Customer Experience | Operations | CRM & Process Optimization Expert
Metro Manila
Results-driven Virtual Assistant and Marketing/Operations professional with 1+ year of direct CEO/Founder support and 9+ years of BPO experience across banking, hospitality, telecommunications, and technology. Skilled in executive support, marketing, CRM management, QA testing, project coordination, freelancer management, social media, webinar operations, and AI tools. Experienced in GoHighLevel, CREXi, Zoho, Trello, Asana, Claude AI, and HeyGen, with a proven ability to take ownership, execute independently, and turn business priorities into results
American Net Lease, full_time
Jul 2025 to Aug 2026
Worked directly with the CEO/Founder as a strategic extension of the leadership team, managing high-priority marketing, operational, and project initiatives; coordinating developers, freelancers, and contractors; overseeing QA testing, CRM migration and workflow optimization, digital content and webinar execution; managing projects through Trello and Asana; and leveraging AI and automation tools to streamline workflows, accelerate execution, maintain accountability, and ensure business objectives were delivered.
GENPACT PHILIPPINES, LLC, full_time
Aug 2024 to Apr 2025
Provided customer support for Citi Bank’s Home Depot credit card clients, expertly handling billing inquiries, fraud disputes, and payment concerns while achieving an outstanding 91.67% First Call Resolution (FCR) and 100% customer satisfaction for nine consecutive months; recognized with the “Best in Live Calls” award for exceptional accuracy, communication, and customer empathy.
TELUS INTERNATIONAL PHILIPPINES, full_time
Nov 2022 to May 2024
Provided end-to-end Airbnb customer support across voice, chat, and email, efficiently resolving complex booking issues, host and guest concerns, and payment disputes while consistently maintaining a 95% customer satisfaction rating through effective problem-solving and customer-focused service.
SYKES Asia Inc., full_time
Oct 2020 to Nov 2022
Delivered technical and product support for JBL/Harman devices across chat, email, and voice channels, specializing in connectivity, troubleshooting, and warranty-related concerns while achieving 90%+ first-contact resolution; served as a Trainer for one year, coaching and mentoring new hires, facilitating onboarding, and ensuring team readiness and adherence to quality standards.
ARB Call Facilities, full_time
Jun 2018 to Sep 2020
Managed outbound calls for US-based loan applications and eligibility verification, processed loan documentation and conducted verification triage in coordination with banking partners, and was promoted to Team Leader to coach new hires and support onboarding performance while consistently meeting and exceeding daily productivity and quality targets.
Telstra Powered by Teletech, full_time
Mar 2016 to Apr 2018
Provided voice support to Australian customers and dealers for technical and sales-related concerns, efficiently resolving SIM, internet, and service issues while maintaining a high standard of professionalism, and was promoted to Subject Matter Expert (SME) to coach new hires, provide process guidance, and support overall team performance.