Looking for a job

Hanna Joice Julian

@hannajoicejulian

Customer service executive at Microsourcing Phils Inc who earned a 98% Call Quality Assurance score and is transitioning to virtual assistance.

Philippines

Message

What I'm looking for

I’m transitioning to a Virtual Assistant role to enhance back-end operations and provide top-tier client support.

At Microsourcing Phils Inc, I managed inbound and outbound call queues and client emails, earning a 98% Call Quality Assurance score. I resolved billing issues with a 75% success rate and processed refunds and donor card updates.

Previously, I handled donor retention campaigns and phone and email support at Salesworks Direct Int’l Inc, along with CRM data updates. My administrative experience includes coordinating calendars, events, logistics, and procurement documentation; I’m now transitioning to a Virtual Assistant role to enhance back-end operations and provide client support.

Experience

Work history, roles, and key accomplishments

Current

Customer Service Executive

Current

Microsourcing Phils Inc

Jan 2022 - Present (4 years 10 months)

Managed inbound and outbound call queues and client emails, achieving a 98% Call Quality Assurance score. Resolved billing issues with a 75% success rate, processed refunds, and managed donor card updates.

Omnichannel Queue Management Call Quality Assurance Billing Resolution Refund Processing Donor Card Management Team Supervision Call Scrubbing Quality Assurance Compliance Data Handling

Customer Service Executive

Salesworks Direct Int’l Inc

Jan 2018 - Jan 2022 (4 years)

Conducted strategic outbound call campaigns to assist donors with secure payment upgrades and updates. Managed front-facing customer communications across phone and email, improving customer satisfaction and retention.

Retention campaigns Inbound Support Email Support CRM Administration Data Encoding Cancellation Logs Database Accuracy

Admin Secretary

New Life Bacoor (Church)

Jan 2015 - Jan 2018 (3 years)

Provided end-to-end administrative support, managing daily operational calendars, scheduling meetings, and prioritizing executive correspondence. Coordinated logistics for large-scale events and managed volunteer databases.

Calendar Management Meeting Scheduling Correspondence Management Event Coordination Volunteer Management Documentation Preparation Record keeping Administration

Admin Assistant

Arcenal Systems Engineering

Jan 2013 - Jan 2015 (2 years)

Supported office and site operations by coordinating materials dispatch, tracking site foreman requests, and organizing delivery schedules. Handled vendor coordination, procurement documentation, and encoded financial receipts into Microsoft Excel.

Logistics Coordination Dispatch Coordination Vendor Management Procurement Documentation Data Encoding Excel Phone Inquiries Data Logging