Fidela Marie Ilustre

Experience

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  Convergys

  Jun 2013 - Dec 2013

  Customer Service Representative

  Determined requirements by working with customers from The United States through inbound phone calls.Answered inquiries by clarifying desired information; researching, locating, and providing information. Resolved problems by clarifying issues; researching and exploring answers and alternative solutions; implemented solutions; escalating unresolved problems. Fulfilled requests by clarifying desired information; completing transactions; forwarding requests. Sold additional services by recognizing opportunities to up-sell accounts; explaining new features. Maintained call center database by entering information. Kept equipment operational by following established procedures; reporting malfunctions. Updated job knowledge by participating in educational opportunities. Enhanced organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments. Show less

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  Accenture

  Apr 2015 - Aug 2017

  Transaction Processing Associate (Order Management)

  Perform Service Fulfillment activities for a given function with medium to full supervision including: Observed the SLA's and performance measurements assigned. Participated and implemented Operational Excellence initiatives. Escalated issues and seek advice when faced with non-standard issues/problems Interacted largely with own workgroup but may interact with users around first line queries/requests. Performed a variety of other duties and accountabilities as business need dictates Liaised with other support teams, or product teams Developed and maintained product knowledge, industry knowledge, and business and professional skills by participating in on-the-role training and classroom training Shared information required for the team to be successful Provided functional and/or technical support Received and logged internal and/or external customer problem/request/issue and ensure proper documentation Performed customer request/problem identification and follow defined procedures to resolve correctly Developed and maintained knowledge of customer and customer-specific business environment Developed and maintained an understanding of customer Service Level Agreements and department's/product's key performance requirements. Show less

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  PSG Global Solutions

  Jan 2018 - Aug 2018

  Senior Recruiter

  Handled IT requirements from US based clients.Responsible for full-cycle recruiting: sourcing, interview, offer, negotiation, and closed candidates for assigned requisitions.Sourced from Job Portals (Monster, Dice, Career Builder, ZipRecruiter, Yahoo Hot Jobs), Made job postings on the Job Portal.Well versed about US Terms like W2, C2C, 1099, US Visas, etc.Worked on Contract, Permanent & C2H (Contract to Hire) positions.Responsible for coordinating fulfillment of other formalities such as background check, drug test etc., leading to joining post placement.Responsible for achieving a good conversion ratio of submittals into interview and placement.Responsible for Strategy Development process which includes understanding client requirements & mapping the relevant targets.Maintained close contact with candidates/Vendors/ recruiters/offshore team.Attended daily meetings with offshore team with status update, discuss requirements to be worked as per the priorities, reset the focus as per the requirement need. Manage and handle issues of the offshore recruitment team.Published progress report to management every week.Updated about technologies of the client requirements and knowledge of current IT trends.Adept in various Applicant Tracking Systems and Vendor Management Systems (e.g. SAP Fieldglass, Talentcube, Beeline, Erecruit). Show less

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  Sitel

  Aug 2018 - Mar 2019

  Recruitment Specialist (Executive Search)

  Sourced, recruited, and interviewed prospective employees for operations and corporate non-agent positions.Determined appropriate match of applicant skills to job responsibilities and supports administration of pre-employment testing and behavioral interviewing.Partnered with site management to understand and anticipate recruiting needs and ensure appropriate applicant flow.Supported Recruiting Supervisor and/or Manager in administration of all recruiting and employment activities.Responsible for Recruitment Onboarding and Compliance.Responsible for Vendor Management for Background Check and Pre-Employment Medical Exam.Generated Recruitment-Related reports.Conducted audits. Show less

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  Private Company

  Mar 2019 - Mar 2020

  International English Communication, ESL and IELTS Teacher

  Taught a full course load, serves as an advisor, and satisfies extracurricular activity responsibilities as defined by the administration.Planned, prepared, and taught well developed lessons which enthuse and inspire students, and promote enjoyment of learning.Effectively and appropriately differentiated instruction so as to meet all students’ learning styles with an appreciation for students’ learning differences.Selected and sequences appropriate materials, resources, and approaches according to the course/content area and audience of learners.Assessed, tracked, and provided relevant and timely feedback on achievement (performance and growth) and developmental needs to students, academic, and other managers/colleagues.Wrote reports on students with clear formative comments and targets as to how to improve work by defined deadlines given, and provide regular estimated grades and feedback on assessments.Maintained current lesson plans, assessment data (i.e., grades), and attendance records using a defined school-sanctioned electronic interface.Designed, administered, and evaluated a range of formative and summative assessments as appropriate.Completed administrative tasks as defined and by set deadlines.Inducted students appropriately to provide academic advice, counseling, educational guidance, and advisory support, including individual learning plans, as directed.Supervised students’ attendance and behavior.Developed materials and resources, implement, support and/or lead in the production and improvement of curriculum planning as appropriate, and undertake other academic project work as directed.Ensured lessons are in line with planning and their respective objectives, and that segments of lessons are shared with students, as appropriate.Provided feedback on materials, courses, and lessons to academic and other managers/colleagues as requested.Utilized learning spaces and tools effectively (i.e., notice boards, displays). Show less

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  Travltalk.co

  Nov 2019 - Feb 2021

  Contributing Writer

  Wrote about certain countries precisely and without any bias.Studied the area and evaluated the different aspects of the place like boarding and lodging facilities, travel convenience, cost of stay, tourist destinations and the best time of the year to visit the place.Provided an impression of the place and translated it into words.Performed research about the history, geography, and topography of the place.

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  Upwork

  Feb 2020 - Feb 2021

  Virtual Assistant / Content Writer

  Answers and direct phone calls; organize correspondence and answer emails.Prepares and organizes databases and reports.Manages social media accounts and replies.Writes, edits and publishes engaging content for various social networks, including LinkedIn, Facebook, Twitter, and Instagram. Optimizes social media posts (language, tone, message) based on our target audience's behaviors.Handles confidential employer and client information.Take notes or transcribe meetings.Schedule meetings and arrange the employer's calendar; schedule meeting spaces and conference rooms.Arranges payments for vendors, travel, and sales expenses.Creates purchase orders and tracks and manages payments.Presents excellent customer-service skills to customers and clients.Responsible for Project Management which includes planning the project, creating a schedule and timeline, executing each phase, managing the budget, serving as the liaison among all clients, to troubleshooting and maintenance.Manages filing systems, updates records, and organizes documentation.Prepares and creates PowerPoint presentations and materials as needed; research materials and sources for presentations. Show less

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  Olivia’s Studio

  Jun 2020 - Feb 2021

  Editor In Chief

  Developed and researched ideas for YouTube videos.Created an initial framework for the video.Wrote, proofread, and edited a story into a script.Met with the producer to pitch topics and ideas.Wove together visual elements in scenes with plot and dialogue.Worked with the producer and the editors to edit and adjust the video as needed.Responsible for marketing and promoting the videos in social media platforms.

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  SPi Global

  Feb 2021 - Sept 2021

  Business Editor

  Responsible for maintaining/updating client databases, and preventing/ correcting content errorsEnsures that documents are published online, on time and of good quality through using a monitoring/tracking toolAnalyzes and ensures completeness/ validity of errors in documents raised by clientsCompares client system information with given documents

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  The/Studio

  Mar 2021 - Aug 2021

  Content Writer

  Wrote product listing in the e-commerceWrote SEO titles so that consumers easily find their desired product at The/Studio Technologies and on the website of Supplied!, a US-based e-commerce platform enabling and empowering businesses across the world by transforming the first mile of the supply chain.

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  Go Business Plans

  Sept 2021 - now

  Business Analyst/Business Plan Writer