Admin Support | Project Coordination | Scheduling | Customer Service
Metro Manila
Over 10 years of work experience in customer service, workforce management, project coordination, and admin support. I'm organized, good with details, and skilled in communication, scheduling, and meeting deadlines. Happy to chat with you about what I can bring to your team!
Generate Listings, freelance
Feb 2025 to Present
Monitored customer conversations in GoHighLevel across 100+ real estate agent client accounts, manually responding to inquiries when automated responses failed to trigger. Maintained ClickUp project boards, keeping client records and task statuses accurate and current. Cross-referenced real estate leads against public property listings to identify recent listings and sales. Reviewed monthly client reports for accuracy and completeness prior to distribution. Monitored Facebook engagement and communication channels; identified and escalated AI/chat errors to ensure timely resolution and accurate customer responses.
Google via Infosys , full_time
Nov 2024 to Nov 2026
Coordinated 20–30 research projects per month from initial intake through vendor onboarding and project kickoff. Facilitated discovery calls with researchers to gather project requirements, clarify scope, and recommend suitable research vendors based on study needs. Coordinated vendor sourcing through Salesforce, requested project quotations, scheduled vendor meetings, and supported vendor selection. Created purchase orders, monitored approval status, and coordinated project kickoff activities to ensure timely project launches. Maintained regular communication with researchers and vendors, following up on project progress and supporting issue resolution through project completion.
TTEC, full_time
Oct 2021 to Nov 2022
Managed workforce schedules across 2 lines of business supporting 100+ agents, aligning staffing plans with operational requirements and productivity targets. Led the monthly shift bidding process and maintained accurate schedules based on operational demand and staffing requirements. Coordinated with operations teams on schedule adjustments, workforce tagging, and training schedules to support service level targets. Facilitated onboarding sessions for new hires, delivering training on workforce policies, scheduling processes, and workforce management tools to support production readiness.
TTEC, full_time
Sep 2020 to Oct 2021
Monitored real-time workforce adherence across multiple accounts, adjusting schedules to address training, absences, late logins, system issues, and changing operational demands while supporting daily adherence targets. Prepared and distributed scheduled intraday and end-of-day workforce reports, providing operations leaders with timely staffing and performance updates. Partnered with operations managers to investigate attendance exceptions, process corrective actions, and maintain accurate workforce documentation. Recommended schedule adjustments based on real-time staffing conditions to support service levels and operational requirements. Coordinated with operations and support teams during system outages and unexpected disruptions, minimizing the impact on staffing coverage and daily operations.
TTEC, full_time
Jan 2019 to Sep 2020
Assisted Australian customers with electricity and gas billing inquiries, account concerns, and service requests through inbound phone support. Resolved customer concerns while delivering clear and accurate information, contributing to customer satisfaction and service quality goals.
VXI, full_time
Jul 2017 to Nov 2018
Served as the primary point of contact for a team of 12–15 agents, providing floor support, handling supervisor escalations, and assisting with complex technical and account-related concerns. Facilitated team huddles, delivered product and process updates, and conducted one-on-one and side-by-side coaching to reinforce service quality and operational standards. Partnered with supervisors to support team performance by promoting improvements in CSAT, QA, AHT, and First Call Resolution (FCR).
VXI, full_time
Jan 2016 to Jul 2017
Provided phone-based technical support for AT&T U-verse customers, diagnosing and resolving issues related to internet, television, and phone services. Guided customers through step-by-step troubleshooting, resolving technical concerns or coordinating escalations when additional support was required.
Teleperformance, full_time
Aug 2014 to Dec 2015
Handled inbound customer inquiries related to telecommunications services, including billing, account, and service concerns. Resolved customer issues by providing timely and accurate solutions while delivering quality customer service.