Virtual Assistant
Philippines
I am a dedicated professional with an extensive background in providing virtual assistance and support. My skills span across customer service, administrative tasks, sales, procurement, quality assurance, and technical support. I pride myself on being detail-oriented and highly adaptable, ensuring I deliver excellent service in any remote work setting. Over the years, I've mastered various tools like Microsoft Office, Google Workspace, and CRM platforms to efficiently manage tasks like data entry, email and calendar management, and client communication. I am committed to driving business growth by leveraging my leadership experience, technical troubleshooting abilities, and comprehensive understanding of inventory management. My goal is to consistently enhance operations and customer satisfaction through streamlined processes and effective team collaboration.
HCL Technologies
Nov 2023 to May 2025
Delivered remote network troubleshooting and support for wired, wireless, and LAN/WAN connections, ensuring minimal downtime for client operations. Maintained timely communication updates with clients via incident tickets, emails, and live calls, ensuring adherence to both company Service Level Agreements (SLAs) and customer expectations. Coordinated with local Telco carriers and internal technical teams to resolve escalated network issues efficiently. Managed high-priority Aging Tickets by auditing status, correcting ownership, and driving escalation across technical teams to ensure timely and appropriate resolution. Led the team in the absence of supervisors or shift leads, monitoring workloads, managing updates, and ensuring SLA compliance. Received direct commendation/kudos from leaders for demonstrating exceptional dependability and commitment Assisted supervisors in workforce management, specifically facilitating bids for team schedules.
Verizon Communications Philippines, Inc.
Feb 2016 to Oct 2023
Delivered remote network troubleshooting and support for wired, wireless, and LAN/WAN connections, ensuring minimal downtime for client operations. Maintained timely communication updates with clients via incident tickets, emails, and live calls, ensuring adherence to both company Service Level Agreements (SLAs) and customer expectations. Coordinated with local Telco carriers and internal technical teams to resolve escalated network issues efficiently. Managed high-priority Aging Tickets by auditing status, correcting ownership, and driving escalation across technical teams to ensure timely and appropriate resolution. Led the team in the absence of supervisors or shift leads, monitoring workloads, managing updates, and ensuring SLA compliance. Received direct commendation/kudos from leaders for demonstrating exceptional dependability and commitment Assisted supervisors in workforce management, specifically facilitating bids for team schedules.
Verizon Communications Philippines, Inc.
May 2015 to Feb 2016
Provided clear and concise updates on technical incident resolution via inbound channels ensuring transparency, managing customer expectations and reducing repeat inquiries. Engaged local technical teams for updates and escalations, ensuring swift follow-through and timely resolution.
Capital One
Oct 2013 to Mar 2015
Mitigated financial risk by assisting customers with blocking compromised cards, creating comprehensive dispute reports, and processing new card replacements via inbound channels. Executed targeted outbound calls based on system fraud alerts fraud alerts by contacting customers to verify recent transactions and providing full assistance for confirmed fraudulent activity. Offered and processed supplementary cards, credit limit increases and additional card services to qualified customers.
HSBC
Aug 2011 to Oct 2013
Mitigated financial risk by assisting customers with blocking compromised cards, creating comprehensive dispute reports, and processing new card replacements via inbound channels. Executed targeted outbound calls based on system fraud alerts fraud alerts by contacting customers to verify recent transactions and providing full assistance for confirmed fraudulent activity. Offered and processed supplementary cards, credit limit increases and additional card services to qualified customers.
Concentrix Synnex Corporation
Feb 2010 to Mar 2011
Conducted call evaluations, performance trend analysis, and QA coaching sessions for multiple teams. Led group updates and facilitated training sessions to improve customer handling quality.
Concentrix Synnex Corporation
Apr 2009 to Feb 2010
Delivered technical and customer support for AT&T Dish Network. Provided mentoring and floor support to new hires.
Concentrix Synnex Corporation
May 2008 to Apr 2009
Efficiently walked customers through in activating Dish Receiver devices, TV Remotes and Programming issues with high customer satisfaction, fair to good handling time and consistently high quality assurance scores. Consistently offered receiver and programming upgrades.
Edge Group of Companies
Feb 2007 to Nov 2007
Handled purchasing, supplier relations, and asset management for office equipment and supplies. Ensured timely and cost-effective procurement aligned with operational needs of the company.
Gaisano Interpace Computer Systems Unipace Corporation
Feb 2004 to Feb 2007
Supervised daily operations, staff, and sales for multiple branches. Managed procurement, pricing, marketing, and customer service for computer hardware and networking peripherals. Achieved consistent sales targets and maintained supplier partnerships.
Gaisano Interpace Computer Systems Unipace Corporation
Feb 2003 to Feb 2004
Generated and managed customer quotations for computer hardware and peripherals, consistently achieving monthly and quarterly sales targets. Handled product returns, coordinating closely with customers and vendors/repair centers to facilitate timely service and closure.
Rotary Club Philippines District 3870
May 2002 to Sep 2002
Provided administrative and clerical support, organised meetings and maintained documentation.