Marisol Montevirgen

An experienced Admin Assistant and Data Entry Clerk with exceptional skills in customer service, data entry, operations support team handling. Excellent knowledge of some CRM systems and management tools.

Freelance Data Entry Specialists at Freelance Data Entry Specialists (2024-11 – Present)

• Accurately enter text-based and numerical data from source documents, including customer and account information, with established time limits.
• Organize and prioritize information effectively to prepare data for computer entry, ensuring all required information is readily accessible.
• Compile and verify the accuracy of data, following specific protocols to minimize errors and improve efficiency.
• Carefully review data to identify deficiencies or errors, correct issues where possible, and ensure that all entries are accurate and complete.
• Research and gather information for incomplete or missing data, ensuring that entries meet the required standards.
• Apply data entry and management techniques, leveraging tools and software to maintain streamlined processes and adherence to organizational procedures.
• Generate regular and ad-hoc reports, ensuring all date entries are accessible, organized and securely stored in designated locations.
• Conduct back up operations to safeguard completed work and ensure all documentations is up to date.
• Handle sensitive information with discretion, strictly adhering to data integrity and security policies to maintain confidentiality.
• Respond to internal queries regarding data access, ensuring authorized personnel can retrieve information securely and efficiently.
• Coordinate with IT or maintenance teams as needed to keep all data entry equipment/tools in optimal working condition.

Freelance Project Assistant (Project Based) at Freelance Project Assistant (2024-07 – 2024-10)

• Maintained and organized numerous office files
• Constantly updated the company's contact and mailing lists
• Compile, file, and maintain project documents, databases, and reports
• Prepare meeting agendas and take detailed minutes.
• Served as a liaison between managers and team members, sending updates, coordinating schedules, and keeping stakeholders informed.
• Monitor timelines, track milestones, and help identify potential issues or risks.

Quality Analysts / Operations Manager at Blaze Telemarketing Inc (2021-08 – 2024-12)

• Listening to calls and scores them against the criteria
• Provides constructive feedback and conducts coaching sessions to improve agent skills.
• Analyzes quality data to spot trends, issues and areas for improvement.
• Recommends changes to policies, procedures or training to enhance overall quality.
• Ensures adherence to company policies, procedures and industry regulations.
• Develop and implement strategies, improve workflows, monitor performance metrics (KPIs), and find ways to increase efficiency and reduce waste.
• Recruit, train, supervise, and mentor staff; handle high-level HR duties and foster a productive environment.
• Collaborate with other department heads and upper management to achieve organizational objective

Freelance VA for Real Estate Company (Project Based) at Freelance VA for Real Estate Company (2022-12 – 2023-12)

• Data entry, organizing files, bookkeeping, managing emails, and calendar management.
• Cold calling, lead qualification, follow-ups, creating buyer/seller lists, and managing lead data in CRMs.
• Acting as the first point of contact, handling inquiries, conducting satisfaction surveys, and scheduling viewings/meetings.
• Assisting with MLS entries, property research, and managing listing details

Quality Assurance Analyst at Strategic Professional Solutions (2022-03 – 2022-12)

• Listening to calls and scores them against the criteria
• Provides constructive feedback and conducts coaching sessions to improve agent skills.
• Analyzes quality data to spot trends, issues and areas for improvement.
• Recommends changes to policies, procedures or training to enhance overall quality.
• Ensures adherence to company policies, procedures and industry regulations.

Operations Support Associate at Offshore Outsource Operations (2017-01 – 2022-02)

• Perform clerical duties, manage records, schedule meetings, handle communications (emails, calls)
• Monitor daily workflows, coordinate activities between departments, ensure tasks meet goals.
• Gather, analyze, and visualize data to help with decision-making; create reports and dashboards.
• Address and resolve inquiries, errors and disruptions, often escalating complex cases.
• Liaise with internal teams, clients or external vendors to ensure smooth operation

Operations Support Associate at One World Connections (2014-03 – 2015-03)

• Perform clerical duties, manage records, schedule meetings, handle communications (emails, calls)
• Monitor daily workflows, coordinate activities between departments, ensure tasks meet goals.
• Gather, analyze, and visualize data to help with decision-making; create reports and dashboards.
• Address and resolve inquiries, errors and disruptions, often escalating complex cases.
• Liaise with internal teams, clients or external vendors to ensure smooth operation.

Grade 1 - Operator (Customer Service Rep for Telco Account) at Delegait International (2013-04 – 2013-10)

• Respond to inbound and outbound calls, emails, or live chats professionally and empathetically.
• Identify customer needs, troubleshoot technical or account problems, and provide effective solutions to ensure first-call resolution.
• Accurately document all customer interactions, complaints, and remedial actions in a CRM (Customer Relationship Management) system or ticketing software.
• Maintain a thorough understanding of the client's products, services, and policies to provide accurate information.
• Meet or exceed key performance indicators (KPIs) such as Average Handle Time (AHT), Customer Satisfaction (CSAT) scores, and quality assurance benchmarks.
• Route complex or unresolved issues to the appropriate department or higher-level support

Customer Service Representative - Online Shopping at Iventures (2012-08 – 2013-02)

• Respond to inbound and outbound calls, emails, or live chats professionally and empathetically.
• Identify customer needs, troubleshoot technical or account problems, and provide effective solutions to ensure first-call resolution.
• Accurately document all customer interactions, complaints, and remedial actions in a CRM (Customer Relationship Management) system or ticketing software.
• Maintain a thorough understanding of the client's products, services, and policies to provide accurate information.
• Meet or exceed key performance indicators (KPIs) such as Average Handle Time (AHT), Customer Satisfaction (CSAT) scores, and quality assurance benchmarks.
• Route complex or unresolved issues to the appropriate department or higher-level support

Quality Assurance Analysts at Spark Marketing and Research (2008-07 – 2012-08)

• Listening to calls and scores them against the criteria
• Provides constructive feedback and conducts coaching sessions to improve agent skills.
• Analyzes quality data to spot trends, issues and areas for improvement.
• Recommends changes to policies, procedures or training to enhance overall quality.
• Ensures adherence to company policies, procedures and industry regulations.
• Develop and implement strategies, improve workflows, monitor performance metrics (KPIs), and find ways to increase efficiency and reduce waste.
• Recruit, train, supervise, and mentor staff; handle high-level HR duties and foster a productive environment.
• Collaborate with other department heads and upper management to achieve organizational objective

Telesales Representative at Spark Marketing and Research (2007-07 – 2008-06)

• Make calls to prospects (cold calling) to introduce products/services, explain features, and persuade customers to buy.
• Ask questions to understand customer requirements and tailor solutions, focusing on value.
• Close sales, upsell related products, and secure contracts.
• Qualify leads for the field sales team, increasing their efficiency.