Executive VA Ops Leader | Agent Teams, GHL Automations
Cavite
Hi, I’m Josh, a Virtual Assistant and CRM/Operations Specialist with 5 years of experience supporting U.S. customers and businesses. My experience covers customer service, appointment setting, lead generation, cold calling, CRM management, administrative support, sales follow-up, and GoHighLevel. I also have hands-on experience with AI tools and automation, helping businesses streamline repetitive tasks and improve their follow-up processes. What sets me apart is that I don’t just focus on completing tasks. I look at how the process works, identify where something can be improved, and find ways to make the workflow more organized and efficient. I’m dependable, proactive, comfortable working independently, and quick to learn new systems and processes. Whether you need someone to manage your customers, follow up with leads, organize your CRM, support your daily operations, or help implement automation, I’m ready to help. My goal is simple: make your day-to-day operations easier, keep opportunities from slipping through the cracks, and help your business run more efficiently.
Archers Contact Solutions | The Alternative Board Fort Worth, full_time
Apr 2025 to Sep 2026
● Analyze and monitor daily operations to drive continuous improvement. ● Conduct weekly coaching sessions to support team development. ● Perform root cause analysis for challenges faced by VAs. ● Manage time entries for the Payroll Department. ● Support VAs in resolving client communication challenges.
Archers Contact Solutions, full_time
Jan 2024 to Apr 2025
● Scheduled and coordinated client appointments. ● Developed scripts and SOPs for individual client projects. ● Helped clients establish smooth, repeatable processes. ● Supported clients in managing ongoing projects and events. ● Created graphic designs, including posters, newsletters, and landing pages.
Telus International Philippines | Fox Rent a Car, full_time
Mar 2023 to Jan 2024
● Supported over 60 agents to ensure seamless handling of incoming calls and escalations. ● Ensured SLA, coaching, call listening, and audit reports were submitted daily. ● Maintained Service Level Attainment (SLA) above 80%. ● Oversaw call volume and agent scheduling across intervals. ● Reviewed emails, calls, and live chats, reassigning agents to overflow campaigns as needed.
Telus International Philippines | Fox Rent a Car, full_time
Aug 2021 to Mar 2023
● Handled customer inquiries on car rentals via calls, emails, and live chat. ● Met monthly KPIs while resolving billing disputes and processing refunds. ● Clarified rental agreements and managed store credit issuance.
Telus International Philippines, full_time
Mar 2021 to Aug 2021
● Addressed customer inquiries on cryptocurrency transactions via email. ● Guided customers through buying, selling, and withdrawing crypto. ● Consistently achieved monthly KPIs.