Virtual Assistance | Administrative Support |Quality Assurance
Benguet, Baguio, Philippines
Hello! My name is Arvin Ian Caagusan, and I have over four years of experience in customer service, technical support, and administrative support, primarily working with U.S.-based customers. Throughout my career, I've developed strong communication, problem-solving, and organizational skills by handling customer inquiries, managing documentation, maintaining accurate records, and coordinating with multiple teams to ensure tasks are completed efficiently. I'm comfortable working with phone, email, and chat support, and I have experience using Microsoft Office, Google Workspace, CRM platforms, Slack, Zoom, and other productivity tools. What sets me apart is my reliability, adaptability, and willingness to learn. I take ownership of my work, pay close attention to detail, and always strive to deliver a positive experience for both customers and teammates. I enjoy working in fast-paced environments and quickly adapt to new systems and processes. I'm looking for a long-term opportunity where I can contribute to a growing team, continue developing my skills, and become a dependable partner who helps clients save time and achieve their goals. Thank you for taking the time to learn more about me. I look forward to the opportunity to work with you!
ThoughtFocus (JJ KELLER), full_time
Jun 2024 to Jun 2026
• Supported transportation clients across all 50 U.S. states and Canada. • Managed billing inquiries, payment processing, account updates, and customer escalations. • Reviewed recorded customer interactions, including escalated cases, to investigate issues and document findings. • Handled complex conversations involving truck drivers, dispatchers, business operators, and customers, including calls exceeding one hour. • Maintained detailed CRM records and collaborated with internal teams to resolve high-priority concerns.
Concentrix, full_time
Jun 2023 to Jun 2024
• Delivered phone, email, and chat support. • Resolved order, refund, account, and sales-related inquiries. • Maintained accurate CRM documentation and customer records.
Foundever, full_time
Jun 2022 to Jun 2023
• Provided technical troubleshooting, documentation, and escalation support.