Profile of Jed Matthan Ramos

Jed Matthan Ramos Executive Virtual Assistant, Customer Service and Technical Support
15 years experience 0 projects worked Philippines
$0 earned
AmazoneCommerceSocial Media ManagementTechnical SupportVirtual Assistant

I have been working as a virtual assistant for almost 5 years now. I have worked in eCommerce, Dispute resolution, dispatch officer, Social Media management, Property management and administrative assistant, I have vast experience in the BPO industry assisting Australian and U.S. customers since 2008. Equipped with technical and customer service skills and can provide quality customer service. A fast learner and can easily adapt to a fast-paced environment. I also have experience being a Team Manager for 1 1/2 years handling 15-20 agents making sure that each individual is hitting their targets and metrics. I have basic knowledge in home networking. I can provide tickets and excellent call handling while providing quality service. I can handle and respond to emails immediately. Excellent in research using the internet. I can multitask for optimum performance to make sure that all bases are covered in the task assigned to me. I am well versed in areas of administrative work, transcription, creating business processes and compiling reports and spreadsheets. I pride myself on being extremely professional and aim to always deliver a job well done before a deadline. I am proud of my personable yet professional manner and possess excellent written and conversational communication skills. I look forward to working with you and helping you streamline your tasks to improve your business’ productivity and growth.

Work History (0)

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Work Experiences

  • Production Team Leader

    Alorica Philippines

    May 2016 - November 2017

    ● Oversee day-to-day operation.
    ● Provide 1st point of escalation for agent queries, customer complaint and issue (technical and billing) resolution.
    ● Manages and inspires the team to reach KPIs or metrics dictated by the client.
    ● Monitors the team’s progress and sets individual goals for each member.
    ● Provide guidance, instruction, direction and leadership to achieve positive results
    ● Conduct coaching sessions to develop and enhance member’s abilities and skills.
    ● Submit daily/weekly reports and tasks pertaining to performance of the team
    ● Conduct live service escalations.
    ● Identify opportunities and needs of every member and conduct training or 1 on 1 coaching to widen product knowledge and ensure that everyone has an understanding of processes.
    ● Provide important and timely updates to all team members.

  • Virtual Assistant

    Upwork

    October 2018 - July 2021

    ● Social media management for an eCommerce company.
    ● Answer queries via comments and direct messages on social media platforms such as facebook and Instagram
    ● Create Schedule posts on social media platforms like TikTok, Facebook, Instagram and Youtube.
    ● Gather content creators to advertise our products on their respective platforms.
    ● Schedule Ads on Tiktok and Facebook for marketing purposes
    ● Engage with social media account followers via comments messages
    ● Schedule events and seminars for page followers
    ● Handling products on Shopify, Amazon and Magento,
    ● Uploading products, Product description, Product variants on Amazon Vendor and Seller.
    ● Searching for new products and uploading products on our Shopify store.
    ● Create step by step processes to be followed by the Fulfillment Team and Support Team for an organized division and completion of tasks.
    ● Coordinate with Partner merchants for streamlining of informationexchange.
    ● Fulfilling, verifying and tracking orders up to the customer’s doorstep
    ● Point of escalation by the Support team for escalations regarding the order.
    ● Developed the end to end training system for new hires for the tracking team
    ● Manage escalations pushed by different departments to the tracking team

  • Property Manager

    Scale Virtually LLC

    August 2021 - May 2023

    ○ Overviewing maintenance for 9 buildings including tenants service requests.
    ○ Coordinating and Scheduling maintenance/service request from Tenants to supers.
    ○ Following up open work orders.
    ○ Completing and closing maintenance requests.
    ○ Running delinquency reports of Tenants.
    ○ Sending Moving-in and Moving-out documents.
    ○ Scheduling work order before move-in and upon move-out.
    ○ Coordinating with third party vendors regarding service requests that needs to be sourced out.
    ○ Coordinating with Supers on updates and next steps.
    ○ Coordinating with Supers for emergencies.
    ○ Full Utilization of Property Meld and Appfolio as a Maintenance coordinator.
    ○ Checking and reviewing Maintenance requests.
    ○ Closing and completing finished maintenance requests.
    ○ Following up on Property managers for updates regarding maintenance techs.
    ○ Created presentation into Maximizing KvCore and PropertyRadar.
    ○ Created Proposal into Listing the business to Google My Business.
    ○ Provided Marketing research for Business Branding and growth.
    ○ Proposed steps into Handling all Social Media Accounts (LinkedIn, YouTube, Facebook, emails etc).
    ○ Providing Start of Day report for the planned tasks for the day.

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