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Experienced Virtual Assistant and Customer Service Support (English)
Cristina R. Jael
,
Vejle, Denmark
Experience
Other titles
Skills
I'm offering
Originally from the Philippines, I have over 18 years of work experience in the customer service industry. Started my career as a call center representative and slowly worked my way up to management level. In 2011, I started working from home. I have provided a variety of services focusing mainly on administrative assistance and customer service for clients all over the world. My strength lies in my ability to work on my own with very minimal supervision, able to make sound decisions on task related issues and the ability to communicate concerns in a timely manner for the success of the project. I am highly capable of adapting to new processes and systems which makes me an effective freelancer. I have proven this with good feedback from my clients and 100% success rating on my Upwork profile. On a personal note, I am a Danish/Filipino citizen currently living with my family in Denmark and looking for freelance opportunities here. I do not speak Danish (currently working on that) but I am fluent in English and Tagalog. Should you need any of my services, please do not hesitate to contact me. I look forward to working with you all!
Markets
United States
(Remote
only)
United Kingdom
(Remote
only)
France
(Remote
only)
Germany
(Remote
only)
Lithuania
(Remote
only)
Denmark
(Remote
only)
Norway
(Remote
only)
Sweden
(Remote
only)
Finland
(Remote
only)
Links for more
Once you have created a company account and a job, you can access the profiles links.
Industries
Language
English
Fluently
Ready for
Larger project
Ongoing relation / part-time
Full time contractor
Available
My experience
2011 - ?
freelance
Virtual Assistant, Freelancer
Upwork.
As a freelancer, I have provided a wide variety of services as an administrative assistant and customer service representative. My strength lies in my ability to work on my own with very minimal supervision, able to make sound decisions on task related issues in the absence of my client and the ability to communicate concerns in a timely manner for the success of the project. I am highly capable of adapting to new processes and systems which makes me an effective freelancer. I have proven this with good feedback from my clients and 100% success rating in the Upwork platform. Here is a link to my profile: https://www.upwork.com/fl/cristinaj9
Customer service, Service, Supervision, Processes, ME
2008 - 2011
job
Team Manager
Shell Shared Services B.V.
As a Team Manager for Shell, I was responsible for the performance of 39 Customer Master Data Analysts and 2 Assistant Team Managers providing CMD requirements for 11 countries in the APAC region. This included coaching and performance development plans to ensure not just meeting but also exceeding service level agreements. My team started very small with only 10 CMD analysts servicing the UK then eventually grew to handle the APAC region. I was primarily responsible along with my team to ensure smooth process migration from all these countries into the CMD service center in Manila.
Coaching, Service, Development, Manager
2006 - 2007
job
Program Supervisor
Sutherland Global Services.
I handled a team of 15 Email Representatives who initially started support for the Fraud Department of eBay UK. My team consistently hit all green in terms of AHT, Quality and CSAT with an average of 1 agent promotion per month. Consistent high performers we were the first team to handle multiple queues and I was the first supervisor to handle multi-skilled agents. I have been assigned as Point of Contact in the absence of my manager in more than one occasion and was also the point person for template improvements and process calibrations.
Support, Ebay, Agent, Manager
2004 - 2006
job
Processing Executive
HSBC Card Services.
• Handled inquiries for Prime and Non-prime account holders
• Performed account maintenance such as address, statement requests, card activation, etc.
• Performed soft collections on past due and over limit accounts.
• Offered Enhancement Services on credit card accounts that will help card holders take control of their finances.
• Performed account maintenance such as address, statement requests, card activation, etc.
• Performed soft collections on past due and over limit accounts.
• Offered Enhancement Services on credit card accounts that will help card holders take control of their finances.
Processing
2002 - 2004
job
Inbound travel and sales representative
PeopleSupport Philippines.
for a leading online travel agency in the US.
• Handled account inquiries for flights, hotels, cars and vacation packages bookings.
• Performed changes to member's existing travel requirements.
• Assisted members in making online payments or simply running them thru the website.
• Handled account inquiries for flights, hotels, cars and vacation packages bookings.
• Performed changes to member's existing travel requirements.
• Assisted members in making online payments or simply running them thru the website.
Sales, Website, Online
My education
AMA Computer College
BSc, Marketing Management
BSc, Marketing Management
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