GENEVA ALCALA
Sherbrooke,QC
Summary
Organized and dedicated Administrative Assistant with proven track record of providing exceptional customer service in fast-paced environments. Offering keen attention to detail and strong decision-making skills to manage multiple, concurrent tasks. Self-motivated work ethic to perform effectively in independent or team environments.
Overview
11
11
years of professional experience
Work History
Virtual Administrative Assistant
Turnkey Property Solutions
03.2022 - Current
- Administrative support, including database and file management, answering phones and general office duties
- Scheduling with clients and vendors to make sure that requests will be done on or before deadline
- Create work order to address tenant's maintenance requests
- Update MLS listings and company's website
- Create company's manual for employee's guidelines.
- Monitored emails, organized inbox, and prioritized messages for supervisor.
- Assisted coworkers and staff members with special tasks on daily basis.
- Uploaded files for team use on Google Drive.
- Established administrative work procedures to track staff's daily tasks
- Interacted with vendors, contractors and professional services personnel to receive orders, direct activities, and communicate instructions
- Created and maintained detailed administrative processes and procedures to drive efficiency and accuracy
- Assisted coworkers and staff members with special tasks on daily basis
Customer Service Representative
Altisource Business Solutions
12.2015 - 12.2016
- Provide step by step process on how can purchase mortgage properties.
- Responded to customer calls and emails to answer questions about products and services.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Educated customers on company systems, form completion, and access to services.
- Did upselling proactively.
- Saved customer interactions and actions taken via Salesforce.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Educated customers on company systems, form completion, and access to services.
Phone Provider Representative
UnitedHealth Group Inc
11.2014 - 07.2015
- Handled inbound calls from healthcare to professionals to provide member's eligibility or covered services
- Worked with administration: forwarded requests and unresolved issues to designated resource by communicating and coordinating with internal departments
- Kept records of customer interactions and actions taken, including – transactions, comments, inquiries, and complaints.
- Met customer call guidelines for service levels, handle time and productivity
- Delivered prompt service to prioritize customer needs
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Sought ways to improve processes and services provided.
Customer Service Representative
Arriva Medical
07.2014 - 11.2014
- Upselling
- Answered inbound calls from customers inquiring about products and give them walkthrough on how to purchase
- Provide tracking details about ordered items.
Customer Service Representative
ePerformax Contact Centers and BPO
11.2012 - 04.2013
- Handled high volume of incoming phone calls inquiries and complaints
- Investigated and resolved payment and website issues
- Managed customers' database accounts, performed customer verification and processed applications, and requests
- Worked with administration: forwarded requests and unresolved issues to designated resource by communicating and coordinating with internal departments
- Kept records of customer interactions and actions taken, including – transactions, comments, inquiries, and complaints
- Supplied customers with written responses and information and followed up on customer communications.
Education
Some College (No Degree) - Nursing
Metropolitan School of Nursing
Manila, PhilippinesNo Degree - Information System
ADAMSON UNIVERSITY
Manila, Philippines2012
High School Diploma -
ARELLANO UNIVERSITY
Manila, Philippines03.2008
Skills
- Good interpersonal abilities
- Ability to handle stress
- Organized Ability to multi-task
- Computer literate
- Quick learner
- Confident
- Administrative Management
- Data Verification
- Data Management
- Inquiry Requests
- Status Updates
- Administrative Procedures
- Client Satisfaction
Languages
English
Professional Working
Accomplishments
- Global Communications Training that includes modules on customer service, geography and culture, voice modulation, accent neutralization, voice process training, subject-verb agreement, proper use of prepositions and other communication skills
- Product knowledge
Timeline
Virtual Administrative Assistant
Turnkey Property Solutions
03.2022 - Current
Customer Service Representative
Altisource Business Solutions
12.2015 - 12.2016
Phone Provider Representative
UnitedHealth Group Inc
11.2014 - 07.2015
Customer Service Representative
Arriva Medical
07.2014 - 11.2014
Customer Service Representative
ePerformax Contact Centers and BPO
11.2012 - 04.2013
Some College (No Degree) - Nursing
Metropolitan School of Nursing
No Degree - Information System
ADAMSON UNIVERSITY
High School Diploma -
ARELLANO UNIVERSITY
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