General Virtual Assistant
Zambales, Subic, Philippines
I have over nine years of experience in customer service, account management, back-office operations, and quality assurance, where I learned to stay calm under pressure, communicate with empathy, and deliver consistent results. I’ve handled phone, email, and chat support, managed documentation, coordinated logistics, and built strong client relationships, while also taking on leadership responsibilities as a QA Specialist and SME. These skills naturally translate into my transition as a General Virtual Assistant, where I can manage calendars, inboxes, data entry, client communication, and project coordination. With my versatility across industries and proven ability to work independently or with a team, I’m confident in providing reliable, organized, and customer-focused support in a virtual environment.
LawnStarter, full_time
Mar 2026 to Present
- Provided phone support to resolve scheduling conflicts and keep customer appointments on track. - Addressed service quality issues, working closely with customers to restore confidence and satisfaction. - Managed disputes and return requests, ensuring fair outcomes aligned with company policies. - Maintained clear documentation of cases to support transparency and continuous improvement. - Reported and escalated provider behavior concerns, reinforcing accountability and service standards.
Monoprice, full_time
Oct 2024 to Sep 2025
- Multi-Channel Support: Resolved customer inquiries via phone, email, and chat for Monoprice.com and major marketplaces (Amazon, eBay, Newegg, Walmart). - Performance Excellence: Consistently maintained a 95% customer satisfaction rate while meeting a strict <24-hour SLA. - B2B Credit Administration: Managed Line of Credit workflows, including data uploads for credit reviews and direct communication of application statuses to business clients. - Logistics Management: Coordinated reverse logistics by scheduling standard and freight pickups for returns.
Monoprice, full_time
Mar 2024 to Sep 2024
- Account Management: Cultivated long-term relationships with B2B clients, serving as a dedicated point of contact for order placement and project support. - Strategic Support: Provided comprehensive price quotations, inventory forecasting for future projects, and facilitated specialized custom orders. - Revenue Optimization: Negotiated competitive pricing and tailored solutions to meet specific business requirements and project timelines.
Monoprice, full_time
Aug 2022 to Apr 2024
- Multi-Channel Support: Resolved customer inquiries via phone, email, and chat for Monoprice.com and major marketplaces (Amazon, eBay, Newegg, Walmart). - Performance Excellence: Consistently maintained a 95% customer satisfaction rate while meeting a strict <24-hour SLA. - Logistics Management: Coordinated reverse logistics by scheduling standard and freight pickups for returns.
Monoprice, full_time
Feb 2022 to Aug 2022
- SME & QA: Served as Subject Matter Expert and Quality Assurance Specialist for Customer Service and Technical Support teams within the Philippine in-house center. - Operational Oversight: Managed high-level escalations, processed administrative approvals, and provided targeted coaching to drive team performance. - Performance Reporting: Analyzed and presented key statistical reports to leadership, identifying trends and implementing strategies for continuous improvement.
Buwelo BPO Solutions, full_time
Jul 2019 to Feb 2022
- Omnichannel Support: Delivered high-quality service via phone, chat, and email for a leading electronics retailer specializing in AV equipment, mounting solutions, and consumer appliances. - Service Excellence: Managed high-volume inquiries in a fast-paced ecommerce environment, ensuring accurate product selection and order resolution.
Buwelo BPO Solutions, full_time
Jun 2018 to Jun 2019
- Claims Management: Orchestrated end-to-end service requests for a US-based home warranty provider, dispatching authorised contractors for HVAC, plumbing, and electrical repairs. - Pioneering Specialist: Served as a founding member of the account team, establishing foundational workflows for timely inquiry resolution and homeowner support. - Logistics Coordination: Facilitated communication between policyholders and service providers to ensure efficient claim processing and technical service delivery
Buwelo BPO Solutions, full_time
Oct 2017 to Jun 2018
- Insurance Coordination: Liaised with major health insurance providers (e.g., Humana, Aetna) to secure authorizations for critical medical equipment, including insulin pumps and glucose monitors. - Documentation Management: Facilitated the end-to-end claims process by gathering and submitting essential clinical documentation, such as physician orders, to ensure timely reimbursement. - Claims Resolution: Managed the submission and follow-up of medical supply claims, ensuring compliance with provider requirements and minimizing payment delays.
Ellick BPO Solutions Inc., full_time
May 2017 to Sep 2017
- Support & Billing: Managed billing inquiries and account resolutions for Australian clientele, focusing on parking services and subscription management. - Technical Troubleshooting: Provided Tier 1 technical support for mobile application and web portal registration, ensuring seamless user authentication and payment processing. - Issue Resolution: Addressed complex parking disputes and administrative concerns with a focus on high-accuracy data entry and regional compliance.
Ellick BPO Solutions Inc., full_time
Aug 2016 to Apr 2017
- Strategic Lead Generation: Conducted targeted outreach to banking institutions, financial entities, and individual prospects to drive health insurance acquisitions and investment inquiries. - Market Research & Insights: Executed specialized medical surveys with healthcare professionals to gather data on patent-pending pharmaceuticals and emerging drug therapies. - Sales Verification & QA: Served as a Sales Verification Assistant, auditing call quality and compliance to ensure high conversion standards and departmental excellence.
Buwelo BPO Solutions, full_time
Apr 2016 to May 2016
- Market Intelligence: Conducted deep-dive research across major retail platforms (Walmart, Toys"R"Us, Babies"R"Us) to extract and analyze competitive product data for Amazon marketplace optimization. - Content Synchronization: Managed the strategic transfer of product specifications and metadata, ensuring high data accuracy and optimized listing performance. - Data Analysis: Utilized research-driven insights to evaluate product trends and catalog positioning rather than basic data entry, enhancing the quality of digital storefronts.