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Customer Support Data Entry Order Processing Technical Support Virtual Assistant
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Ernida E.

@iluvdjee

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Head of Customer Support|CS Manager|SaaS Support

$15 USD / Hour

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Flag of

Philippines (1:56 PM)

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Joined on August 19, 2012

$15 USD / Hour

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What is my priority? To engage a wonderful working relationship with my clients in Freelancer. I am multiskilled, fast learner and a quick thinker. I have been a team manager for quite a half year now and I have been successful in mentoring my team. I was able to share best practices with my team and that would enable them to carry best methods and values at work and even make things better with their job. My experience as a tech support and customer service rep with some prestigious companies like Time Warner Cable Internet and AT&T are one of those great clients I worked with. I have been in this industry for quite some time now and acquired different sets of skills which I use to perform and deliver. I am using all wired DSL internet of 5mbps and have backups for Internet (usb dedicated sticks and 4g from my iPhone). I have been with several Ecommerce stores where I handled phone support, email and live chat support. I am continuously learning from technology, customer service and other fields to stay competitive and be more efficient with my home work. I never stop discovering new tools or webtools, adding skills and any related stuff that would efficiently equip me as a homebased contractor. Below is an overall summary of my valuable work experience: • Virtual / Personal Assistant • Team Management/ Project management • Customer Service / Technical Support • Live Chat Support • Zendesk and Freshdesk management • Project Management • Email Management ( Web based/Email Clients) • Wordpress/Blogger Management • Web Research and Data Entry • Training Newbies/Tutorials & Walkthroughs • Creating Knowledge base and Online Notes for the Team I am ready to start work ASAP, Full-Time. Thank you.

Verifications

Portfolio

Portfolio

414502
815704
404158
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414502
815704
404158
237038
237039
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Experience

Customer Support Manager

Jan, 2022 - Mar, 2023

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1 year, 2 months

Kansona Design

Jan, 2022 - Mar, 2023

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1 year, 2 months

As the Customer Support Manager for Kansona Design, it is my responsibility to provide an overall better customer experience, and help out build a customer support team and system for the company to have more returning customers and scale their brand!

Jan, 2022 - Mar, 2023

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1 year, 2 months

Customer Service Manager

Apr, 2021 - Mar, 2023

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1 year, 11 months

Cabana & Straw

Apr, 2021 - Mar, 2023

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1 year, 11 months

1) Delegate, control, check, and improve CS software + customer service agents (3) 2) Make faster/better Customer Service flows. 3) Reporting: Daily and Weekly reports about customer service metrics, processing, and product satisfaction. 4) Keeping the helpdesk updated. 5) Updating the FAQs and knowledge base. 6) Monitor and handle Social Media, FB & IG. 7) Monitor collaborations and wholesale. 8) Coordinate with the supplier on a regular basis. 9) Handle Escalations and fix schedules

Apr, 2021 - Mar, 2023

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1 year, 11 months

Customer Service Manager

Sep, 2021 - Aug, 2022

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11 months, 1 day

Liven

Sep, 2021 - Aug, 2022

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11 months, 1 day

- Coaching the customer service team to provide the best service possible - Handling of complicated or escalated enquiries - Led distributed customer service and VA teams - Diagnose issues - Escalating and discussing problem resolution with internal teams - Creating processes and optimizing workflows, checklists, and tutorials - Writing and maintaining internal and customer-facing knowledge base articles - Drafting, implementing and tailoring support macros/saved replies.

Sep, 2021 - Aug, 2022

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11 months, 1 day

Education

AMA University

2004 - 2006

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2 years

Technical Vocational

Flag of

Philippines

2004 - 2006

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2 years

Lyceum of the Philippines University

1996 - 2000

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4 years

BSBA Computer Management

Flag of

Philippines

1996 - 2000

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4 years

Qualifications

The Communication Approach in Learning English: The Center for Training & Excellence

1997

Alumni Hostel UP Diliman, Q.C.

Focus on Speech & Grammar Earned: 12/07/1997

1997

Certfied Message Handling Specialist

1999

Jaspage

I got it from undergoing a Message handling training

1999

Publications

Knowledge Base

Nids Esplana

Build your Knowledge Base I have been building a Support Knowledge Base from Scratch Create articles/FAQs with screenshots, Video Tutorials, and GIFs as needed Check out the following Support sites that I have contributions: - https://nrpsupport.negotiators.tv/support/solutions - https://help.reveel.net/support/home - https://help.liven.com.au/en/collections/1408478-diner-help

Certifications

US English - Level 1

US English

F

Foundation vWorker Member

Registered Users

Total Jobs Posted

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