Shendyl Cepriano - Experienced General Virtual Assistant, Law Firm

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Network Power<100 people

Roles

✨100%

Business Owner

🧑‍🔬100%

Engineer

Geos

🇮🇳100%

India

Work Background

Family Law San Diego, APC.Billing & Accounts Receivable Specialist

Jan. 2024San Diego, California, United States · RemoteLaw & Mediation Firm of Klueck & Hoppes, APC ("K&H") - Managing billing and invoicing - Data and file management - Email management - Collections of unpaid invoices

BullPoint MediaB2B Administrator

Jan. 2024 - Apr. 2024ads marketing and B2B

Inside Out Remodeling and ConstructionAdministrative Manager

Feb. 2022 - Apr. 2023Austin, Texas, United StatesAdministrative Assistant for Residential Remodeling Company Manage their Website: https://www.iorconstruction.com/ Materials purchases windows, tile, and doors. Create Google Folder for projects and upload receipts. Client on-boarding and off-boarding process Format Squarespace website updates Graphic Design/Canva; SketchUp/AutoCad/2020; Quickbooks/ Bookkeeping

OurPlaceEcommerce Business

Nov. 2021 - Jan. 2022SingaporeEmail Customer Support Associate (Shopify & Gladly)

Gym ReinforcementsSales Project Coordinator

Jan. 2021 - Jan. 2024United StatesB2B, Social Media Management and Advertising, Virtual Business Administrator

SV Virtual Solutions ProviderFreelance Project Manager

Nov. 2019PhilippinesContractual Integrated Services in: Graphic Design E-store Management Social Media Growth Web Research, Data-Entry Audio & Video Transcription Customer Relationship Management Email, Tasks, Calendar Handling Content Creation

Visayan Landsource Devt CorpGeneral Manager | Visayan Landsource Development Corp. | HLI Inc.

Jun. 2015Philippines, KabankalanLand Acquisition, Real Estates, Business planning, land development, city planning and development, property management, mining, agricultural farming, zoning, Road Valuation, construction

ConvergysSenior Subject Matter Expert

Aug. 2011 - Nov. 2017Core Responsibilities: Customer Focus: - Acts as a single point of contact for the customer, handling all Tier 2 issues for repair, with a sense of urgency, ownership and accountability through resolution. - Proactively builds value and enhances customer loyalty during every call by probing to understand their current level of satisfaction. - Overcomes concerns and resolves customer complaints through active listening, empathy, professionalism, and problem solving to increase satisfaction and foster long-term customer loyalty. - Utilizes in-depth knowledge of Comcast's products and services, staying up-to-date with new product offerings, sales, retention and marketing campaigns. - Educates the customer about self-service options that bring additional value and convenience to the customer. - Supports and contributes to a collaborative team environment continuously learning new skills to ensure first call resolution. - Acts as a Subject Matter Expert within the call center, sharing best practices with team members to promote high quality customer service. - Identifies trends or gaps that drive call volume and partners with leaders to mitigate or develop process improvements. - Follows company policies and procedures while applying sound judgment within the scope of their empowerment. Account Management: - Communicates and explains account information to the customer with a focus on first-call resolution using mastery level skills. - Assists with team meeting planning and facilitation as needed. Works to identify process/procedure gaps, recommends resolution, and demonstrates a willingness to lead efforts towards resolution. - Liaison between Operations and agents. - Follows established escalation procedures to expedite prompt resolution. Technical Support: - Uses expert skills to troubleshoot and resolve technical problems and other general account inquiries, conveying relevant information and directions in an organized and concise manner.

ComcastTechnical Support Representative

Aug. 2008 - Aug. 2012 Demonstrate strong understanding of Comcast products, promoting and selling offerings to individual customers by phone/online chat support. Display thorough and recent competitive knowledge of features, benefits, product differences, pricing, and campaigns for video, high-speed internet, and phone services.  Communicate and does product marketing.. Evaluate customers' existing and potential product needs and make recommendations. Increase customer understanding of Comcast products and pricing models as well as competitive advantage over other service providers. Evaluate competitive offers and frame response to show the benefits of Comcast.  Strong technical capability (computer knowledge, billing, system, databases) namely: CSG ACSR database, GrandSlam, Einstein, Casper, Erone ticketing system, Comtrac database, etc.