Brief Introduction

Seeking a dynamic customer service role where I can leverage my excellent communication skills and passion for assisting others to ensure exceptional customer experiences. Eager to contribute my proficiency in handling inquiries, resolving issues, and providing timely support to contribute to the overall success of the team and organization.

Skillset

• 2 years of relevant experience
• Inbound
• Health Insurance
• Email Management
• Chat Support
• Google Workspace
• MS Office

Work Experience

Healthcare Representative

Sep 2023 - Feb 2024



• In charge of providing the benefits and eligibility of the members. Researching the availability of a generic medication. Assisting the member in organizing a medical appointment. Providing support to members in resolving claims and service complaints. Assisting a member in providing lists of participating pharmacies, facilities, and physicians. Reason for separation: seasonal account

Support Ambassador - Airbnb

May 2023 - Jul 2023



• Helping clients confirm the availability of the listing attending to inquiries or concerns that guests may have during their trip. Coordinating with the listing’s host if a guest's concern necessitates immediate help. Accurately compute the remaining balance of the guest and generate revenue for the host Reason for separation: seasonal account

Customer Service Representative - FedEx

Jan 2022 - Mar 2023



• Responsible for managing shipment tracking Organizing company owners' pick-up services Providing solutions for delayed or lost merchandise Maintain precise records of all shipments and submit daily reports. Reason for separation: better opportunity

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Education

• Degree: Bachelor of Arts

  Major: Duration: Jan 2019 - Oct 2023
  

Brief Introduction

Rowela has 11 years of work experience in Software Quality Assurance and Test Engineering, with a demonstrated history of work in information technology across various service industries. She is skilled in test automation tools such as JMeter, SAP Sales and Distribution using Work Soft Certify, Lean Agile Test Automation, GUI test automation, and test management. Rowela has solid quality engineering professional experience with a certification in HP UFT.

Skillset

• 11 years of relevant experience
• Test Automation
• Software Quality Assurance

Work Experience

IT Test Automation Senior Engineer

Oct 2022 - Mar 2024

Education

• Degree: Financial Accounting

  Major: Duration: Jun 2007 - May 2011
  

Brief Introduction

To utilize her extensive experience in the call center industry as a Customer Service Representative to effectively address customer needs, provide outstanding support, and contribute to enhancing overall customer satisfaction for the company

Skillset

• 2 years of relevant experience
• Ring Central
• Mozart
• Salesforce
• Avaia
• Microsoft Excel
• Outlook

Work Experience

Customer service representative

Oct 2023 - Jan 2025



• Client: Logistics Tools Utilized: Salesforce, Avaia, Outlook, Microsoft Excel, and Word Handle claims processing efficiently and accurately. Manage inbound calls and correspondence with customers to address both front and back-office needs. Provide technical support to customers regarding website-related issues. Maintain a high level of professionalism and customer service during interactions. Reason for Leaving: Primarily seeking career advancement; desires a more challenging role and better prospects.

Customer service representative

Nov 2021 - Nov 2022



• Average Daily Call Volume: 100 Tools Utilized: Ring Central, Company website, Mozart Address inbound calls from customers regarding healthcare-related inquiries. Facilitate medication dispatches ensuring timely delivery. Provide guidance to customers, especially the elderly, on medication usage and dosage. Offer basic troubleshooting assistance for any issues customers encounter. Assist customers with order placement and reimbursement processes, ensuring a smooth experience. Reason for Leaving: Relocation of the office to a distant location from home.

Education

Brief Introduction

Driven and detail-oriented customer service specialist with over two years of experience providing exceptional support in email and chat environments. Proven track record of effectively managing gaming accounts, addressing account and purchasing concerns, and handling billing inquiries.

Skillset

• 2 years of relevant experience
• Analytical Skills
• Communication Skills
• Critical Thinking
• Document Review
• Enthusiasm
• Negotiation Skills
• Self-motivated

Work Experience

Email Support / Chat Support

Aug 2022 - Apr 2024



• Collaborate with customers to verify account legal ownership, ensuring security and authenticity. Facilitate account restoration processes and manage credential changes to maintain data integrity and user access. Oversee and track customer account payments, ensuring accuracy and timeliness. Investigate and address unauthorized payments related to fraudulent activity, implementing appropriate measures to prevent future occurrences. Reason for Leaving: For personal growth and new work environment.

