Go-Getter Virtual Assistant w. Extensive Customer Service Expertise

Verified

$8/hr

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Outline

Looking for Full-Time work (8 hours/day) at $8/hour

Bachelor's Degree

English proficiency Fluent

Professional Summary

Hi there! 👋 I know you have a lot on your plate right now as you thrive with your business growth. Let me help you focus on high priority goals by taking on the menial tasks.

Skills & Experience

Skills

Project Management 1-2 Years

Virtual Assistance 6 Months to 1 Year

Email Management 5-10 Years

Calendar Management 2-5 Years

Administrative Support 6 Months to 1 Year

Experience highlights

Contact Centre Officer

EMAPTA · July/2024 – Present

July 2024 - April 2025

✅ Handled 80+ customer interactions per day via email and phone, from P1 tickets down to P4.
✅ Used CRM platform like AutoTask to resolve issues.
✅ Maintained customer satisfaction on top of providing technical/helpdesk support.
✅ Supported back-office tasks such as documentation and scheduling.

Subject Matter Expert - L1 Support

Accenture in the Philippines · February/2022 – Present

✅ Main focus on assisting Service Desk L1 analysts to provide extensive assistance to agents, this includes approving ticket escalation to L2 or other support group.
✅ Handled client escalation mailbox, provide RCA and attends client call for urgent concerns.
✅ Prepares and accomplishes ad hoc tasks assigned on a daily basis (i.e basic report generation with MS Excel).
✅ Coordinate with KM Team to update and create new KB articles, also discuss the gap with L1 agents and current processes.

Service Desk Analyst - L1 Support

Accenture in the Philippines · November/2020 – Present

✅ Handled 30+ customer interactions per day via inbound, outbound, chat and service portal tickets relating to login issues, software, printers and network concerns for hotel employees worldwide.
✅ Used CRM platform like ServiceNow to resolve issues
✅ Maintained 98%+ customer satisfaction score
✅ Supported back-office tasks such as ticket follow up and retention for the team in behalf of my Team Leader.
✅ Became a resource of a special project for Chip & PIN devices wherein we setup, connect to

Order Management Analyst

Accenture in the Philippines · July/2019 – Present

✅ Handled 80+ customer interactions via portal tickets for employees company mobile phones which could be new line, cancellation, port in, port out, subscription plan changes and etc.
✅ Solely covered the India region which is one of the largest office the client has.
✅ Used CRM platforms owned by the client or company (which I cannot disclose) to resolve issues.
✅ Maintained 98%+ SLA for all the ticket types of every interaction.
✅ Some days I supported back-office tasks such as documentation f

Customer Service New Associate

Accenture in the Philippines · July/2017 – Present

✅ Ticket management for telco technicians for US client and a resource for the Dispatch Operations. Handled 50+ inbound and outbound calls with our service technician for their requests such as ticket update; closure; reschedule; arrange their day to day volume of service tickets.
✅ Used CRM platform owned and designed specifically for the client to resolve issues.
✅ Maintained 98%+ customer satisfaction score on top of main goal as a Dispatch Specialist.
✅ Supported back-office tasks such as do

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