Admin & Operations Support
Metro Manila, Pasay, PH
★ Managed email inboxes and calendars to ensure organized communication and efficient scheduling ★ Maintained CRM databases, spreadsheets, and digital files with accuracy and attention to detail ★ Prepared reports, documents, and presentations to support daily business operations ★ Coordinated meetings, tracked tasks, and followed up on deadlines to keep projects on schedule ★ Conducted online research and provided reliable administrative support to improve operational efficiency ********************************* ACHIEVEMENTS: ★ Streamlined administrative workflows through organized email, calendar, and file management ★ Maintained accurate records and ensured timely completion of administrative tasks ★ Improved operation efficiency by providing reliable day-to-day administrative support ★ Enhanced team productivity by coordinating schedules, tracking tasks, and managing documentation ★ Established organized digital systems for easy access to business files and information
Freelance, full_time
Nov 2025 to Aug 2026
★ Managed email inboxes and calendars to ensure organized communication and efficient scheduling ★ Maintained CRM databases, spreadsheets, and digital files with accuracy and attention to detail ★ Prepared reports, documents, and presentations to support daily business operations ★ Coordinated meetings, tracked tasks, and followed up on deadlines to keep projects on schedule ★ Conducted online research and provided reliable administrative support to improve operational efficiency
TELUS, full_time
Jun 2020 to Nov 2025
Provided expert-level technical support for smart home devices, household appliances, and internet/telephone services in a high-volume BPO contact center environment. ★ Resolved complex connectivity, hardware, software, and mobile app issues across smart home devices (sensors, thermostats, locks, Z-Wave products) and appliances (washers, dishwashers, HVAC, TVs) ★ Delivered multi-channel support via inbound voice calls, email, SMS, and live chat while maintaining high CSAT scores ★ Performed remote diagnostics and line tests; escalated critical issues to field technicians and engineering teams with thorough case documentation ★ Guided customers through step-by-step installation, configuration, and troubleshooting using clear, accessible communication ★ Documented all interactions, updates, and escalations in CRM and ticketing systems with accuracy and compliance ★ Dispatched field service teams and coordinated warranty claims, replacement orders, and repair requests ★ Created and maintained self-service knowledge base articles and customer-facing guides ★ Consistently achieved or exceeded KPIs including First Call Resolution (FCR), Average Handle Time (AHT), CSAT, and dispatch accuracy ★ Maintained compliance with data security, privacy, and quality assurance protocols
Allied International Credit, full_time
May 2018 to Mar 2020
Led front-line team operations and agent development in a collections-focused BPO environment, handling escalations and overseeing daily service delivery. ★ Served as primary point of contact and real-time support resource for front-line agents, providing coaching and guidance to resolve customer issues efficiently ★ Managed escalated calls with professionalism, ensuring prompt resolution and high customer satisfaction scores ★ Designed and facilitated onboarding programs and training sessions; developed and updated training materials and process documentation ★ Monitored agent performance metrics, identified skill gaps, and delivered targeted coaching and corrective action plans ★ Partnered with Quality Assurance team to evaluate call performance and drive continuous improvement initiatives ★ Compiled and presented weekly performance reports and training updates to leadership to support data driven decision-making ★ Managed operational workflows and account updates to support team efficiency and meet SLO targets ★ Oversaw team operations and ensured KPIs and service level objectives were consistently met during leadership absences
Allied International Credit, full_time
Jan 2017 to May 2018
Managed delinquent accounts and recovered overdue payments through skilled negotiation and customer communication while maintaining full regulatory compliance. ★ Recovered overdue payments by implementing effective collection strategies and negotiating payment plans tailored to customer circumstances ★ Educated customers on repayment options, settlement offers, and the impact of delinquency and credit reporting ★ Verified customer identities and validated debt accounts prior to all collection activities ★ Processed payment arrangements via phone and guided customers through payment processing and account settlement ★ Monitored account statuses, updated CRM systems, and documented all customer interactions for compliance audits ★ Handled disputes, fraud cases, complaints, and escalated concerns with sound judgment and professionalism ★ Skip-traced delinquent accounts using investigative tools and databases to locate updated contact information ★ Collaborated with supervisors and legal teams on complex accounts requiring further investigation or legal action ★ Ensured full compliance with FDCPA, TCPA, CFPB, and applicable regulations while upholding ethical standards and consumer rights
McDonalds, part_time
Mar 2016 to Jan 2017
Delivered excellent customer service in a fast-paced environment; accurately processed orders and payments via POS systems ★ Trained new crew members on service standards, safety protocols, and customer interaction best practices ★ Resolved customer inquiries and complaints professionally; maintained compliance with food safety and hygiene regulations