Barista Trainer

Jul 2017 - Jul 2022



• Deliver excellence in coffee preparation, mastering various brewing methods. Provide comprehensive training to individuals, covering both basic and advanced barista techniques. Mentor and support trainees in honing their skills and understanding the nuances of coffee preparation.

Junior Operation Manager

Jan 2016 - Apr 2017



• Supervise the production process, ensuring sufficient resources are available and coordinating all activities for seamless workflow. Develop workers' schedules, estimate costs, and prepare budgets to meet project deadlines effectively. Prepare reports and correspondence, oversee supply and equipment orders, and manage service contracts for office equipment to maintain operational efficiency. Reason for Leaving: For greener pasture.

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Education

• Degree: Bachelor of Arts

  Major: Duration: Jan 2019 - Jan 2023
  

  Degree: Bachelor of Science

  Major: Duration: Jan 2012 - Jan 2014
  

Brief Introduction

With over 12 years of extensive experience in Customer Service, Client Services, and Recruitment, I bring a diverse skill set to the table. My career spans more than 2 years as a Recruiter, encompassing the entire recruitment lifecycle from Sourcing to Offer, across various industries including Manufacturing, Banking, Pharmaceutical, Aviation, and Financial sectors in the US, Canada, and APAC regions. Additionally, I have 5 years of expertise in the backend of recruitment operations, managing Job Posting, Applicant Tracking Systems (ATS), Interview Scheduling, Offers, Hiring, Pre-employment, and Onboarding processes. Demonstrating strong leadership capabilities, I have effectively managed teams of up to 12 members, providing guidance, training, and fostering a culture of continuous improvement. Notably, I have been instrumental in generating analytical and comprehensive recruiting reports while spearheading process management and implementation initiatives.

Skillset

• 10 years of relevant experience
• Managerial Skills > Team Management
• Cost Effectiveness
• Performance Management
• Client Services
• SLA
• Contract Agreements
• Contract Renewals
• ATS
• Onboarding Process
• Client Communication
• RingCentral
• Bullhorn
• Taleo
• Ceipal
• Lean Six Sigma Yellow Belt
• Lean Six Sigma Red Belt
• Recruitment Process

Work Experience

Employee Engagement Manager

Jan 2023 - Jan 2025



• Manage a team responsible for onboarding and administration processes, ensuring efficient and smooth operations. Collaborate with HR to enhance performance management processes, providing valuable insights and recommendations. Offer guidance on performance improvement plans and employee development strategies to foster a high-performing team. Oversee benefits reconciliation, COBRA administration, employment verifications, and actively participate in making payroll decisions. Conduct counseling and termination processes for consultants when necessary, ensuring adherence to company policies and legal regulations. Handle processing of Off billing and manage HRIS system, ensuring accurate and up-to-date employee records. Assist Operation and Account Managers with job requisition processes and agency approvals, facilitating smooth workflow. Work closely with the CEO and COO to implement operational strategies in HR/onboarding, employee relations, payroll, and administration. Collaborate with the Marketing and Sales teams to develop portfolios showcasing the company's capabilities. Serve as a liaison between employees and management, addressing concerns and fostering open communication channels. Partner with Account Managers and clients to identify and resolve workplace issues, implementing effective solutions to enhance productivity and employee satisfaction.

MSP - Program/Advisory Consultant

May 2022 - Jan 2025



• Influences internal buyers or hiring managers regarding their talent acquisition needs. Provides consultative support to end users to clarify job responsibilities, skills, and other requirements of specific requisitions. Creates custom talent acquisition strategies per requisition based on hiring managers’ talent challenges. Collaborates with internal teams, including Program Managers and Engagement Coordinators/Specialists, to ensure consistent outcomes for clients, suppliers, and candidates. Offers subject matter expertise in talent acquisition, domain knowledge, industry, contingent labor, etc. Provides guidance to Engagement Coordinators on requisition supplier distribution and resume shortlisting strategies. Guides customers through managing all stages of requisition activity using VMS technology. Oversees VMS technology usage to ensure optimal, cost-effective, timely, and high-quality results. Provides oversight, training, and leadership to enhance end-user community and supplier partnerships. Works with Supplier Partnership Manager to identify supplier gaps or expansion opportunities within the program. Cultivates positive relationships with Pontoon MSP suppliers through regular communication. Manages and coordinates client and supplier interactions within assigned market area or skill set. Assists Program Manager and Supplier Manager in conducting program Standard Operating Procedures (SOP) training and updates for the supplier community. Communicates program procedural changes and updates to Pontoon MSP suppliers and client users promptly. Ensures suppliers effectively manage employee onboarding, relations, orientations, reviews, and offboarding activities. Builds and maintains proactive, positive relationships with client end users through regular communication. Conducts site visits and fosters communication with client end users within assigned market area or skill set. Supports supplier assessment efforts and updates as required. Participates in special projects and fulfills other assigned duties.

