General Virtual Assistant | Customer Service Lead
Bulacan
I’m a Virtual Assistant expert in Customer Service with over 6 years of experience across retail, logistics, telecommunications, and financial services. I started in frontline support and was promoted to Team Lead within a year at my previous company, where I managed a team, handled escalations, and helped keep daily operations running smoothly. Beyond customer service, I have hands-on experience in order processing, payment and billing inquiries, data entry, record management, vendor coordination, and administrative support. I’m comfortable working with tools like NetSuite, Monday.com, Zendesk, Gladly, and Microsoft Office, and I’m someone who values accuracy, clear communication, and getting things done right. I take pride in being dependable, adaptable, and proactive. Whether I’m supporting a team, resolving a customer concern, or keeping operational tasks on track, I bring a practical, solutions-focused mindset and a willingness to learn.
Wine Enthusiast Companies, full_time
Jul 2021 to Present
Customer Experience & Escalation Management: Handle high-value customer accounts, complex escalations, complaints, and order-related concerns across multiple channels, ensuring timely and customer-focused resolutions. Team Leadership & Development: Support onboarding, training, mentoring, and coaching team members while providing guidance on processes, performance, and service quality. Cross-Functional Coordination & Operations: Act as a liaison between customers and internal departments, coordinating orders, returns, replacements, warranty services, and other operational requirements. Process Improvement & Performance Management: Maintain accurate customer records, support reporting and data analysis, improve workflows, and monitor key performance metrics to drive customer satisfaction and operational efficiency.