Virtual Assistant | Customer Service
Agusan del Sur
Hi, I’m Kicker. I have 7+ years of experience in customer service and technical support, working with different companies and customers across various industries. My experience has helped me build strong communication, problem-solving, organization, and attention-to-detail skills. I’m also comfortable working with different software, handling emails and chats, managing information, and learning new tools quickly. I’m now looking to bring these skills into a remote administrative or virtual support role. What sets me apart is my willingness to learn, adaptability, and strong customer-focused background.
Atlas Financial, freelance
Oct 2025 to Aug 2026
- Exceeded performance expectations by maintaining 95%+ CSAT scores over multiple consecutive months. - Consistently earned 90%+ QA scores through attention to detail and compliance with quality standards. - Demonstrated strong First Contact Resolution performance by resolving customer issues on the first interaction while maintaining service quality.
IT Managers, contract
May 2025 to Oct 2025
- Processed on-cycle payroll with 100% accuracy, ensuring timely and error-free compensation for all employees. - Resolved payroll discrepancies and employee inquiries in a timely manner, enhancing employee satisfaction and trust. - Collaborated with cross-functional teams to streamline payroll workflows, contributing to improved efficiency and reduced processing time.
Peak Support LLC, full_time
Feb 2024 to Mar 2025
- Diagnosed and resolved software issues, including crashes and performance problems, using troubleshooting tools and systematic methods - Achieved high first-contact resolution, minimizing downtime and enhancing user satisfaction through effective communication - Leveraged troubleshooting expertise and strong communication skills to resolve 25+ customer inquiries per day through step-by-step guidance, achieving a 90% customer satisfaction rating - Enhanced customer satisfaction by providing step-by-step guidance on maximizing product features and functionality, ensuring a seamless user experience
ModSquad, freelance
Nov 2023 to Jan 2024
- Processed 15+ subscription upgrades daily, driving revenue growth of $500 monthly and enhancing customer retention - Monitored and flagged suspicious activity by analyzing account behavior, verifying identities, and escalating cases to the security team, strengthening account security - Investigated and processed refund and chargeback requests by reviewing transaction details, verifying customer claims, and collaborating with the billing department, ensuring compliance with company policies and minimizing revenue loss
Newfold Digital, full_time
May 2022 to Sep 2023
- Handled 40+ daily inquiries, resolving billing and technical issues for domains and websites by troubleshooting and providing clear solutions, achieving a 95% accuracy rate - Optimized website performance and online visibility by managing web hosting settings, configuring domain names, and implementing search engine optimization best practices for customers - Resolved domain name system issues by fixing server settings, optimized email configurations by adjusting domain records, and assisted with secure sockets layer certificate installations, boosting website security, reliability, and user trust
Continuum Global Solutions, full_time
Feb 2020 to Jan 2022
- Delivered accurate and efficient solutions by addressing general inquiries, resolving billing concerns, and troubleshooting technical issues, enhancing customer satisfaction - Managed and upgraded subscriptions for an average of 5+ customers per day, contributing to a 10% increase in revenue - Helped customers switch to more cost-effective or feature-rich plans by analyzing their needs and recommending optimal options, enhancing long-term satisfaction and optimizing their service experience
ePerformax, full_time
Mar 2019 to Dec 2019
- Enhanced customer experience by resolving credit-related inquiries, managing accounts, and providing seamless support to Sprint customers - Managed an average of 50+ customer calls per day in a fast-paced call center environment by actively listening, diagnosing issues efficiently, and providing clear, step-by-step troubleshooting, resulting in a 90% first-call resolution rate - Managed and optimized customer plans, device protection, and add-ons by identifying needs and recommending suitable upgrades, contributing to a 5% increase in revenue
Concentrix, full_time
Aug 2016 to Dec 2018
- Enabled accurate payroll processing and tax calculations by assisting accountants and business owners, ensuring compliance and efficiency - Ensured compliance with regulations by daily supporting 30+ accountants and business owners in accurately processing payroll and submitting taxes, minimizing errors and streamlining operations - Enhanced payroll accuracy and tax compliance by guiding accountants in managing payroll, tax filing, and financial transactions using cloud-based accounting software solution