Experienced Virtual Assistant | Customer Service | 20+ Yrs Experience
Pampanga
I am a results-driven Customer Service Representative and Virtual Assistant with over 20 years of experience in the BPO industry, specializing in both voice and non-voice support. I have extensive experience handling customer interactions via phone, email, chat, and social media, consistently delivering high-quality service while meeting and exceeding performance targets. As a Virtual Assistant, I have hands-on experience in administrative tasks such as lead generation, data entry, CRM management, email handling, research, and back-office operations. I bring a strong background in sales, collections, and customer engagement, with a proven track record of being a top performer in meeting quotas and driving results. I am highly organized, detail-oriented, and efficient in managing multiple tasks in fast-paced remote environments, with solid experience using various CRM systems to ensure accurate documentation and timely follow-ups. With excellent English communication skills, strong problem-solving abilities, and a reliable work-from-home setup, I am committed to delivering exceptional customer experiences and supporting business growth in a remote setting.
Hospice Alliance Network / Illness Support Group, freelance
Oct 2024 to Jun 2025
-Identify and refer patients appropriate for hospice care -Communicate hospice services and eligibility criteria to patients, families, and providers -Collaborate with hospitals, clinics, and long-term care facilities -Maintain accurate referral records and documentation and do skip tracing if necessary -Ensure timely and compassionate follow-up on all referrals -Support the admissions process in coordination with the hospice team
Asiatel Outsourcing, full_time
Apr 2023 to May 2026
Organize and maintain sales databases and ensure data accuracy. -Assisting with email correspondence to leads and scheduling appointments. -Providing administrative support to the sales team. -Reach out to influencers, marketing experts or websites to try out the product to give a review. -Track sales activities, update customer records(skip tracing), and generate sales reports. -Addressing inquiries or concerns about the product. -Other duties assigned to the Supervisor.
Utel University, freelance
Oct 2022 to Dec 2022
- Reach out to prospective students to build awareness of the University's course offerings and requirements through phone calls, email, and other communication platforms - Keep a high level of knowledge about existing course offerings and other services - Anticipate the needs of the prospective students, address them accordingly and make recommendations as appropriate - Follow up on prospective students, if necessary. - Can deliver 150-200 calls per day reaching out to prospects who inquired about our client University. - Able to set the sense of urgency to buy our services based on the pricing guidelines. - Create a student portal ID number for successful enrollments. - Assist the potential student to login to the student portal to process the payment for the entrance fee(1stmonth) and walk them through the process on how to fill out the registration form and also on how to upload their school documents.
Remote Employee BPO Philippines, full_time
Jun 2022 to Oct 2022
- Make phone calls using an automatic dialer (Livevox) to reach out to all existing Comcast customers. - Educate the customer about the benefits of the Affordable Connectivity Program of Comcast. - Perform a PII Verification to validate the customer's authenticity. - Send a link via email/SMS to the customer for the application form and walk them through the process of filling it out - Assist the customer on how to create a National Verifier Account and how to login. - Assist the customer on how to qualify for the program and how to obtain the National Verifier ID number. - Send the link via email/SMS to the customer the consent form and assist them on how to complete it. - Fill out the second application form on behalf of the customer and read a disclosure and a disclaimer to the customer. - Answer incoming calls and accept payment for an over delinquent account that has been suspended. Reactivate the account and advised to do a reset on the customer’s modem after 30 mins.
Remote Staff Philippines, freelance
Feb 2021 to May 2021
-Make phone calls and send email correspondence to leads which have been in the client's pipeline for a few months but who have gone cold after expressing interest. -Call prospective clients to book them for a meeting with a consultant at a mutually available time.
NorthStar Philippines, full_time
Jul 2020 to Oct 2020
Do outbound cold calling of senior citizen in the US. -Assess each patient if they are eligible for the swab test that will be covered by their insurance. -Set appointments with the Insurance Dept. for further evaluation.
Iqor Clark Phils, full_time
Jan 2016 to Feb 2017
● -Contact customers to collect overdue payments and negotiate repayment terms. ● -Perform skip tracing to locate debtors through online databases, social media, and other investigative methods. ● Maintain accurate and updated account information in the system. ● Handle customer inquiries regarding balances, payment plans, and account discrepancies. ● Escalate unresolved or high-risk accounts to management for further action. ● Prepare and submit regular collection and performance reports. ● Comply with company policies, collection laws, and data privacy regulations.
TopData Global IT Solutions, full_time
Jan 2011 to May 2012
-Respond promptly and professionally to customer inquiries via email and support tickets. -Manage, organize, and prioritize incoming tickets to ensure timely resolution. -Accurately document all customer interactions, issues, and resolutions in the system. -Escalate complex cases to higher-level support or relevant departments when necessary. -Follow up with customers to ensure issues are fully resolved and satisfaction is achieved. -Maintain a consistent tone and brand voice in all written communications. =Identify recurring issues and suggest process improvements to enhance support efficiency.
Alorica / NCO Clark, full_time
Jul 2009 to Aug 2010
-Answer incoming calls or chats from prepaid customers -Assist with account setup, plan changes, payments, and troubleshooting -Provide clear, helpful, and respectful communication -Resolve issues efficiently to ensure customer satisfaction -Promote self-service options and T-Mobile services when appropriate -Maintain accurate customer records in systems
Sutherland Global Services, full_time
Jun 2007 to Feb 2009
Provide customer support for an anti-virus software account –McAfee in North America and UK. -Perform basic trouble shooting steps for Tier 1 -Provide email support specifically for install/uninstall/reinstall instructions. -Provide chat support for basic members who are using the online website.