Virtual Assistant | Admin Assistant | Client Success Manager
Metro Manila
Hi! I’m Marie, a Customer Success and Virtual Assistant professional with 10+ years of experience in customer service, sales, leadership, and administrative support. I’ve supported B2B and B2C clients across technology, telecommunications, education, staffing, and mortgage industries. I’ve progressed from frontline customer support into leadership, coaching, client success, and virtual assistance. I enjoy building client relationships, solving problems, improving processes, and delivering exceptional customer experiences. I’m fluent in English, organized, tech-savvy, and comfortable working independently in fast-paced remote environments. I’m proactive, dependable, detail-oriented, and committed to providing reliable support. WHAT I CAN HELP WITH • Customer Support – Phone, Email & Chat • Customer Success & Account Management • Administrative & Executive Assistance • CRM Management & Data Entry • Lead Follow-up & Appointment Setting • Sales Support & Client Relationship Management • Document Processing & Application Management • Calendar & Email Management • Process Improvement & Team Coordination PROFESSIONAL EXPERIENCE • Customer Success & Administrative Assistant – Managed client accounts, quotes, documentation, orders, and customer support. • Loan Officer Assistant (VA) – Processed mortgage applications, followed up with borrowers, maintained CRM records, and managed documentation. • Client Success Manager – Managed B2B relationships, supported account growth, scheduled appointments, and provided customer support. • Team Leader / Sales Coach – Led and coached customer service and sales teams while improving performance and quality. • Customer Service & Technical Support Representative – Provided technical support, resolved concerns, and identified sales opportunities. I’m always eager to learn new tools and processes and take pride in being someone my clients can trust to get the job done.
Global Printing, full_time
Dec 2024 to Present
• Manage a portfolio of school accounts, serving as the primary point of contact throughout the sales and order lifecycle while building strong client relationships and ensuring a positive customer experience. • Prepare and process quotes, purchase orders, invoices, contracts, and shipping documentation with a high level of accuracy, ensuring timely order completion and compliance with company processes. • Collaborate with cross-functional teams, including production, design, and logistics, to coordinate custom orders, resolve issues, and ensure on-time project delivery. • Proactively follow up with prospective and existing customers to answer inquiries, provide product recommendations, support order completion, and drive customer retention. • Maintain organized records, manage high-volume email communication, and identify process improvements that enhance operational efficiency and deliver exceptional customer support.
LegalSoft, full_time
Nov 2023 to Aug 2024
• Led and supervised a team of customer support professionals, providing coaching, performance feedback, and ongoing development to achieve individual and team goals. • Monitored team performance metrics, conducted quality reviews, and implemented action plans that improved productivity, service quality, and overall team performance. • Managed daily operations by overseeing workflow distribution, resolving escalated client concerns, and ensuring timely completion of tasks while maintaining high service standards.
Service Source, full_time
Jul 2022 to Oct 2023
• Managed a portfolio of B2B client accounts, serving as the primary point of contact and building strong relationships to drive customer satisfaction, retention, and long-term success. • Partnered with clients to understand their hiring needs, provided strategic recommendations, and ensured effective utilization of CareerBuilder's recruitment solutions. • Collaborated with cross-functional teams, including sales, operations, and technical support, to resolve client issues, streamline processes, and deliver timely solutions. • Monitored account performance, identified growth opportunities, and supported renewal and upsell initiatives while maintaining a high level of client engagement.
AFNI, full_time
Jun 2020 to Jun 2022
• Coached and mentored a team of customer service representatives, providing regular feedback, performance evaluations, and one-on-one coaching to improve productivity and customer satisfaction. • Monitored key performance indicators (KPIs), identified performance gaps, and developed action plans to help team members consistently achieve quality, sales, and service goals. • Conducted training sessions and side-by-side coaching to strengthen product knowledge, communication skills, and adherence to company policies and procedures. • Collaborated with supervisors and cross-functional teams to resolve escalated customer concerns, improve team performance, and support operational objectives.
Teleperformance | Telstra, full_time
Jan 2018 to May 2020
• Served as the primary subject matter expert, providing guidance and real-time support to customer service and sales representatives on products, systems, and company policies. • Coached and mentored agents on sales techniques, objection handling, and customer engagement strategies to improve sales performance, conversion rates, and overall team results. • Monitored individual and team sales performance, identified coaching opportunities, and delivered targeted feedback to help agents consistently achieve and exceed sales goals. • Assisted with onboarding and training new employees, ensuring they developed the product knowledge, sales skills, and confidence needed to succeed.
Hewlett Packard, full_time
Sep 2016 to Dec 2018
• Provided technical support and customer service for Hewlett Packard products, diagnosing and resolving hardware, software, and account-related issues while ensuring a positive customer experience. • Assisted customers through effective troubleshooting, issue resolution, and product education, consistently delivering high-quality service and meeting established performance metrics. • Identified customer needs and recommended appropriate products and service solutions, contributing to sales opportunities while maintaining strong customer satisfaction.