Operations Virtual Assistant | Customer Support | Admin & CRM
Metro Manila, Quezon City, Philippines
Experienced Operations Virtual Assistant with 16+ years of experience in customer support, administration, CRM management, and day-to-day business operations. I can help with customer support, email and chat management, data entry, CRM and ticket management, reporting, documentation, research, task coordination, and process support. Tools: Zendesk, Microsoft Excel, Google Sheets, Asana, Monday.com, Slack, and Microsoft Teams. I'm organized, detail-oriented, dependable, and comfortable working independently. I take ownership of tasks, communicate clearly, follow processes, and make sure work is completed accurately and on time. If you need a reliable Operations VA who can support both your customers and your business operations, I'd be happy to help.
Context Logic Inc. (Wish), contract
Oct 2014 to Feb 2016
Identified and mitigated risk by accurately tagging and flagging counterfeit products within the client's CRM platform. Conducted content audits and detailed database reviews to enforce quality standards and regulatory compliance for user-uploaded merchandise. Screened product listings to optimize platform safety and enhance the overall user experience.
Upwork Inc., contract
Dec 2013 to May 2026
Led and supported a Customer Support team in a fast-paced remote environment, overseeing daily operations, team performance, customer experience, and service quality. Managed performance metrics including CSAT, FCR, SLA, productivity, AHT, and ticket handling, while providing regular coaching and performance feedback to help team members improve. Handled escalations, supported complex customer issues, monitored operational trends, prepared performance reports, and partnered with management to identify process and workflow improvements. Used data and performance insights to drive accountability, improve service delivery, and maintain operational standards. Strengthened team performance through targeted coaching, improved consistency in customer support processes, and helped maintain service quality while managing day-to-day operational priorities.
Upwork Inc., contract
Aug 2009 to Dec 2013
Provided professional customer support through email and chat, assisting customers with account, platform, and service-related concerns while maintaining accuracy, empathy, and timely resolution. Consistently exceeded established performance metrics and earned monthly performance bonuses for strong productivity and service results. Trained and supported new hires during their onboarding and transition into production, helping them understand customer support processes, tools, policies, and performance expectations. Maintained accurate customer records and case documentation, followed established procedures, and escalated complex concerns when necessary. Developed strong product knowledge, problem-solving, communication, and customer service skills that contributed to my promotion to Team Leader in December 2013.