Data Entry Administrative Professional | General VA
Benguet
Hi, I’m Mae — a reliable and detail-oriented Administrative and Data Entry Specialist with experience in customer support and sales support. I help businesses stay organized and efficient by handling data entry, record management, and administrative tasks with a high level of accuracy. I’ve worked with CRM and ERP systems, where I regularly update records, review data for errors, and ensure everything is complete and well-organized. I’m comfortable working with structured processes and can quickly adapt to new tools and systems. One of my key strengths is my ability to maintain focus and consistency, even when handling repetitive or time-sensitive tasks. I work efficiently without compromising accuracy, and I take pride in delivering clean, error-free results. I’m also highly dependable, able to work independently, and committed to meeting deadlines. Most of my previous roles have been remote, and I’m very proficient in using Zoom and other online tools for communication and coordination. This allows me to collaborate smoothly with teams and clients, no matter the time zone. What sets me apart is my discipline, attention to detail, and strong sense of responsibility. I don’t just complete tasks—I make sure they’re done right. I’d be happy to support your business and help lighten your workload. Let’s work together!
The Wound Pros Inc., full_time
Dec 2022 to Dec 2025
●I worked closely with the manager and supervisor in coordinating team assignments and daily tasks while providing administrative support through Google Workspace. I personally developed and documented the Standard Operating Procedures (SOPs) for the reception team, including call flow processes, quality analysis standards, training workflows, complaint handling procedures, and Dialpad troubleshooting. I formally presented these SOPs to the Six Sigma team for review and alignment, helping streamline operations, improve call quality, and ensure consistency in training and issue resolution across the team.Support the Team Lead by summarizing department meetings. ●I served as a trusted extension of my manager by participating in manager- and senior manager–level meetings, both alongside leadership and as the designated representative in my manager’s absence. I captured and synthesized critical discussions, decisions, and action items with a high degree of accuracy and discretion, ensuring executive priorities were clearly communicated and seamlessly executed across teams. ●I acted as a central point of contact for Dialpad VOIP operations, providing first-line troubleshooting support to the reception team and leadership. In addition to resolving basic system issues, I managed team setup and access within the platform and escalated complex technical concerns to the appropriate stakeholders, ensuring minimal disruption to business operations and continuity of communication. ●I partnered closely with the Quality Analyst to retrieve, organize, and curate weekly call recordings into structured playlists to support quality reviews. Leveraging my in-depth product knowledge and prior quality analysis experience, I also assisted in auditing calls and scoring team performance based on established QA rubrics, contributing to data-driven performance evaluations and continuous service improvement. ●I supported my manager in generating daily, weekly, and monthly performance reports for the team, which were presented to the executive leadership. In my manager’s absence, I personally presented and reported the team’s performance data, ensuring leadership had accurate, timely insights to support decision-making. ●During manager and supervisor discussions, I contributed strategic insights drawn from my experience as a former team leader, offering recommendations on effective team management, tailored communication approaches based on individual personalities, and proactive conflict resolution. I consistently served as a neutral mediator, helping align leadership decisions with team dynamics to foster collaboration, trust, and high performance. .
Peak Support Inc., full_time
Apr 2021 to Dec 2022
●Supervised a team of customer support representatives handling towing and roadside assistance requests. ●Monitored team performance, ensuring adherence to quality and response time targets ●Conducted coaching sessions, one -on-ones, and performance evaluations to promote skill development. ●Prepared daily and weekly reports on team metrics, including call handling time, customer satisfaction, and attendance. ●Fostered a positive and efficient team environment through recognition and feedback ●Responded to customer calls requesting towing or roadside ●Collected and verified details such as vehicle location, make and model, and issue type to coordinate dispatch ●Assisted customer in understanding service coverage, estimated arrival time, and billing inquiries ●Escalated urgent or unresolved cases to the operations or dispatch team when necessary
Concentrix Phil. Corp., full_time
Jun 2015 to Jan 2020
●Manage a team of approx. 15 Customer Service Representatives and ensure that all key metrics of performance as per the Client SLA are met and exceeded. ● · Manage and strengthen Client Relationship. ●· Act as the first level of escalations and resolve all people issues within the team through regular feedback, One-to-One sessions & Team Meetings/Calibrations ●· Manage team performance and responsible for the overall development of the team ● · Institute creative & innovative Rewards & Recognition activities for enhancing team performance and motivation; foster career advancement of the team members within the project or lateral movement. ● · Responsible for managing people metrics within the team eg. attrition, absenteeism, schedule adherence etc. ●· Handle escalated customer calls and guide/assist the agents to take calls in premium queue and use customer service tools. ●· Responsible for daily, weekly, monthly reporting to Clients as per their requirement