Executive Assistant | General Virtual Assistant
Davao del Sur
Hi, I'm Onni. I have over 6 years of experience in BPO and customer support, working with U.S.-based companies like NETGEAR, Frontier Communications (Verizon), and Amazon Seller Central. Most of my background is in technical support and customer service — handling calls, chats, and emails, documenting cases accurately, and managing CRM systems like Salesforce and Zendesk. I'm now moving into virtual assistant work because I want to use these skills in a more organized, admin-focused role. I'm comfortable with Google Workspace and Microsoft Office, and I've also had experience helping coach teammates and putting together performance reports during my time at NETGEAR. I'm reliable, detail-oriented, and used to working independently in a remote setup. I'm available to work U.S. and UK business hours. I'm still building my VA-specific skills (I'm currently doing free certifications in Google Workspace and HubSpot), but I bring strong communication, a fast learning curve, and years of proven customer-facing experience.
Full Potential Solutions Ltd · Frontier Communications (now a Verizon Company), full_time
Oct 2025 to Jul 2026
● Manage high-volume client interactions by email and phone, coordinating internet, phone, and TV service issues for residential and business accounts. ● Diagnose and resolve account and technical concerns through structured troubleshooting, documenting each case accurately in the company's system. ● Communicate professionally and empathetically with clients, following Verizon's service and quality standards. ● Liaise with escalation teams to follow up on unresolved cases and ensure timely resolution.
Conectys Philippines · SheerID, contract
Jul 2025 to Oct 2026
● Reviewed and verified customer identity documents for accuracy and eligibility, applying strict attention to detail and policy guidelines. ● Maintained strict compliance with data privacy standards while handling sensitive personal information. ● Flagged discrepancies and reported findings clearly to team leads to help improve overall review accuracy
Conectys Philippines · Buyatab (Gift Card Services), contract
Apr 2025 to Jun 2025
● Handled inbound inquiries related to gift card purchases, balances, redemptions, and disputes, keeping accurate records of each case. ● Resolved complaints efficiently while maintaining high customer satisfaction. ● Escalated complex cases and coordinated with internal teams for timely resolution.
Concentrix Services Corporation · NETGEAR, full_time
Apr 2020 to Apr 2024
● Provided remote technical support for NETGEAR networking products, guiding customers step-by-step through hardware and software issues. ● Documented all interactions in case management and ticketing systems, keeping records organized and up to date. ● Managed escalations and high-priority cases, coordinating with other teams to turn negative situations into positive outcomes.
Concentrix Services Corporation · Handy, full_time
Dec 2019 to Apr 2020
● Resolved customer complaints with empathy and professionalism, contributing to increased customer loyalty.
Concentrix Services Corporation · Amazon UK, full_time
Aug 2018 to Nov 2019
● Managed a high daily volume of seller cases, ensuring timely and accurate resolution. ● Advised sellers on platform policies, listing management, order handling, and dispute resolution. ● Analyzed recurring seller issues and shared insights that supported process improvements.