PERSONAL DATA

Birthdate                                              August 10, 1986

Birthplace                                            Legaspi City

Age                                                      31

Religion                                               Roman Catholic

Sex                                                      Female

Civil Status                                          Single

Height                                                  5’3

Father’s Name                                    Jaime Serrano

Mother’s Name                                   Elizabeth Pareja Serrano

Languages                                          English, Filipino

SUMMARY OF QUALIFICATIONS

·         Experience with E-commerce and as a Home Based Virtual Assistant

·         Experienced in sales, customer service via phone and email.

·         Computer proficient

·         Can type 50 WPM

· Excellent communication, leadership and analytical skills.

·         Acquired 4 years of servicing and marketing experience. 5 years in operations and client management

Consistently above goal in terms of sales conversion set by the company.
·         Worked in a highly pressured environment in a shifting schedule, self – motivated with a strong sense of urgency and enthusiasm in work.

·         Graduate of Bachelor in Communication Arts Major in Audio – Visual Communication.

EMPLOYMENT RECORDS

Project Manager/Virtual Assistant/Sales Agent

Outsource Pro

February 14, 2018 – April 17, 2018

Mobilized a new account, tasks include creating training materials and modules.
Lead Generation, Research and worked with different vendors to close contract solutions and sales technology tools
Act as a sales agent to test process effectiveness
Collaborated closely with clients to establish a standard process based on business outcomes.
Home-based Virtual Assistant

Set Point LLC, Simi Valley California

November 2017 – January 2018

Appointment Setter and Prospecting
Operations Team Leader

Accenture BPO

21/F Global One Eastwood Libis, Quezon City

December 2015 – September 5, 2017

Assign all work assignments, commit the team to the work, manage the quality of the work and drive the people management activities within the team.
Maintain awareness and knowledge of contemporary operational development theory and methods.
Provide suitable interpretation to clients, managers, and staff within the organization.
Subject Matter Expert

Accenture BPO

21/F Global One Eastwood Libis, Quezon City

February 2013 – December 2015

Provide functional and/or technical support for resolution of customer problems, incident issues, requests, and queries.
Liaise with other support teams or product teams as required to resolve requests/issues in a timely manner.
Ensure proper documentation, notification, escalaton, tracking and follow up of all incidents.
Primary responsibility is focused on customer contact, not transaction processing
Transaction Processing Representative

Accenture BPO

21/F Global One Eastwood Libis, Quezon City

June 2011 – February 2013

Update and maintain various systems/tools per standard process documentation which may include:
Execute transactions without minimal direction, enter data and retrieve information from group-specific system.
Audit own data entry for accuracy and make required corrections
Conduct data verification
Respond to various requests for information, as needed. Escalate to supervisor as appropriate
File, archive and retrieve documents (paper-based and electronic) using filing standards
Produce standard correspondence by following existing templates. Adhere to client formatting and quality standards. Proof and edit work for syntax, grammar, and punctuation
Respond to information requests by searching, summarizing research results and compiling in the requested format
May coordinate the work of a small team in areas of high volume transaction processing and/or the training/education of new and/or more junior team members on operation procedures and policies
Follow established policies, procedures and methods
May serve as a technical and functional resource or super users to other team members
Participate in process improvement initiatives or special projects as assigned
Meet established goals and objectives
Become a subject matter expert for complex processes
Document all new learning(s) or change in processes in the standard format and seek relevant approvals on a periodic basis
Assist in audit preparation and proceedings for both internal and external auditors
Technical Screener

Accenture BPO

10/F Robinson’s Cybergate Tower 2
Pioneer St. Mandaluyong City

October 2010 – June 2011

·        Provides first-level technical hardware and software support

·        Answers customer’s queries on the status of their order activation and modem installation.

·         Troubleshoot, configure, and install a modem, performs Data Back up and Restoration.

·         Performs accurate logging of calls for documentation and recording purposes.

·        Sends daily reports on the number of calls, number of walk-ins, top call drivers, and new issues.

·        Monitors open cases and make sure that all cases are resolved promptly.

·        Escalates and coordinates with 2nd level technical support team to resolve issues that cannot be resolved in the 1st Level.

·         Configure Wireless connection

·         Troubleshoots hardware and OS issue (Windows 7, Vista, XP, Mac) Virus/Spyware infection, internet connection problems.

·         Knowledgeable in wired and wireless networking setup.

·         Supported different types of router interfaces such as Actiontec, Zyxel, Motorola, Arescom.

Cyber City Teleservices Philippines Inc.,

Telesales Representative

Bldg. 2528 Corporate Office, Cyber City IT Park CSEZ Pampanga

May 2007 – September 2010

Financial Services Account

Inbound Telesales Representative

May 2007 – March 2008

·         Provides a walkthrough on credit card application.

·         Provide detailed information about credit score, performs a credit check and qualifies clients for credit card approval

·         Offer credit card protection and insurance

·         Performs collection of accurate and sensitive information from clients.

Portfolio Recovery Associates

Outbound Collections

April 2008 – August 2008

·         Debt Collection

·         Run credit report, performs credit check, negotiates with clients about payment arrangements.

·         Data entry, collects accurate and sensitive account information as required by the Credit Bureaus.

Financial Services Account (Citibank)

Outbound Telesales Representative

September 2008 – September 2010

·         Offer identity theft protection to qualified clients.

·         Data entry

Chowking Foods Corporation

Service Crew – Cashier

Pacific Mall, Legaspi City

January 2005 – October 2006

Graceland Foods Inc.,

Service Crew – Cashier

Rizal St., Legaspi City

May 2004 – December 2004

·         Handle monetary transactions, record payments and provide quality service to drive customer’s satisfaction.

ACADEMIC BACKGROUND

College Level                                      Bicol University of Legaspi City

College of Arts and Letters

Bachelor in Communication Arts Major in Audio – Visual Communication

April 2007

High School Level                               Saint Raphael Academy

Aguinaldo St., Legaspi City

SY 1999 – 2003

Elementary Level                                Saint Raphael Academy

Aguinaldo St., Legaspi City

SY 1992 – 1999

TRAINING AND SEMINARS ATTENDED

·         Yellow Belt Six Sigma Training

Robinson’s Cybergate Tower 2 Pioneer St. Mandaluyong City

August 2016