CS & Operations VA with 16+ Yrs | CRM, Email & Community Support
Bulacan
I’m a Virtual Assistant with 16+ years of experience in customer service and technical support, including work with AT&T U-verse, Toshiba, and HP. For the past few years I’ve supported online businesses across different industries, from an Amsterdam-based ecommerce brand to a US coaching business. I handle the day-to-day work that keeps a business running smoothly: customer and member support, CRM management, email follow-ups, data cleanup, and written SOPs so nothing depends on one person’s memory. I work in GoHighLevel, HubSpot, ClickUp, WordPress, and Stripe, and I’m comfortable building simple automations to save time on repetitive tasks. Clients can expect clear communication, quick replies, careful attention to detail, and a warm, professional tone with the people they serve. I’m based in Bulacan, Philippines, and I’m open to long-term, full-time or part-time roles.
ICON. AMSTERDAM, part_time
Oct 2023 to Oct 2026
I helped the business streamline its post-purchase operations, manage financial transactions accurately, and protect revenue through structured dispute resolution and efficient customer support. By managing high-volume ticketing workflows and optimizing Shopify refund processes, I ensured a seamless customer experience while maintaining strict operational accuracy. Key Responsibilities and Business Impact: Shopify Refund and Dispute Management:Processed high-volume customer refunds, exchanges, and store credits directly on Shopify in strict accordance with company policy and financial controls.Evaluated complex order disputes, billing inquiries, and return requests to minimize revenue loss and maintain customer trust.Reconciled discrepancies between payment gateways, logistics partners, and inventory records to ensure zero audit errors. High-Volume Ticket Handling and Customer Success: Managed inbound customer tickets via Help Desk platforms, maintaining consistently high CSAT scores and fast resolution times.Handled sensitive customer escalations with diplomacy, turning dissatisfied customers into loyal brand advocates.Communicated clear post-purchase solutions regarding shipping delays, missing items, and product inquiries. Data Analysis and Ad-Hoc Operations Support: Managed daily and weekly operational reports using advanced Excel functions to track refund volume, chargeback trends, and common return reasons.Delivered actionable data insights to management to help identify product quality issues and improve fulfillment workflows.Executed ad-hoc administrative and operations tasks to support cross-functional teams in maintaining smooth daily e-commerce operations.
Your Virtual Upline LLC, full_time
Mar 2023 to Oct 2026
I helped Your Virtual Upline deliver a seamless educational experience for thousands of network marketing leaders, entrepreneurs, and coaching students worldwide. By managing student onboarding, optimizing customer support operations, and coordinating backend community systems, I ensured high student engagement, fast query resolution, and maximum retention across all membership programs. Managed high-volume support tickets, technical inquiries, and community messages, maintaining top-tier satisfaction metrics and fast response rates. Troubleshot platform issues related to membership access, course portals, digital downloads, and live webinar participation. Standardized support macros, knowledge base articles, and standard operating procedures (SOPs) to streamline daily customer service tasks.
Wallet Inc, full_time
Aug 2022 to May 2023
I assisted Wallet Inc. and its merchant clients by guiding new users through full platform onboarding, digital wallet setup, and backend system configuration. Acting as both an Onboarding Specialist and General Virtual Assistant, I ensured smooth account setup for businesses leveraging mobile wallets, dynamic vouchers, digital passes, and loyalty programs to drive customer retention. Client Onboarding and Digital Wallet Setup: Walked merchant clients through step-by-step account configuration, setup of branded digital mobile wallets, and activation of client loyalty features. Guided users through setting up digital passes, dynamic vouchers, stored-value options, and customer engagement tools without friction. Ensured complete compliance with setup checklists, profile verifications, and initial system integrations. General Virtual Assistance and Operations Support: Managed daily administrative tasks, client correspondence, and ticketing requests to ensure fast turnaround times for merchant inquiries. Handled member account tracking, database maintenance, and validation of digital pass assets. Assisted management with ad-hoc back-office operations, standard operating procedure (SOP) documentation, and platform troubleshooting.
Sitel Group, full_time
Jan 2014 to Jul 2022
I helped HP Consumer Desktop clients across Australia and New Zealand resolve high-tier technical issues, validate warranty claims, and streamline back-office operational requests. Promoted from Tier 1 Technical Support to Tier 2 Support Specialist, I served as the primary escalation point and subject matter expert for front-line agents while managing key back-office administrative workflows and client-facing technical communications. Key Responsibilities and Business Impact: Tier 2 Technical Support and Escalations Management:Handled complex, escalated technical support cases via calls, email requests, and direct agent endorsements for HP Consumer Desktops in the AU/NZ market.Served as a technical escalation lead for Tier 1 support agents, providing real-time guidance, troubleshooting strategies, and case resolution support.Conducted root-cause analysis on recurring hardware, software, and system issues to ensure high first-contact resolution rates and customer retention. Warranty Validation and Proof of Purchase Verification: Managed the verification process for proof of purchase documentation and warranty eligibility, ensuring compliance with regional HP policies and consumer law standards.Streamlined validation workflows to expedite warranty claims, service unit dispatches, and customer repair turnaround times. Back-Office Operations and Financial Process Management: Processed and reviewed tax invoice and tax quotation requests submitted by Tier 1 associates to ensure accounting accuracy and policy compliance before final execution.Tracked, audited, and reconciled monthly repair orders across service centers to maintain operational visibility and prevent fulfillment delays.Handled cross-functional administrative tasks to maintain seamless coordination between customer service, technical support, and regional operations teams.
Concentrix, full_time
Oct 2013 to Oct 2014
I helped HP printer customers resolve complex hardware, connectivity, and supply issues while identifying opportunities to deliver added value through tailored product recommendations. I provided end-to-end technical support for consumer printer lines, managed cartridge supply requests, and successfully introduced new and refurbished HP products to customers looking for upgrades or replacements.
VXI Global Solutions, LLC, full_time
Oct 2012 to Oct 2013
I worked with VXI Global Holdings supporting U.S based client which is AT&T U-verse, I was tiered up to handle product activation and installation for new customers for the product. My job description also included billing, technical support, and customer service
Sitel Group, full_time
Oct 2010 to Oct 2011
I helped Toshiba laptop users across global markets resolve technical issues, navigate operating system transitions, and maintain product performance. Serving as the primary point of contact during the major rollout of Windows 7, I delivered structured troubleshooting, software configuration support, and high-quality customer service to ensure seamless end-user experiences. Key Responsibilities and Business Impact: Technical Troubleshooting and System Support:Provided Tier 1 hardware and software support for Toshiba laptop lines, diagnosing issues related to operating systems, drivers, network connectivity, and system recovery.Guided non-technical end-users through step-by-step technical resolution procedures with clarity, patience, and precision.Supported users through the Windows 7 ecosystem transition, resolving compatibility, installation, and performance inquiries. Customer Success and Resolution Handling: Managed high-volume inbound calls while maintaining strict quality assurance standards, low average handling times, and high first-contact resolution rates.De-escalated frustrated customers by providing empathetic, reliable, and swift solutions to complex technical complaints.Documented detailed customer interactions, error codes, and troubleshooting steps in the CRM database to ensure seamless ticket escalation when required. Foundational Operational Rigor: Mastered product specifications, internal knowledge base systems, and diagnostic tools to deliver accurate and compliant technical assistance.Collaborated with team leads and Tier 2 technical specialists to identify recurring software bugs and improve overall first-line support efficiency.