Virtual Assistant | CSR Expert | Business Operations Team Lead
Agusan del Norte
With over 10 years of experience in customer service, executive assistance, team leadership, training, and business operations, I help startups and established businesses improve efficiency, strengthen customer relationships, and build sustainable operational processes. My background includes working with US-based companies across e-commerce, customer support, administrative operations, and business management. I have extensive experience leading teams, developing Standard Operating Procedures (SOPs), implementing quality assurance processes, and providing executive-level administrative support. My Areas of Expertise: • Executive Virtual Assistance: Email and calendar management, client coordination, appointment scheduling, administrative support, and daily business operations. • Customer Service & E-commerce: Managing customer inquiries, order processing, refunds, subscriptions, customer retention, and multichannel support. • Leadership & Training: Team management, employee onboarding, coaching, performance evaluations, and developing effective training programs. • SOP & Workflow Development: Creating structured processes, knowledge bases, and operational guidelines to improve consistency and productivity. • Social Media Management: Content planning, scheduling, audience engagement, and coordinating marketing activities. • Quality Assurance: Monitoring performance, identifying service gaps, and implementing improvements to enhance customer satisfaction. I am experienced with Shopify, Zendesk, Gorgias, HubSpot, Salesforce, Google Workspace, Asana, Monday.com, and various CRM and productivity tools. I bring more than administrative support. I combine hands-on customer service experience with leadership, operational knowledge, and a business-oriented mindset.
Independent Consultant, freelance
Sep 2024 to Present
Train customer service and technical support teams for e-commerce businesses and startup companies. • Build SOPs, workflows, escalation paths, training materials, and quality standards that make support easier to scale. • Identify process gaps and streamline customer support operations for better consistency and efficiency. • Coach teams on communication, troubleshooting, customer experience, and performance improvement.
Wildland Coffee, full_time
Aug 2023 to Aug 2024
National Debt Relief Services, full_time
May 2022 to Aug 2023
• Reviewed specialist calls for quality, accuracy, customer experience, and compliance requirements. • Identified coaching opportunities and process risks, providing actionable feedback to improve performance. • Helped ensure customer interactions followed required procedures and quality standards
Wipro Limited, full_time
Jul 2018 to Apr 2022
Delivered training in customer service, sales, communication skills, and process knowledge for large groups of agents. • Coached representatives and supported performance improvement, readiness, and ongoing development. • Handled escalated calls and partnered with operations teams to address training and performance gaps
JP Morgan Chase, full_time
Jun 2016 to Jun 2018
• Assisted customers with debit card disputes, suspected fraud, and banking transaction concerns. • Reviewed account activity, gathered dispute information, and clearly explained next steps and resolutions. • Handled sensitive financial information while following security, service, and compliance standards.