Virtual Operations Assistant
Benguet, Baguio, Philippines
Results-driven Customer Support & Data Entry Specialist with nearly 6 years of experience supporting US-based e-commerce, commercial real estate, and customer care operations. Dual-specialized in delivering high-CSAT multi-channel support (Gorgias, Willdesk) and managing large-scale, high-accuracy data entry pipelines (Shopify, Slick Cactus, CoStar). Proven track record in billing dispute resolution, order fulfillment tracking, record auditing, database integrity maintenance, and building comprehensive SOPs for remote teams.
Lee & Associates / Cline Holdings, full_time
Apr 2023 to Aug 2026
Entered, updated, and managed commercial real estate property records within Slick Cactus and ClientLook, sourcing data from CoStar, AIR CRE, LandVision, and Reonomy to ensure 100% database integrity. Executed comprehensive monthly leased comparable data cleanup projects, verifying lease/sale terms, square footage, tenant rosters, and pricing structures against broker disclosures and public market records. Audited internal records daily against external real estate databases to identify and resolve discrepancies, eliminate duplicate entries, and strictly enforce data formatting standards. Authored step-by-step procedural guides and recorded asynchronous Loom video walkthroughs to document data entry workflows, software updates, and data entry best practices for team members. Generated weekly status reports tracking data quality metrics, batch processing progress, pending record updates, and error rates for management review. Conducted professional email outreach, coordinated schedules among brokers and research teams, and managed proposal and marketing package distribution workflows.
Loops Lab & Limbo Top, full_time
Sep 2021 to Mar 2023
Delivered empathetic, clear customer support via email, addressing inquiries regarding order status, technical troubleshooting, and product information. Managed end-to-end order fulfillment and tracking across Shopify and ShipBob, resolving shipping delays and carrier discrepancies promptly. Evaluated and processed customer returns, exchanges, and cancellations in alignment with store policies, accurately issuing refunds and resolving complaints. Managed support ticket workflows using helpdesk platforms including Willdesk and Gorgias, escalating complex technical issues across departments via Slack for swift resolution. Audited customer product reviews and compiled qualitative feedback reports for management to guide product improvements and optimize customer experience.
Foundever (formerly SITEL), full_time
Feb 2019 to Aug 2021
Responded to high-volume inbound and outbound communications across phone, live chat, and email, assisting clients with account management, billing queries, and product support. De-escalated high-stress customer interactions, turning negative service experiences into positive outcomes to maintain top-tier CSAT scores and reduce customer churn. Managed complex investigations into customer claims regarding unauthorized charges, transaction errors, billing disputes, and non-receipt of goods or services. Analyzed transactional histories, account audit logs, merchant records, and client-submitted documentation to evaluate claim validity and render compliant, fair resolutions. Maintained case notes, interaction summaries, and audit trails in CRM systems in full alignment with Quality Assurance (QA) and regulatory guidelines. Partnered with technical support teams to track recurring service issues, report systemic dispute trends, and resolve complex escalated cases.