Bea Florence N. Son

About the Candidate

Bea Florence Son
📍 Tuyan, Naga City, Cebu, Philippines 6037
📞 09298452891 | ✉️ [email protected]

Profile
Dedicated Customer Service & Virtual Assistant Specialist with over 5 years of combined experience in the BPO industry and remote work. Skilled in managing inbound/outbound calls, resolving complex technical issues, handling travel reservations, and supporting clients through email and chat. Recognized for maintaining 95%+ customer satisfaction scores, consistently exceeding KPIs, and mentoring new hires. Proficient in CRM tools, scheduling platforms, and productivity apps. Highly adaptable, results-driven, and committed to delivering excellent customer experiences.

Core Skills
Customer Service & Communication

Inbound & Outbound Call Handling
Email & Chat Support
Active Listening & Conflict Resolution
Upselling & Cross-selling
Customer Retention Strategies
Technical & Tools

Salesforce, QuickBooks, Amadeus, Avaya, CCP, 3CX
Field One, Tech Maps, Insightful
Google Workspace, Microsoft Office
Zoom, Teams, Slack, Loom, Canva
Performance & Leadership

KPI Achievement & Exceeding Sales Targets
Coaching, Mentoring & Training New Hires
Adaptability to Shifting Schedules & Workflows
Strong Written & Verbal Communication

Work Experience
Williston Repair Group – General Virtual Assistant
Aug 2024 – Present

Manage inbound/outbound calls and email communication with clients.
Process service requests, schedule appointments, and ensure accurate documentation.
Send notifications and coordinate with customers regarding required documents.
Perform data entry and follow-ups for service ticket completion.
Achievement: Maintained a 95%+ CSAT rating by ensuring timely and clear communication.

Concentrix (Intuit Account) – Accounting Software Advisor II / Technical Support
Aug 2020 – Jun 2024

Assisted customers with payroll, tax, and accounting software issues.
Provided troubleshooting and resolution while upselling tailored solutions.
Promoted to Trainer within 6 months for outstanding performance.
Conducted product training, mock calls, and nesting support for new hires.
Achievements:
Consistently exceeded upsell and KPI targets.
Trained and mentored 20+ new hires, reducing onboarding time by 25%.

Teleperformance (Orbitz Account) – Travel Customer Service Representative
Oct 2019 – Jun 2020

Handled inbound/outbound calls for air, hotel, and car bookings.
Assisted with reschedules, cancellations, and special requests (e.g., disability support).
Delivered personalized service to ensure customer loyalty.
Achievement: Processed 50+ bookings daily with 98% accuracy and high client satisfaction.

Education
University of Cebu – Bachelor of Business Administration (Undergraduate), Major in Marketing Management
2015 – 2018

Sirao Integrated School – High School Diploma
2011 – 2015