I am a customer service and virtual assistant professional with more than five years of experience supporting customers through phone, live chat, and email. I handle customer concerns with empathy, clear communication, and a focus on efficient resolution.
I have experience managing high-volume support workloads, including 50 or more daily tickets and 60 or more daily voice calls. My work includes order tracking, refunds, exchanges, complaint handling, escalations, technical support, and first-call resolution.
I am experienced in CRM management, administrative support, appointment setting, calendar coordination, and maintaining accurate customer and scheduling records. I am comfortable supporting remote workflows and coordinating with customers, teams, and medical staff.
I consistently work toward service KPIs, call-quality standards, and customer satisfaction goals. In previous roles, I maintained 95%+ CSAT performance, helped reduce repeat contacts, and contributed to improved customer outcomes.
I am detail-oriented, adaptable, and quick to learn new tools, processes, and product information. I use tools such as Gorgias CRM, Shopify, GoHighLevel, ClickUp, Trello, Google Workspace, Microsoft Office, Slack, and Zoom to stay organized and productive.
I also bring experience in quality control, team collaboration, process improvement, content writing, and campaign scheduling. I aim to provide dependable, customer-focused support while helping teams operate efficiently.
Handled more than 40 inbound calls per day to schedule and confirm patient appointments. Maintained provider-calendar utilization above 90% through accurate scheduling and timely coordination.
Proactively addressed scheduling conflicts and communicated with patients and medical staff, helping reduce patient no-shows by 20%. Maintained accurate, audit-ready scheduling records across virtual assistant platforms.
Provided high-volume phone and non-phone customer support for order tracking, refunds, and exchanges. Managed a minimum of 50 support tickets daily while maintaining customer service and call-quality standards.
Maintained a 95%+ CSAT score and consistently met or exceeded KPI targets. Helped lead a five-person team to the top ranking among seven customer service teams, including closing 4,200 tickets in one week, and reduced repeat contacts by 15% through strong product and workflow knowledge.
Handled more than 60 inbound and outbound live voice calls per day for the Under Armour account. Resolved customer inquiries using product knowledge, clear communication, and customer-focused problem solving.
Achieved a first-call resolution rate above 85% and contributed to a team CSAT score above 90%. Supported customers efficiently while maintaining quality standards during high call volumes.
Delivered live chat support while managing more than five concurrent customer conversations per shift. Maintained an average response time under two minutes through concise and clear written communication.
Resolved customer concerns and processed more than 30 orders per day. Focused on timely, accurate responses and positive customer experiences in a fast-paced chat support environment.
Scheduled and managed Pinterest advertising campaigns remotely for one client operating more than five companies with multiple product lines. Organized campaign schedules and supported ongoing advertising operations.
Monitored ad performance across the client portfolio and adjusted scheduling based on results. Contributed to a 10% improvement in campaign click-through rate.
Inspected 20 to 30 units per day to ensure compliance with company quality standards. Performed detailed reviews to identify defects, inconsistencies, and quality issues.
Reported findings accurately and contributed to corrective quality processes. Helped support a 12% reduction in recurring quality issues through consistent inspection and reporting.
Senior High School
Completed Senior High School education at Ateneo de Davao University.
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