Executive Virtual Assistant | Supporting Real Estate Professionals
Cavite
I build and maintain websites for realtors and brokers and listing pages, IDX feeds, agent bios, neighborhood pages, the whole thing. Three years of it, I've handled 30+ VIP accounts for a real estate web agency. Most of my clients come to me with the same problem "the site works, but nobody's touching it". Listings go stale, the contact form breaks quietly, and the last blog post is from 2023. I'm the person who keeps that from happening. Before real estate, I spent eleven years in Technical support and account work for Google, Intel, Amazon, McDonald's USA, and QuickBooks. That's where I learned to answer a client properly the first time, about 90% of what comes to me gets resolved on the first reply, which is the main reason my satisfaction rating stays above 95%. What I do: Listing updates, page builds, and site edits (WordPress and custom CMS) CRM setup and lead routing so inquiries actually reach you Monthly analytics reports written in plain English Client and vendor emails when you'd rather not send them yourself I work US hours and I answer fast. If you're a broker who keeps meaning to fix the website, that's the job.
Nityo Infotech Services Philippines INC, full_time
Apr 2021 to Oct 2021
-provides functional or task leadership -Coordinates special projects and system upgrades -Recommends system or process improvements, including procedures, training, and enhanced documentation -oeversees and coordinates with quick-response custoner support team and interfaces with clients (Over the phones or other support channels) to troubleshoot, analyze and diagnose more complex issues and engage appropriate technical resources to resolve client issues.
Sykes Asia Philippines , full_time
Jun 2019 to Feb 2020
-resolving technical/network issues for any Google Home products, no matter how many the client has. -Check network capacity / Availability -Ticket creation for any Google Home products that requires replacement as long as it is within warranty. -Ticket escalation once appropriate troubleshooting steps are exhausted. -Introduction of new products to clients if ever they would require a specific capability for a Google Home device.
McDonalds USA, full_time
Aug 2016 to May 2018
Provide phone-based technical support to McDonald's restaurant locations (franchise owners, managers, crew) for point-of-sale (POS) system issues Troubleshoot register/terminal malfunctions, payment processing errors, and card reader connectivity issues Support kitchen technology — kitchen display systems (KDS), drive-thru timer systems, and order management software Diagnose and resolve issues with self-order kiosks and mobile app ordering integration Troubleshoot network and connectivity issues affecting in-store systems during peak business hours (a priority given revenue impact of downtime) Walk non-technical restaurant staff through step-by-step fixes over the phone, often under time pressure during rushes Escalate hardware failures requiring on-site technician dispatch or equipment replacement Support back-office systems used for inventory, scheduling, and sales reporting Log all incidents in the ticketing system with accurate details for tracking and trend analysis Meet strict SLA targets — since a down POS system directly halts a restaurant's ability to take orders Coordinate with field service technicians and equipment vendors for hardware repairs or replacements Provide after-hours or 24/7 support coverage, since restaurants operate extended hours including holidays Document recurring issues and contribute to the internal knowledge base to reduce repeat calls across thousands of locations
ATOS Information Technology, full_time
Aug 2016 to May 2018
Provide first-line IT support to end users (employees of Atos or its enterprise clients) via phone, email, chat, or ticketing system Troubleshoot hardware, software, and connectivity issues on desktops, laptops, and mobile devices Manage user account administration — password resets, account unlocks, and access provisioning through Active Directory Support Microsoft Office 365, Windows OS, and standard enterprise applications used by client organizations Log, categorize, and prioritize incidents in the ITSM ticketing system (e.g., ServiceNow, Remedy) following ITIL best practices Troubleshoot VPN, network connectivity, and remote access issues for employees working off-site Escalate unresolved or complex issues to Tier 2/3 support teams, following defined escalation paths Support video conferencing and collaboration tools (Teams, Zoom, Skype for Business) for client operations Perform basic remote troubleshooting using remote desktop tools to diagnose and resolve issues without dispatching a technician Maintain accurate documentation of resolutions and update the internal knowledge base for recurring issues Meet SLA targets for response time, resolution time, and customer satisfaction (CSAT) — critical in a managed services/outsourced IT environment Follow strict data security and confidentiality protocols, since Atos supports multiple client accounts with sensitive data Coordinate with client-specific IT teams when supporting multiple accounts under Atos's managed services contracts
Schneider Electric, full_time
Jun 2015 to Jun 2016
Handle inbound customer inquiries via phone, email, or chat regarding Schneider Electric products (circuit breakers, automation systems, UPS units, energy management solutions) Process orders, quotations, and order status updates for distributors, contractors, and end customers Coordinate with sales, logistics, and warehouse teams to track shipments and resolve delivery delays Handle product returns, warranty claims, and replacement requests according to company policy Provide basic product information and specifications to help customers select the right solution, escalating technical questions to sales engineers when needed Process and follow up on customer complaints, ensuring timely resolution and proper documentation Maintain accurate customer records and order history in the CRM/ERP system (e.g., SAP) Support billing and invoicing inquiries, coordinating with finance teams on discrepancies Liaise between customers and internal departments (sales, technical support, logistics) to ensure smooth order fulfillment Meet service level agreements (SLAs) for response time and case resolution Assist with proactive communication on backorders, lead times, or product availability issues Support B2B clients (electricians, contractors, distributors) as well as occasional direct end-user inquiries
Sutherland, full_time
Sep 2014 to Apr 2015
