VA Profile -- Joyce Ann Lumabi
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“ My name is Joyce Anne Lumabi, and I am applying for the position of Ecommerce Customer Service Representative and Order Manager. I am a graduate of BS Entrepreneurial management from Polytechnic University of the Philippines. I reside in Makati City.
I have been working in the BPO industry for more than 11 years. Whereas half of my employment years, was spent rendering services for international voice account. I started as technical support for phone, TV, and internet and I was then transferred to a non-voice account. Our task mostly revolves around Order Management, provisioning of equipment, and making sure that the ISP and cable service of the customers are working.
I have also have worked as customer support for an online marketplace- where our main task is to provide support to employers and freelancers via email and chat. Our company is a third-party platform where Freelancers and Clients (Employers) are introduced. We review project proposals from Freelancers and introduce them to Employers. We act as a mediator all throughout the project or should an issue arise while in the middle of the project.
My current role as a Customer Service Representative is for an e-Commerce platform- it's a blended account and we handle all concurrencies which are chat, phone, and email. My daily task includes taking inbound calls answers inquiries about the status of the order, shipping status, status of delivery, and processing of all after-sales processes such as returns requests for refund, order replacement, and product exchanges. I also handle creating RMA for defective items, incorrect items received, or products that were received damaged. I am also in charge of doing outbound calls for back-ordered items or if there is an issue with the orders. If needed, we file a claim on the shipping carrier portal for items that have been lost in transit, non-received orders as well as doing a call tag for damage claims. There are instances that we contact vendors or suppliers for parts requests or warranty claims. Part of our task too is to assist customers in placing orders over the phone as well as taking payment. We are generally on the phones during peak hours and then we switch to emails after the call volume has cool down.
I am actively looking for a company that offers a non-voice account or limited voice task with competitive pay and benefits. I'm interested in this job because I can see that, my skills are a good fit for what you are looking for. I also see an opportunity for me to learn and grow these skills, and we both would benefit personally, professionally, and financially. Also, if I am given the chance to work for you, I'll be able to work from home which is very convenient for me especially during this pandemic."
