TRAINED - Gold
freelancer
Email Verified Toni Molina
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Member since September 17, 2020

General Virtual Assistant | Customer Support Specialist | Social Media Management

I am an experienced and trained General Virtual Assistant that specializes in:

  • Customer Support (Phone, chat, and email support)
  • Data Entry
  • Internet Research
  • Typing
  • Email Management
  • Calendar Management
  • Social Media Optimization
  • Social Media Management
  • Cold Calling

 

I also have a solid experience being a Customer Service and Technical Support Representative I have worked for over 9 years in the BPO/call center industry with expertise in Telecommunications, Financial, and Healthcare services.

I am currently working part-time for a consultancy company based in the US as a Recruitment Consultant, part of my task is to do cold calling to job applicants and ask them pre-qualifying questions regarding the role that they are applying for and entering the data that I have collected on the company CRM.

 

 

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Experience

Recruitment Consultant

  •  ThinkBAC Consulting
  •  Jun 2019 - Present

- Calls job applicants and ask them pre-qualifying questions regarding the role that they are applying for.

- Enter the gathered data to the company CRM and forward it to the hiring manager.

- Researches applicant and company/client contact information using WhitePages, TruePeople Search, Google, and LinkedIn and organizes it using Google Sheets

- Part-time role

Relationship Manager

  •  American Express
  •  Jun 2016 - Jun 2017

- Assists customers on their credit card queries.

- Answer customer concerns about their bills and services.

- Respond to customer escalations.

COBRA Benefits Administrator

  •  United Health Group (OPTUM)
  •  Sep 2015 - Jul 2016

- Responsible for enrolling clients’ employees with their assigned health benefits.

- Contacting third-party insurance providers to confirm clients’ employee benefits have been enrolled.

- Communicating to employers/employees via email, fax, or phone call if the additional requirement for benefits enrollment is needed.

- Generate reports to assist clients in seeing the changes specifically for open enrollment elections/benefit changes.

- Attends weekly calibration/touch base with onshore partners and clients (via Skype, WebEx)

Compensation and Benefits Analyst

  •  ADP Philippines
  •  Aug 2014 - Aug 2015

- Respond to clients' questions regarding employees, HR, and Benefits.

- Contacting third-party insurance providers to confirm clients’ employee benefits have been enrolled/activated.

- Communicating to employers/employees via email, fax, or phone call if the additional requirement for benefits enrollment is needed.

- Generate reports to assist clients in seeing the changes specifically for open enrollment elections/benefit changes.

Inbound Sales Representative II

  •  Teletech Philippines
  •  Jun 2013 - Aug 2014

- Supports customers with fixing the internet, telephone, and TV services.

- Answer customers' concerns about their bills and services.

- Respond to customer escalations.

Technical and Customer Support Representative / SME

  •  Transcom Philippines
  •  Oct 2011 - May 2013

- Supports customers with fixing the internet, telephone, and TV services.

- Answer customers' concerns about their bills and services.

- Respond to customer escalations.

Subject Matter Expert

  •  eTelecare Global Services/Stream/Convergys Philippines (now Concentrix)
  •  Nov 2008 - Sep 2020

- Started as a Customer Service Representative, got promoted as Subject Matter Expert and, appointed as an Assistant Interim Team Lead

- Team Point-Of-Contact

- Assists new and existing team members who have challenges in attaining their monthly scorecard.

- Participates in teaching/assisting new agents during their nesting period.

- Answer customers' concerns about their bills and services. 

Education and Trainings

Associate in Business Information Management

  •  Asian Institute of Computer Studies, Bacoor Cavite
  •  Jun 2005 - Apr 2007

Graduated/Completed

Bachelor of Science in Information Management

  •  ABE International College, Las Pinas
  •  May 2004 - Mar 2005

Completed 3 semesters/Undergrad

Freelancing Course

  •  FVA Academy
  •  Jun 2020 - Jul 2020