Executive Virtual Assistant | Operations Admin Support Specialist
Rizal
I’m an experienced Operations and Executive Support professional with over 11 years of experience in the BPO industry, including more than 3 years in a leadership role. Throughout my career, I've worked with Canadian and US clients, supporting daily operations, improving processes, leading teams, and ensuring excellent customer experiences. I specialize in executive and administrative support, calendar and email management, CRM management, reporting, process documentation (SOPs), data entry, project coordination, and customer communication. I'm highly organized, detail-oriented, and proactive, with a strong ability to manage multiple priorities while maintaining accuracy and professionalism. What sets me apart is my leadership background and problem-solving mindset. I don't just complete tasks—I look for ways to improve workflows, increase efficiency, and help businesses grow. I'm quick to learn new tools, adapt to different industries, and take ownership of my work with minimal supervision. If you're looking for a reliable Virtual Assistant who communicates well, stays organized, and genuinely cares about helping your business succeed, I'd be happy to support your team.
NQX Philippines, full_time
Oct 2019 to Aug 2026
Responsibilities Progressed from Customer Service Representative to Subject Matter Expert (SME) and Team Leader, leading a team of 16 customer service representatives. Coached, mentored, and developed team members to achieve performance goals in quality, productivity, customer satisfaction, and attendance. Conducted regular performance reviews, one-on-one coaching sessions, and action planning. Monitored KPIs, prepared performance reports, and analyzed trends to identify improvement opportunities. Handled customer escalations and collaborated with cross-functional teams to resolve complex issues. Created and maintained process documentation (SOPs), job aids, and workflow improvements to increase operational efficiency. Supported leadership with workforce planning, project implementation, and process improvement initiatives. Achievements Promoted from Customer Service Representative to Subject Matter Expert and later to Team Leader based on consistent performance and leadership. Successfully led a high-performing team while meeting and exceeding key operational metrics. Developed a process improvement initiative for the Activation Improvement Helpdesk that increased Calls Per Hour from 8.0 to 9.6, moving the team significantly closer to the target of 10 CPH. Recognized for strong leadership, coaching, problem-solving, and continuous improvement contributions.
Alorica Inc., full_time
Oct 2014 to Aug 2019
Responsibilities Provided customer service and technical support to customers through phone, chat, and email. Resolved billing, account, and service-related concerns while maintaining high customer satisfaction. Troubleshot technical issues and guided customers through step-by-step solutions. Accurately documented customer interactions and updated CRM systems. Consistently met key performance metrics, including quality, productivity, and customer satisfaction. Achievements Recognized as a consistent top performer for delivering excellent customer service and achieving performance targets. Maintained high-quality scores while handling a high volume of customer interactions. Developed strong communication, problem-solving, and customer relationship management skills that became the foundation for future leadership roles.