Virtual Assistant | Email Support | Customer Service Specialist
Camarines Sur
Customer service professional with over two years of experience supporting clients across both in-person and virtual roles, including direct client coordination and email support as a Virtual Assistant. Skilled at handling a wide range of customer concerns, resolving issues efficiently, and maintaining a calm, solution-focused approach in fast-paced environments. Strong active listener with a background in Education and Mechanical Engineering, bringing strong communication, patience, adaptability, and problem-solving skills to every customer interaction. Experienced in understanding customer needs, providing clear and effective solutions, and building positive experiences across diverse customer support environments. Guided by respect, perseverance, and kindness, and committed to treating everyone with compassion and care regardless of economic, social, physical, mental, and emotional background.
UpscaleBoost LLC, full_time
Mar 2026 to Aug 2026
● Managed high-volume inbound emails and SMS via GoHighLevel, using AI tools and automation to streamline customer communications, improve response efficiency, and maintain prompt, professional service. ● Processed customer requests accurately by verifying customer information and confirming order selections, quantities, shipping details, payment information, and special requests to minimize errors and ensure smooth fulfillment. ● Scheduled and monitored customer email communications using automated workflows, ensuring timely delivery, prompt follow-ups, and consistent customer support to help maintain customer satisfaction and retention.
HelloConnect, Inc., full_time
Jan 2025 to Mar 2026
● Fielded high-volume inbound voice and chat support for international (mostly European) subscription accounts, using BOB/OWL, Track & Trace, MobileNXT, JIRA, and other platforms for order management, logistics validation, and case escalations. ● Resolved delivery issues and processed refunds, credits, compensation, subscription changes, and cancellations, with a focus on customer retention through tailored solutions — directly comparable to handling escalations related to refunds and arrears with a benefits service center. ● Investigated chargebacks, performed voucher validation and fraud checks, and used KERV/MTech for translation support, while consistently meeting AHT, CSAT, FCR, productivity, and QA targets.
Digital Minds BPO Services, Inc., full_time
Nov 2024 to Dec 2025
● Handled high-volume inbound chat support for international (mostly Asian) cosmetic product accounts, using Shopee and Lazada as primary platforms for customer messaging, order verification, delivery tracking, and shipment monitoring. Upsold related cosmetic products and add-on items based on customer needs and current orders, supporting revenue growth while providing personalized recommendations. ● Maintained accurate documentation of orders, tracking information, and case updates using Google Sheets/Excel — the same data entry and recordkeeping discipline required to maintain accurate records. ● Coordinated directly with the company's account representative for updates, escalations, and confirmation of vouchers, promotions, and sales — comparable to collaborating across teams for data corrections and validations.
Sutherland Global Services Philippines, Inc., full_time
Dec 2021 to Feb 2022
● Managed inbound and outbound customer support via phone, chat, and email, assisting with tour inquiries, bookings, itinerary details, and upselling travel packages and add-ons. ● Processed refunds and booking modifications while addressing service-related concerns to ensure accurate and timely resolutions. ● Coordinated directly with local tour support teams for itinerary modifications, booking confirmations, availability checks, and other tour-related arrangements.