Virtual Assistant

In responding emails, it is important to profile the customer to really identify the unstated needs of the customer. Identifying the implicit and explicit needs of the customer will result a satisfying customer experience and will make a difference in every customer lives. This is what I exercise in handling emails to maintain our customers satisfaction.

Convergys and Concentrix are the top call center companies in the Philippines, where training in English grammar and speaking is very specialized.  I've been hired and trained with those companies, and from the 9 years of experience and continuous learning, I have developed how to speak and write English in a native and professional manner.  With everyday exposure to talking to a native English speaker, it comes naturally to me to adopt their phase, comprehension, and response that sounded like a native English speaker too.  On a regular basis, our trainers and coaches provide us with regular exercises to maintain and continue to develop our communication skills in grammar, pronunciation, idiomatic expression, comprehension, thought organization, and more.  In fact, the tools that I use the most are the PREP method, which is very helpful to express a complete and impressive thought, the 5 W's to impressively describe a subject, and more. With the training that I had and the right company to join to develop my potential, and the nine years of experience that I have, I am confident that I am the best candidate for this skill.

I've worked with Citi Bank, American Express and Robinhood "a stock and cypto platform" as a customer service and tech support. We are equipped to use chat, email and phone support to address customer's concern. With Citi Bank - I was assigned as a credit card collector to process customers monthly credit card payments and make some payment arrangement that will work both for the customer and the company. With American Express - I was assigned as a fraud protection specialist to address and analyze customers transaction, secure their card and help to protect our card holders. I was also moved as technical support for Business-to-Business area of AMEX where we troubleshoot our merchants POS devices (point of sale) like swipe machine, website and software. With Robinhood - a stock and crypto platform I was assigned as a customer support with chat, email and calls to address customers concern, provide steps in resolving issues and make sure to give a satisfaction experience to our customers.

I've been handling 2 chats at a time to answer customer questions, provide steps to solve their problem in a timely manner and give satisfaction to each customer's overall experience.

I've worked with American Express as technical support. We are responsible in troubleshooting the POS "Point of Sale" of the Amex swipe machine or physical device, software and website. We deal with business-to-business where merchant encounter any issue in using our devices. We execute this over the phone and provide strategic navigation steps to clients to solve the any issue of our devices, website and software in a layman's terms. We even established a remote access using go-to-assist program especially for small merchant or non tech savvy clients. This is how we exercise in providing steps to resolve the issue while maintaining a satisfying customer experience to our clients.