G Suite
Zarhen Geronimo
Virtual Assistant
Summary
A versatile Bachelor of Science in Nursing graduate and Registered Nurse with a successful transition into Business Process Outsourcing before licensure acquisition. Demonstrated commitment to continuous learning and skill development, offering a diverse background poised for success as a Project Assistant in design and construction consultancy.
Experienced Organized Virtual Assistant skilled in optimizing administrative and procedural processes to ensure efficiency and accuracy. With 18 years of experience, excels in data entry, time management, and delivering superior customer service.
Bringing a fresh perspective and transferable skills to the role, adept at streamlining workflows, managing documentation, and fostering effective communication with team members and clients. Dedicated to supporting project success through seamless operations and enhancing overall team efficiency.
Overview
18
18
years of professional experience
5
5
years of post-secondary education
4
4
Certifications
Work History
Virtual Assistant
Freelance
01.2018 - Current
- Team leader, Project manager and on-boarding specialist
- All around VA, Nurse assistant, medical billing, appointment setter, data scrubber, lead generation and front desk.
- Worked with senior management to initiate new projects and assist in various processes.
- Transcribed meeting minutes to support sales, business development and senior management teams.
- Collaborated with team members to achieve project goals, facilitating clear communication among stakeholders.
- Contributed to company growth by assisting in new hire onboarding processes and training materials development.
- Increased productivity by developing process improvement initiatives for administrative tasks within executive support functions.
- Delivered timely reports on projects or key performance indicators as needed to support informed decision making.
- Improved efficiency of administrative tasks by implementing organizational systems and automating processes.
- Handled confidential and sensitive information with discretion and tact.
- Created and managed office systems to efficiently deal with documentation.
- Managed mail and both incoming and outgoing correspondence, mail, email and faxes.
- Screened calls and emails and initiated actions to respond or direct messages for managers.
- Managed executive calendars, scheduling meetings and appointments and coordinating travel arrangements to optimize time.
- Updated spreadsheets and databases to track, analyze, and report on performance and sales data.
- Facilitated training and onboarding for incoming office staff.
- Gained strong leadership skills by managing projects from start to finish.
- Worked flexible hours across night, weekend, and holiday shifts.
- Acted as a team leader in group projects, delegating tasks and providing feedback.
- Gained extensive knowledge in data entry, analysis and reporting.
- Resolved problems, improved operations and provided exceptional service.
Customer Service
Manulife Financial
09.2016 - 01.2018
- Phone and email support
- Developed customer service scorecards to measure customer service performance.
- Provided outstanding customer service.
- Evaluated customer service standards, policies and procedures to verify customer service goal achievement.
- Developed a deep understanding of customer service principles and customer service best practices.
- Improved customer service ratings and accurately solved problems using active listening and customer service skills.
Customer Service
Citi Group
02.2016 - 07.2016
- Phone support, credit card and rewards expert
- Proactively identified and reported system or process inefficiencies, contributing to continuous improvement initiatives within the department.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Received inbound customer calls related to credit and accounts receivable.
- Improved customer loyalty with exceptional service, leading to an increase in account retention rates.
- Resolved associate, tool and service delivery issues revealed by statistical reports.
- Contributed to fraud prevention efforts by diligently monitoring accounts for suspicious activity and promptly taking appropriate actions when necessary.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Sought ways to improve processes and services provided.
- Assisted in training new hires, sharing best practices and helping them quickly acclimate to their new roles as Credit Card Customer Service Representatives.
- Provided support during peak business periods such as holidays or promotional events, demonstrating adaptability under pressure.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
Sales Executive
BPI-Philam Bancassurance
03.2015 - 09.2015
- Sales representative, financial adviser, claims process
- Analyzed risk factors to recommend appropriate coverage levels.
- Reviewed clients' policies every year and recommended product additions or revisions to reflect changing needs.
- Delivered informative presentations to prospective clients, highlighting the benefits of various insurance products.
- Evaluated competitors' products and services to gain competitive advantage.
- Conducted annual reviews of existing policies to update information.
- Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
Tier 2 Support
HCL Technologies
03.2013 - 03.2015
- Level 2 Salesforce system administrator
- Improved system performance by troubleshooting, diagnosing, and resolving network connectivity problems.
- Increased team productivity with effective collaboration on complex technical projects.
- Facilitated open communication among team members, promoting a positive work environment conducive to collaboration and problemsolving.
- Facilitated continuing education and training programs to drive staff competency and professional development.
Tier 2 Support
Wipro
08.2011 - 03.2013
- Level 2 DSL technical support
- Assisted customers with technical support inquiries.
- Coordinated help desk and technical support services.
- Aided ongoing investigations and provided technical support.
- Provided expert customer service and technical support to clients.
- Offered software-related technical support through various communications channels.
- Streamlined helpdesk operations, providing timely technical support to endusers.
- Enhanced team efficiency by providing timely and accurate technical support.
Technical Support
Sykes Asia, Inc.
07.2006 - 03.2009
- Phone, email, chat technical support for imaging software
- Translated complex technical issues into digestible language for non-technical users.
- Researched and identified solutions to technical problems.
- Conducted thorough research on reported issues, identifying root causes and implementing effective fixes to prevent future problems.
- Assisted with updating technical support best practices for use by team.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Implemented feedback from customers to improve overall quality of support services provided by the team.
- Boosted first-call resolution rates with efficient problem-solving skills and deep product knowledge.
- Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
- Used ticketing systems to manage and process support actions and requests.
- Responded promptly to emergency after-hours support calls, ensuring minimal downtime for customers experiencing critical issues.
- Collaborated with cross-functional teams to identify recurring issues, developing proactive solutions to minimize future occurrences.
- Contributed ideas during team meetings that led to process improvements and increased efficiencies within the department.
- Worked closely with product development teams to report bugs and suggest enhancements based on customer feedback received during support interactions.
Education
Bachelor of Science in Nursing -
Far Eastern University
Philippines 01.2002 - 12.2006
Skills
On-boarding Specialist
undefinedCertification
Completed HIPAA Certification
Software
Zoho
CRM
Kareo
Salesforce
Athena
Timeline
Virtual Assistant
Freelance
01.2018 - Current
Customer Service
Manulife Financial
09.2016 - 01.2018
Customer Service
Citi Group
02.2016 - 07.2016
Sales Executive
BPI-Philam Bancassurance
03.2015 - 09.2015
Tier 2 Support
HCL Technologies
03.2013 - 03.2015
Tier 2 Support
Wipro
08.2011 - 03.2013
Technical Support
Sykes Asia, Inc.
07.2006 - 03.2009
Bachelor of Science in Nursing -
Far Eastern University
01.2002 - 12.2006
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