VIRTUAL ASSISTANT | CUSTOMER SUPPORT | SOCIAL MEDIA MANAGER
Cebu, Cebu City, Philippines
Aspiring Virtual Assistant with 7+ years of customer service experience and hands-on expertise in social media management, content creation, affiliate marketing, and administrative support. Skilled in managing customer communications, creating engaging content, and using digital tools to improve business operations and customer satisfaction.
Tylex Shop, freelance
Mar 2023 to Jul 2026
Managed Facebook affiliate page for TikTok Shop and Shopee. Created product review content using Canva and CapCut. Researched trending products to increase affiliate sales. Increased engagement by 150 percent and reached 500K monthly views.
Cognizant Technology, full_time
Aug 2021 to Feb 2023
Handled 200 plus inbound calls daily for US retail account with 100 percent CSAT score and less than 2 seconds Average Handle Time Resolved order placement, billing, and upselling other products with 100 percent first call resolution rate. Recognized as Best in QA and Best in CSAT for maintaining 100 percent compliance on script adherence and data privacy
Alorica Philippines, full_time
Feb 2021 to Aug 2021
Processed 50 plus driver real time support with their delivery issues, onboarding, payroll, and violation appeals. Awarded Top Agent and Best in QA and Best in Verbatim for call quality and documentation accuracy.
Customer Service Representative, full_time
Mar 2019 to Jun 2019
Resolved 40 plus billing and account inquiries daily via phone and chat with 95 percent customer satisfaction rating Guided customers through mobile device and hardware troubleshooting with 88 percent first call resolution Maintained 99 percent data accuracy when documenting account changes in CRM.
Technical Service Representative, full_time
Mar 2016 to Jul 2018
Provided technical troubleshooting for 150 plus internet, landline, and email service calls daily with 94 percent CSAT and less than 6 mins Average Handle Time. Resolved connectivity issues on first call with 90 percent first call resolution, reducing escalations to Tier 2 by 10 percent Awarded Best in FCR and Promoter for educating customers on self service solutions, cutting repeat technical tickets by 10 percent.