Provide phone, chat, or email support to QuickBooks customers (small business owners, bookkeepers, accountants) troubleshooting software issues Assist customers with installation, setup, and configuration of QuickBooks Desktop and QuickBooks Online Troubleshoot data file issues — corrupted company files, data damage, and file recovery Help customers with payroll processing issues, tax table updates, and direct deposit setup Guide customers through bank feed connections, reconciliation errors, and transaction import issues Assist with QuickBooks Payments setup, including merchant account and payment processing troubleshooting Walk non-technical users (many with limited accounting or tech background) through complex processes in plain language Diagnose connectivity and multi-user network issues for QuickBooks Desktop in shared/office environments Escalate advanced data corruption or billing disputes to specialized teams (e.g., Data Services, Billing) Document customer interactions and resolutions accurately in Intuit's CRM/case management system Meet performance metrics — average handle time (AHT), first-contact resolution (FCR), and customer satisfaction (CSAT) Stay current on product updates, since QuickBooks releases frequent version updates and seasonal tax changes (especially during tax season, a high-volume period) Educate customers on self-service resources (QuickBooks Community forums, help articles) to reduce repeat contacts
Ernst & Young, full_time
Mar 2014 to Aug 2014
Provide first-line technical support to EY employees (partners, associates, staff) via phone, email, or ticketing system for hardware, software, and network issues Troubleshoot and resolve issues with Windows/Mac OS, Microsoft Office 365, VPN access, and enterprise applications Manage user accounts, password resets, and access permissions through Active Directory Set up and configure laptops, desktops, mobile devices, and peripherals for new hires and existing staff Escalate complex technical issues to Tier 2/3 IT teams or specialized departments when first-line resolution isn't possible Document all support interactions and resolutions in the IT service management system (e.g., ServiceNow) Support video conferencing and collaboration tools (Microsoft Teams, Zoom) for client meetings and internal calls Assist with software deployments, patches, and updates across the organization Maintain IT asset inventory (laptops, monitors, accessories) and coordinate equipment returns/replacements Provide remote support for employees working off-site or with clients Follow ITIL-based processes for incident, problem, and change management Ensure compliance with EY's data security and confidentiality policies, given the sensitive nature of client financial data
Time Warner Cable, full_time
Jun 2013 to Feb 2014
Provide phone-based technical support to residential and business customers for cable TV, internet, and digital phone services Troubleshoot connectivity issues with modems, routers, and set-top boxes, walking customers through step-by-step fixes Diagnose and resolve issues with internet speed, signal loss, Wi-Fi connectivity, and intermittent service outages Guide customers through equipment self-installation and remote activation of modems/routers Identify when an issue requires a field technician dispatch versus what can be resolved remotely Use diagnostic tools to check line signal levels, network status, and outage reports in the customer's area Educate customers on device settings, parental controls, and account features (e.g., email, voicemail, on-demand services) Document each call accurately in the CRM/ticketing system, noting resolution steps and follow-up needs Meet call handling metrics — average handle time (AHT), first-call resolution (FCR), and customer satisfaction (CSAT) scores Upsell or cross-sell additional services (bundles, premium channels, speed upgrades) when appropriate De-escalate frustrated customers dealing with service outages or billing-related technical disputes Follow up on unresolved tickets and coordinate with field service teams or billing departments as needed
Stream, full_time
Nov 2011 to May 2013
Provide phone, chat, or email support to QuickBooks customers (small business owners, bookkeepers, accountants) troubleshooting software issues Assist customers with installation, setup, and configuration of QuickBooks Desktop and QuickBooks Online Troubleshoot data file issues — corrupted company files, data damage, and file recovery Help customers with payroll processing issues, tax table updates, and direct deposit setup Guide customers through bank feed connections, reconciliation errors, and transaction import issues Assist with QuickBooks Payments setup, including merchant account and payment processing troubleshooting Walk non-technical users (many with limited accounting or tech background) through complex processes in plain language Diagnose connectivity and multi-user network issues for QuickBooks Desktop in shared/office environments Escalate advanced data corruption or billing disputes to specialized teams (e.g., Data Services, Billing) Document customer interactions and resolutions accurately in Intuit's CRM/case management system Meet performance metrics — average handle time (AHT), first-contact resolution (FCR), and customer satisfaction (CSAT) Stay current on product updates, since QuickBooks releases frequent version updates and seasonal tax changes (especially during tax season, a high-volume period) Educate customers on self-service resources (QuickBooks Community forums, help articles) to reduce repeat contacts
Sitel, full_time
Mar 2009 to May 2011
Provide phone, chat, or email support to customers troubleshooting Lexmark printer and multifunction device (MFP) issues Diagnose hardware problems — paper jams, print quality issues, toner/cartridge errors, and mechanical malfunctions Troubleshoot printer connectivity — USB, wired network, and wireless (Wi-Fi) setup and configuration issues Guide customers through driver installation, firmware updates, and software configuration on Windows/Mac systems Support network printer setup in office environments, including IP address configuration and print server issues Assist business customers with fleet/print management software and enterprise printing solutions Walk customers through error codes and diagnostic messages displayed on printer control panels Determine when an issue requires a replacement part, on-site technician, or return/warranty service Educate customers on maintenance best practices (cartridge replacement, cleaning cycles, firmware updates) to prevent recurring issues Document all support cases in the ticketing/CRM system with clear resolution notes Meet performance metrics — average handle time (AHT), first-call resolution (FCR), and customer satisfaction (CSAT) Support both consumer/home users and business/enterprise clients with varying technical skill levels Coordinate with logistics/parts teams for warranty replacements or repair dispatch when needed