Lead Recruitment Specialist

Jun 2021 - May 2022



• Managed a team consisting of 2 Coordinators and 1 Sourcer for the Account, overseeing their performance and ensuring alignment with objectives. Led training sessions and generated comprehensive reports for the team's ongoing development and performance evaluation. Collaborated closely with Clients and On-Site Recruiters to facilitate seamless process implementation and execution. Worked in tandem with job candidates, external recruiters, and HR professionals to fulfill organizational hiring requirements. Proficiently utilized Applicant Tracking Systems (ATS) to effectively manage and monitor applicant pipelines. Orchestrated the candidate journey throughout the recruitment process, from interview scheduling to successful onboarding. Conducted testing, screening, and initial interviews to assess candidate suitability. Prepared informative materials and maintained databases of qualified candidates' contact details. Engaged with department heads, hiring managers, and staff to coordinate recruitment efforts and facilitate the hiring process. Reason for leaving: Better work opportunity.

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Education

• Degree: Bachelor of Science

  Major: Duration: Jun 2006 - Oct 2010
  

Brief Introduction

I seek for experiences that can further my growth as an artist and as an avid learner, in hopes of developing my own skills and reinforcing my values, while providing my abilities to contribute to the overall interests of my workplace and the creative industry through inspiration, integrity, and passion.

Skillset

• 4 years of relevant experience
• Animation
• Illustration
• Video Editing
• Photoshop
• After Effects
• Character Design

Work Experience

2D Animator and Illustrator

May 2022 - Dec 2023

Education

• Degree: Journalism

  Major: Duration: Mar 2013 - Mar 2018
  

Brief Introduction

Dedicated and detail-oriented professional seeking a General Accountant position where I can leverage my expertise in financial reporting, accounts payable and receivable management, and tax compliance to contribute effectively to the financial health and success of the organization. Eager to apply my strong analytical skills, proficiency in accounting software, and commitment to accuracy and efficiency in a dynamic and growth-oriented environment.

Skillset

• 6 years of relevant experience
• Accounts Receivable
• Quarterly Closing
• Disbursements
• Bank Reconciliations
• Monthly Closing
• Year-end Closing
• Payroll
• Quarterly Reporting
• Quickbooks
• Netsuite
• Government Dues
• English Communication Skills
• Microsoft PowerPoint
• Philippine Taxation
• Quick Learner
• Eye For Detail
• Microsoft Excel
• Microsoft Word
• Quarterly Reporting
• Financial Accounting

Work Experience

General Accounting

Aug 2021 - Jan 2025



• Monitoring and updating of Cash Position and Petty Cash Fund of the Company daily. Processing and posting of Accounts Payable and Accounts Receivable transactions in Cargowise system. Preparing and filing of mandatory government dues (BIR, Relief Sales Report, SSS, Philhealth, HDMF) for monthly/quarterly report and payment. Reporting of Check Disbursement and PCF Expenses monthly. Monitoring and following up receivables to customers thru email/phone weekly. Posting of Bank Reconciliation in Cargowise system monthly. Managing month-end closing and year-end closing. Maintaining files for all AP and AR transactions. Preparing employees' checks for every payroll.

Accounts Receivable Specialist

Jun 2020 - Jul 2021



• Assisted Manager for scheduled meetings and other paperwork. Monitored the status of all ongoing projects. Compiled all requirements for awarded and completed projects. Monitored and collected receivables. Engaged with all clients' concerns and requests. Handled Government Remittance (SSS, HDMF, Philhealth).

