Virtual Assistant - Customer Support and Sales
Philippines
I’m a Customer Support Specialist and Virtual Assistant with over 10 years of experience across BPO, outsourcing, and remote roles. I’ve handled email, chat, and phone support, sales and upselling, CRM management, and administrative tasks for both local and international clients. I’m known for being reliable, process-oriented, and easy to work with. I follow SOPs closely, communicate clearly, and adapt quickly to new tools and workflows. I’ve supported customers in fast-paced environments, assisted sales teams with lead qualification, and worked directly with business owners to keep operations running smoothly. If you’re looking for someone who can represent your brand professionally, handle customers with empathy, and get things done with minimal supervision, I’d be glad to help.
PROBEGROUP PHILIPPINES INCORPORATED
Mar 2023 to Jun 2023
● Facilitates the classroom training of newly hired agents, ensuring competency requirements set by the client are met prior to being endorsed to production ● Creates new and updates existing presentation modules using MS PowerPoint ● Held the position for only under a 3-month contract due to company and client necessities
TDCX PHILIPPINES INCORPORATED
Feb 2020 to Jul 2020
● Receives and provides assistance to inbound chat queries of advertising clients of a leading global social networking site. Provides feedback and guidance on how to ensure ads are compliant with the advertising policies of the platform ● Occasionally converts chat sessions into outbound calls in order to provide a more timely and efficient resolution to issues or concerns
CONCENTRIX PHILIPPINES INCORPORATED
Mar 2019 to Jan 2020
● Provides technical support to customers of a leading home broadband, TV, and phone service provider based in Ireland via inbound calls ● Ensures customer satisfaction is achieved through relevant and timely resolution of technical issues and concerns relating to TV, broadband/WiFi, and Phone connectivity
RAREJOB PHILIPPINES INCORPORATED
Oct 2018 to Mar 2019
● Conducts English as a Second Language (ESL) lessons to Japanese students via Skype using company provided lesson plans ● Provides relevant feedback to assist in student’s English vocabulary, grammar and pronunciation. Students range from beginner to advanced and come from different age groups (children to adults)
STELLAR PHILIPPINES INCORPORATED
Nov 2016 to Dec 2018
● Responsible for facilitating classroom training for new hire agents, ensuring competency requirements set by clients are met prior to being endorsed to production. Also conducts up-skilling classes as required by the client ● Creates new and updates existing presentation modules using MS PowerPoint. ● Creates and updates trainee performance records using MS Excel ● Highly involved in trainee and agent performance improvement and evaluation by conducting written and verbal assessments, one-on-one coaching, root-cause-analysis, and training needs assessments ● Works in close coordination with Recruitment, Operations, Quality, and Workforce Teams to maintain client and employee satisfaction and retention
STELLAR PHILIPPINES INCORPORATED
Apr 2014 to Oct 2016
● Assists in the back-end processes of a fast-growing Australian electricity and gas company ● Ensures accurate customer and meter information is entered into the system to assist in the transfer of customers in the highly competitive Australian energy market
TELETECH CUSTOMER CARE MANAGEMENT INC.
Jun 2013 to Dec 2013
● Responsible for providing excellent customer service and phone banking assistance to customers of a leading American financial institution which includes general account inquiries, funds transfers, debit/ATM card replacements, fee dispute resolutions, etc. ● Ensures company and client performance metrics, such as Quality, AHT, Resolution, and Attendance are met
VXI GLOBAL HOLDINGS B.V. (PHILIPPINES)
May 2012 to May 2013
● Receives and processes inbound sales calls for a North American telemarketing company specializing in skincare, health and wellness products ● Provides excellent customer satisfaction by up-selling/cross-selling related products that meet the customer's needs
WEST CONTACT SERVICES
Jan 2005 to Jan 2006
● Receives and encodes phone orders for a variety of products and services for home TV shopping customers in the United States ● Occasionally receives and encodes credit card applications for a US financial company that West Contact Services represents