in new Quality Assurance Specialists’ on-boarding, training validation of agents, investigation of client escalations and exceptional service nominations and focused monitoring.","canEdit":false,"editUrl":"https://www.workana.com/freelancer/ba32d99020b16ccdcba0cfa6527e1721/profile/history","g11n":{"edit":"Edit","save":"Save","cancel":"Cancel","warning":"Warning: Don't share contact information or you may be blocked.","expandText":"View more","collapseText":"View less","infoImg":"

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