HVAC & Home Services Virtual Assistant
Maguindanao del Norte
I’m a Customer Service and Service Operations professional with 4+ years of experience supporting customers and coordinating service operations, with hands-on experience that closely aligns with HVAC and home-service businesses. 𝗪𝗵𝗮𝘁 𝗜 𝗰𝗮𝗻 𝗵𝗲𝗹𝗽 𝘄𝗶𝘁𝗵: • Appointment scheduling, rescheduling, and cancellations • Technician coordination and dispatch support • Customer calls, email, and SMS communication • ETA updates, delay notifications, and follow-ups • Customer issue resolution and escalation handling • CRM updates, service records, and data management • Administrative and day-to-day operations support • Basic Social Media management In my service-operations experience at PRISM, I coordinated schedules for 20 field technicians and 10 offshore teammates, scheduling approximately 150–180 weekly service appointments. I also handled 30–50 weekly customer escalations. By improving coordination and follow-up processes, I helped reduce service delays by approximately 80%. 𝗧𝗼𝗼𝗹𝘀 & 𝗦𝘆𝘀𝘁𝗲𝗺𝘀: Jobber | Salesforce | Airtable | Google Workspace | Microsoft Office | Zendesk | CRM & scheduling systems I’m particularly interested in supporting HVAC companies, home-service contractors/owners, and other field-service businesses with scheduling, customer support, service coordination, and administrative operations. 𝗢𝗽𝗲𝗻 𝘁𝗼 𝗿𝗲𝗺𝗼𝘁𝗲 𝗳𝘂𝗹𝗹-𝘁𝗶𝗺𝗲 𝗼𝗿 𝗽𝗮𝗿𝘁-𝘁𝗶𝗺𝗲 𝗼𝗽𝗽𝗼𝗿𝘁𝘂𝗻𝗶𝘁𝗶𝗲𝘀. If you’re looking for a reliable VA who understands both the customer side and the operational side of service businesses, feel free to connect or send me a message.
PRISM, freelance
Mar 2023 to May 2025
Coordinated daily service operations across 20 field technicians and 10 offshore teammates, assigning appointments based on availability, service requirements, location, coverage, and scheduling constraints. • Managed 40–60 weekly customer escalations involving warranty claims, repairs, returns, refunds, shipping concerns, and service requests, keeping priority cases moving through required follow-ups. • Maintained accurate customer records, warranty documentation, technician instructions, and case histories in Salesforce and Airtable, supporting reliable service status updates and scheduling decisions. • Organized service workflows and operational documentation, reducing operational delays by approximately 80% while improving team coordination and follow-through. Resolved 60–80 daily customer inquiries through phone, email, and live chat, covering service concerns, order tracking, returns, refunds, and after-sales support. • Scheduled 180–200 service appointments weekly in Salesforce, maintaining accurate customer records, appointment details, and service information across a high-volume operation. • Completed 100–120 outbound calls weekly for extended warranty subscriptions, managing callbacks, follow-ups, and customer responses throughout the service process. • Achieved 95% CSAT while meeting high-volume customer support demands, earning promotion to Servicing Operations after 10 months.
VXI Global Holdings | UberEats , full_time
Jan 2020 to Apr 2022
Assisted 80–90 customers daily through inbound phone support while documenting every interaction accurately within company systems. • Resolved delivery partners’ concerns by coordinating with internal departments and following established service procedures. • Maintained high-quality interactions while consistently meeting productivity and attendance expectations. • Followed company processes while communicating professionally and accurately documenting delivery partners’ information.