VIRTUAL ADMINISTRATIVE & OPERATIONS SUPPORT | CUSTOMER SERVICE
Davao del Sur
Highly accomplished Virtual Assistant and Operations Professional with 10 years of cross-functional experience bridging executive administration, technical support, and operational leadership. Progressed from high-volume customer care and content moderation into advanced supervisor roles, mastering omnichannel client relations, database management, and complex workflow coordination. Six Sigma Green Belt Certified with a proven ability to design scalable SOPs, spearhead calendar and meeting systems, and analyze performance data to launch process innovations that directly improve team effectiveness. Proven partner to remote business owners, equipped with technical expertise in Google Workspace, Microsoft Office, Zendesk, and CRM/ticketing platforms to independently manage business operations without supervision.
CONCENTRIX, full_time
Mar 2022 to Jun 2026
Executive Calendar & Operations Management: Spearheaded daily administrative operations, managing complex calendars, schedules, and resource allocations to maximize efficiency and prevent scheduling conflicts. Operational Innovation & Process Optimization: Developed and implemented innovative solutions designed to elevate both the effectiveness and efficiency of the training and operations teams. SOP & Document Creation: Authored and updated Standard Operating Procedures (SOPs), process workflows, and business one-pagers to improve team operational consistency and ensure seamless business continuity. Data-Driven Client Reporting: Consolidated complex performance metrics to build weekly business review presentations, identifying trends and operational gaps to recommend solutions. Stakeholder Communication & Meeting Administration: Served as the primary point of contact between internal teams and clients; coordinated virtual meetings, meticulously documenting minutes, agendas, and tracking deliverables. Project Management & Coordination: Managed multiple competing projects simultaneously using SMART methodology and RACI frameworks, consistently hitting milestones and deadlines. Problem Solving & Continuous Improvement: Applied root cause analysis to eliminate recurring bottlenecks, implementing targeted coaching and knowledge-base resources to boost performance. Data Integrity & Tools Maintenance: Maintained absolute data accuracy across digital trackers, timecards, and performance logs, managing sensitive data systems with zero compliance errors. Team Leadership & Support: Provided operational support through classroom management, expectation setting, and conflict resolution to maintain cross-functional alignment. Key Achievements Trainer of the Year: Awarded the organization's highest training honor for designing and implementing innovative process workflows that significantly optimized cross-functional team efficiency and reduced scheduling conflicts. Monthly Top Trainer: Secured top performance honors for multiple consecutive months by applying root cause analysis to eliminate operational bottlenecks and delivering targeted coaching programs. Outstanding Awards: Recognized with multiple special commendations for exceptional data integrity, meticulous project tracking using RACI frameworks, and delivering high-impact business review presentations to key stakeholders.
CONCENTRIX, full_time
Jun 2021 to Mar 2022
Content & Listing Management: Reviewed, organized, and processed large volumes of user-generated content, advertisements, and marketplace listings to ensure strict adherence to platform policies and quality standards. Subject Matter Expertise: Served as a functional expert in ads labeling, social media originality verification, media annotation, and digital platform safeguarding protocols. Data Integrity & Tools Management: Utilized specialized internal databases and content review tools to accurately log, organize, and analyze bulk information with high attention to detail. Team Guidance & Quality Assurance: Provided process guidance and policy clarifications to team members while identifying operational gaps to recommend targeted coaching and workflow improvements. Process Reinforcement: Facilitated knowledge transfer sessions and process reinforcement activities to support team alignment and continuous quality improvements.
ALORICA, full_time
Sep 2017 to May 2021
Account & Escalation Management: Managed high-level escalations regarding billing, service plans, networks, and customer accounts, researching system records to provide accurate and efficient resolutions. Technical & Product Support: Acted as a functional support resource for frontline teams, providing critical assistance and guidance to resolve complex customer cases. Team Coaching & Mentorship: Coached and mentored team members on system navigation, product knowledge, documentation standards, and effective resolution strategies. Process Optimization & Insights: Analyzed recurring customer and operational issues to recommend actionable improvements for workflows, documentation, and team knowledge resources. Data Accuracy & Communication: Maintained detailed case records and communicated complex technical or account information clearly to customers, team members, and internal stakeholders.
VXI Global Holdings, full_time
Jun 2016 to Mar 2017
Omnichannel Customer Support: Delivered professional customer support across email, non-voice, and blended communication channels, focusing on customer relationship management and problem-solving. Logistics & Order Fulfillment: Managed end-to-end logistics coordination, including order tracking, delivery updates, returns, refunds, cancellations, and service requests across multiple internal databases. Cross-Functional Coordination: Coordinated directly with internal teams and external stakeholders to expedite resolutions for complex delivery, order, and service-related concerns. Data Integrity & SLA Management: Maintained detailed records of customer interactions, requests, and actions taken while successfully multitasking to meet strict response-time, quality, and accuracy expectations.