Virtual Assistant | Customer Service | Team Leader
Negros Occidental
I am a dedicated customer service and operations professional with several years of experience in customer support, sales, team leadership, and administrative coordination. I began my career as an Appointment Setter for travel club and timeshare accounts, where I developed strong communication, relationship-building, and sales support skills. I then joined Bradford Exchange as a Customer Service Representative, consistently delivering excellent customer service by handling inquiries, resolving issues, processing orders, and ensuring customer satisfaction. Through hard work and strong performance, I was promoted to Team Leader, where I supervised and coached customer service representatives, monitored performance metrics, provided training and feedback, managed schedules, and ensured the team consistently met quality and productivity goals. In addition to my customer service background, I have experience in HVAC, giving me the ability to understand technical information, troubleshoot problems, and communicate effectively with both customers and technicians. My strengths include: Customer Service & Customer Support Team Leadership & Staff Coaching Appointment Setting & Sales Support Administrative & Executive Assistance Calendar & Email Management Data Entry & Documentation Strong Communication & Problem Solving Microsoft Office, Google Workspace, and CRM Systems Attention to Detail and Time Management I am reliable, organized, and committed to delivering high-quality work. Whether assisting executives, supporting customers, coordinating daily operations, or leading a team, I take pride in being proactive, dependable, and focused on achieving excellent results. I am always eager to learn new tools and processes to help businesses grow and succeed.
TransparentBPO, full_time
May 2020 to Present
Led and supervised a team of Customer Service Representatives, ensuring consistent achievement of service level agreements (SLAs), quality standards, and performance targets. Coached, mentored, and developed team members through regular feedback, performance evaluations, and one-on-one coaching sessions. Monitored key performance indicators (KPIs) including quality assurance, attendance, and productivity. Handled escalated customer concerns, providing timely resolutions while maintaining a high level of customer satisfaction. Conducted team meetings, training sessions, and performance reviews to improve engagement and operational efficiency. Collaborated with management and cross-functional teams to implement process improvements and achieve business objectives. Prepared reports, monitored daily operations, and ensured compliance with company policies and procedures. Recognized for strong leadership, problem-solving skills, and the ability to motivate teams to consistently exceed performance goals.