Danica A.

Operations Support | Process Documentation | CRM Management

Negros Oriental

Overview

🎯 Solve customer problems Investigate issues, find real solutions, keep customers updated 📊 Organize your data Clean up customer records, contracts, and business information so your team can work smoothly 📝 Write clear guides Create step-by-step instructions and training materials so your team knows what to do ⚡ Work independently Manage my own time, stay organized, and get things done without micromanagement 🛠️ Tools I Use: ✅ Intercom ✅ Chargebee ✅ Exact ✅ Salesforce ✅ Asana ✅ Notion ✅ Google Workspace ✅ Microsoft Office ✅ PandaDoc ✅ Exact ✅ Canva ✅ Calendly ✅ Spreadsheets (Excel/Google Sheets) 📌 My Background: 8 years working in travel, finance, hospitality, and tech. I've handled thousands of customer issues, organized data for growing teams, and written guides that actually help people do their work. 💪 Why hire me: Thorough, reliable, detail-oriented. I investigate problems to find root cause. I prevent issues before they happen. I communicate clearly.

Skills and Tools

• Calendar Management
• Asana
• Document Management
• Google Workspace
• Client Communication
• Process Documentation
• Microsoft Office
• Data Entry
• Email Management
• File Organization
• Notion
• Gmail
• Slack
• Zoom
• Loom
• SOP Creation
• Discord
• Calendly

Work History

• Account Support / Billing Support Specialist

  Sophi Outsourcing, full_time

  Mar 2023 to Aug 2026

  • Handle daily client inquiries through Intercom and email, maintaining fast response times and high first-contact resolution. • Prepare and reconcile invoices, subscription records, and billing reports in Chargebee and Salesforce, improving billing accuracy and payment turnaround. • Audit active contract data against billing records to surface discrepancies before they reach the client. • Investigate billing and platform issues end to end, including evidence-based escalations to third-party vendors and product teams. • Write SOPs, help center articles, and internal communication guides that shorten onboarding and keep processes consistent across the team. • Build reports and presentation decks used directly by internal teams and clients for decision-making. • Reorganized shared drive file structure and records, cutting time spent locating client documents. • Support lead generation and data management initiatives contributing to new client acquisition.

• Tier 2 Customer Service Representative / Point of Contact

  Ubiquity Global Services, full_time

  May 2019 to Apr 2022

  • Served as Point of Contact for the team in the Team Lead's absence, overseeing agent support and handling escalations to keep operations running. • Guided agents through complex customer concerns beyond Tier 1 scope, stepping into a leadership role when needed. • Wrote SOPs and team process guides used to standardise handling across the team. • Documented complaints and prepared management reports used to track recurring service issues. • Achieved consistent first-call resolution while meeting quality and compliance standards.

• Customer Service Representative

  Iqor Philippines, full_time

  Mar 2017 to Dec 2017

  • Handled Level 2 support calls for travel industry clients, resolving complex booking and service issues. • Maintained accurate, up-to-date customer records in the tracking system.

• Retention Agent

  Transcom, full_time

  Jun 2016 to Feb 2017

  Retained at-risk accounts through targeted retention strategies, reducing cancellations. • Upsold additional lines of business while resolving customer concerns. • Balanced cancellation processing with active save opportunities to protect revenue.

• Customer Service Representative

  Qualfon, full_time

  Nov 2014 to May 2015

  • Resolved billing inquiries and processed upgrades and service extension requests for customers. • Provided technical troubleshooting support, ensuring prompt issue resolution.