Tax Compliance Assistant

May 2018 - Jun 2020



• Received and addressed all client concerns via telephone and emails. Sent Tax Reminders and Application Forms to clients
• Filed applications for Business Permits, Renewals, and Taxes. Assisted Liaison with BIR, City Halls, and Banks application and payment concerns.

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Education

• Degree: Bachelor of Science

  Major: Duration: Jan 2025 - Jan 2025
  

Brief Introduction

With a year and a half of experience in health insurance, I am an experienced customer service representative proficient in addressing inquiries efficiently while maintaining confidentiality. My strong communication skills have enabled me to excel in providing exceptional service to clients. Now, I am seeking to continue my career growth in customer service, leveraging my expertise to contribute effectively to a new team and organization.

Skillset

• 1 year of relevant experience
• Customer Service
• Administrative Assistance
• Bookkeeping
• Canva

Work Experience

Customer Service Representative

Mar 2022 - Sep 2023



• - responded to inquiries on the status of the hospital's or doctor's claims - provided information about the patients' current health insurance benefits and eligibility - investigated claims’ denials and communicated with the processors if there were any discrepancies

Education

• Degree: Bachelor of Secondary Education Major in Mathematics

  Major: Duration: Aug 2017 - Jul 2021
  

Brief Introduction

To secure a challenging position in a reputable organization to expand my learnings, knowledge, and skills.

Skillset

• 2 years of relevant experience
• Call Audits
• Calibration
• Agent Evaluation
• Customer Service

Work Experience

Quality Assurance Analyst

Nov 2021 - Aug 2023



• Monitor and evaluate agent calls to ensure the delivery of high-quality service in alignment with company objectives Assess calls originating from customer dissatisfaction with representatives to identify areas for improvement Plan and organize call calibration sessions for both operations and training teams to maintain consistency and quality in customer interactions Reason for Leaving: Laid off by the company

Customer Service Representative

May 2019 - Nov 2021



• Respond promptly and professionally to customer inquiries via phone, email, and chat Assist customers with product information, pricing, and availability Process orders, returns, and exchanges accurately and efficiently

Education

• Degree:

  Major: Duration: Jun 2021 - Jan 2025
  

Brief Introduction

I am an enthusiastic, self-motivated, reliable, responsible, and hardworking person. I am a mature team worker and adaptable to all challenging situations. I am able to work well both in a team environment as well as using my own initiative. I am able to work well under pressure and adhere to strict deadlines.

Skillset

• 14 years of relevant experience
• Communication Skills
• Sales
• Teamwork
• Customer Support
• Technical Support
• Coaching
• Microsoft Office
• Healthcare
• Chat Support
• Salesforce
• Zendesk
• Livelocks
• JIRA
• Managerial Skills > Team Management
• Negotiation Skills
• Customer Satisfaction
• SME
• Account Management

Work Experience

Customer Service Associate

Jun 2023 - Mar 2024



• Cultivate and nurture relationships with local florists partnered with BloomNation. Collaborate closely with florist partners to optimize their success and growth on the platform. Provide ongoing support and guidance to florist partners to maximize their utilization of BloomNation's services. Act as a liaison between florist partners and internal teams to address any issues or concerns promptly. Strategize and implement initiatives to enhance the visibility and performance of florist partners on the BloomNation platform. Reason for leaving: The reason for leaving was due to circumstances beyond their control
• After a few months, they were tasked with handling retention cases for clients, which necessitated subject matter experts (SMEs) and was not within the scope of their role as a tech support specialist.

Customer Service Associate

Oct 2022 - May 2023



• Serve as the primary point of contact for UPS customers. Provide assistance, information, and solutions regarding package shipping, tracking, and UPS services. Deliver exceptional customer service to enhance customer satisfaction. Reason for leaving: Pursuing a new opportunity that offers greater potential for advancement, as the current company lacks internal promotion opportunities and avenues for professional growth.

Microsoft Partner Network Associate

Aug 2020 - Apr 2022



• Engage with Microsoft's partner businesses in the Microsoft Partner Network. Provide support to partners to aid in their business growth. Assist partners in maximizing the value of their partnership with Microsoft. Strengthen partner businesses' customer relationships through support and guidance.

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Education

• Degree: Undergraduate

  Major: Duration: Jun 2010 - Apr 2011