Grace

Call representative experienced in outbound lead qualification for US real estate leads and high-volume inbound billing support. Currently serving as Barangay Secretary in local government, with years of combined customer service and administrative experience. Documents every call accurately and passes qualified leads to the right team.

BARANGAY SECRETARY - LGU CAVITE CITY

(2024-05)

• Maintain and control official minutes, records, and registries for all barangay proceedings, ensuring 100% document accuracy and compliance with government protocols.
• Prepare and distribute formal correspondence, notices, and resolutions to internal and external stakeholders on behalf of barangay officials.
• Manage barangay officials' schedules, meeting agendas, and filing deadlines, keeping all timelines and commitments consistently on track.
• Submit required reports and coordinated data to higher government offices, ensuring timely submission with zero missed deadlines.
• Operate under strict government regulations and compliance requirements, demonstrating process discipline and SOP adherence across all administrative functions.

CUSTOMER REPRESENTATIVE (CREDIT CARD & BILLING) - FORMERLY SYKES/SITEL MAKATI

(2022-08 - 2023-01)

• Resolved credit card billing inquiries, disputes, and fraud cases via high-volume inbound calls while maintaining customer satisfaction scores above team benchmarks.
• Investigated and processed card replacement requests, dispute resolutions, and account adjustments with full regulatory compliance.
• Educated customers on account features and self-service tools, consistently reducing repeat contact rates.

FREELANCE REAL ESTATE COLD CALLER - BIG PEACHES HOLDING LLC - Austin, Texas

(2022-02 - 2022-08)

• Made about 200 outbound calls a day to US real estate leads and property owners to introduce offers and ask qualifying questions about seller interest
• Classified leads as cold, warm, or hot based on their level of interest
• Nurtured cold leads and tracked follow-up dates in Excel so no prospect was dropped
• Passed about [4 or 5] qualified leads a week to the sales team

CUSTOMER REPRESENTATIVE (SEASONAL ACCOUNT) - INSPIRO REALIA INC.

(2021-11 - 2022-02)

• Handled inbound calls and live chats to process customer orders, verify delivery details, and document each interaction with full accuracy.
• Tracked order fulfilment, coordinated with delivery partners, and resolved issues by arranging replacements, refunds, or discounts per company policy.
• Upsold and cross-sold add-on products while maintaining strict data accuracy and payment security standards.

Undergraduate Studies - Computer Secretarial - System's Plus Computer College (1996 - 1997)