Expert Customer Service VA | 7 Years Experience
Pampanga, Macabebe, Philippines
With almost 7 years of experience in customer service and voice support, I've built a strong foundation working with well-known US-based brands including Dell and CLEAR Internet (through Concentrix), and T-Mobile (through NCO/Alorica). During this time, I handled everything from technical troubleshooting to billing concerns and general customer inquiries, always with a focus on turning frustrated customers into satisfied ones. After taking time off to focus on raising my children, I'm back in the workforce and just as driven as ever, maybe even more so. I have used this transition as an opportunity to sharpen my skills further and expand into new areas, particularly e-commerce support. I am a versatile Customer Service Virtual Assistant, which means I'm not limited to just one type of business. Whether you need someone to manage general customer inquiries, handle support tickets, or assist with the day-to-day of running an online store, I can adapt to what your business needs. I currently have hands-on training in Amazon Online Arbitrage, sourcing profitable products using tools like SellerAmp SAS and Keepa, along with growing familiarity with platforms like Shopify and Freshdesk. I'm comfortable working with Google Workspace, Excel, and other common productivity tools, and I pick up new systems quickly. I have always been known for communicating clearly, following through on tasks, and taking initiative rather than waiting to be told what to do next. I prefer non-phone or chat/email-based support roles where possible, though I'm equally capable on voice accounts given my BPO background. I work best with clients in Australian or UK timezones, (of course still open to US time zones as well), aligning with daytime hours in the Philippines, and I bring a calm, patient, and detail-oriented approach to every interaction, whether it's resolving a customer complaint or researching the next profitable product for an online store. If you are looking for someone reliable, easy to work with, and genuinely invested in doing the job well, I'd love the opportunity to support your business.
Concentrix (formerly Stream/Convergys), full_time
Oct 2012 to May 2016
• Provided voice-based support for CLEAR ISP customers, resolving billing concerns, signal issues, and outage-related inquiries for residential users. • Promoted internally after company acquisition to Dell Laptop Tier 1 Technical Support due to strong call performance and adaptability. • Successfully supported users with hardware/software troubleshooting, basic diagnostics, and driver updates. • Walked customers through Windows OS issues, BIOS access, and peripheral setup, escalating advanced issues to Tier 2 support while documenting all interactions within the CRM system to ensure seamless case management and follow-up.. • Maintained high metrics in First Call Resolution, call quality, and CSAT while adapting to new technical platforms, consistently meeting stringent service level agreements and contributing to team knowledge-base articles to improve overall department efficiency
NCO (now Alorica) , full_time
Jun 2009 to Jul 2012
• Handled 30–50+ inbound calls daily, supporting T-Mobile’s prepaid and postpaid customers with billing, technical support, and account modifications while consistently maintaining an organized digital workspace to ensure rapid information retrieval and customer response times. • Transitioned from prepaid to postpaid accounts after one year, gaining experience in multi-line plans, upgrades, and dispute resolution which required a deep understanding of complex service agreements and the ability to negotiate mutually beneficial outcomes during high-pressure interactions.. • Explained complex billing and plan structures in clear, customer-friendly language, reducing escalations and improving satisfaction by simplifying technical jargon and providing transparent cost-benefit analyses for various service tiers and hardware promotional offers. • Documented call outcomes using CRM tools while consistently meeting targets in AHT, QA, and FCR.