Outline
Looking for Full-Time work (8 hours/day) at $8/hour
Bachelor's Degree
English proficiency Fluent
Professional Summary
Seasoned operations leader turned detail-driven Virtual Assistant, bringing 10+ years of experience managing teams, workflows, and client relationships across logistics, and customer service — now channeled into delivering precise, dependable support for global clients.
Skilled in managing high-volume, time-sensitive tasks under pressure, honed through years of overseeing SLAs, KPIs, and cross-functional coordination — able to prioritize, multitask, and consistently meet deadlines without sacrificing accuracy.
Reliable, tech-savvy, and self-directed, with hands-on experience in reporting tools, tracking systems, and workflow platforms (Google Ads Editor, CRM/ticketing systems, performance trackers) — equipped to manage calendars, inboxes, data entry, research, and administrative operations with minimal oversight.
Skilled in managing high-volume, time-sensitive tasks under pressure, honed through years of overseeing SLAs, KPIs, and cross-functional coordination — able to prioritize, multitask, and consistently meet deadlines without sacrificing accuracy.
Reliable, tech-savvy, and self-directed, with hands-on experience in reporting tools, tracking systems, and workflow platforms (Google Ads Editor, CRM/ticketing systems, performance trackers) — equipped to manage calendars, inboxes, data entry, research, and administrative operations with minimal oversight.
Skills & Experience
Skills
Customer service
Team Management / Leadership
Logistics & export coordination Shipping documentation Order processing Customer support CRM tools Attention to detail Time management Problem-solving
Project Management, Social Media Campaigns, Admin Task, Data Entry, Managing Schedules
Zendesk Software, Canva, Email, Slack, Ring Central, MS Office , Dropbox , Calendly
Excel / Power BI
Experience highlights
Customer Service Team Manager
Concentrix
·
December/2021
–
Present
Managed SME (Subject Matter Expert) and 15-18 agents in Customer Service supporting, email, chat, and voice communications in servicing our North American clients.
• Spearheaded the CareBay program (PIP), enhancing agent performance and engagement.
• Collaborated with operations managers to onboard new client tasks and projects, ensuring smooth transitions.
• Spearheaded the CareBay program (PIP), enhancing agent performance and engagement.
• Collaborated with operations managers to onboard new client tasks and projects, ensuring smooth transitions.
Customer Service Team Manager (Seasonal account - WFH)
Concentrix
·
October/2020
–
Present
• Managed SME (Subject Matter Expert) and 15-18 Process Doctors in Customer Service, Ecommerce, and Supply Chain in one of the best retail companies based in North America and UK.
• Enhanced coaching techniques through daily huddles and one-on-one sessions, fostering professional growth.
• Enhanced coaching techniques through daily huddles and one-on-one sessions, fostering professional growth.
Senior Sales Executive – Media Campaign Management (America)
Cognizant Technology Solutions Philippines Inc.
·
June/2017
–
Present
• Managed end-to-end Google Ads campaign execution and ticket resolution for internal clients and Account Managers, consistently meeting SLA targets across all priority levels while maintaining 100% CSAT and zero DSAT escalations.
• Led priority escalation and stakeholder communication, identifying high-priority tickets per client specifications and maintaining structured, timely updates with Account Managers throughout the resolution lifecycle.
• Led priority escalation and stakeholder communication, identifying high-priority tickets per client specifications and maintaining structured, timely updates with Account Managers throughout the resolution lifecycle.
Team Lead - Freight Forwarding and Logistics (Australia and New Zealand)
Axiem Corporation
·
September/2015
–
Present
• Supervised a team of 18–20 freight forwarding and logistics staff, ensuring daily SLA and KPI compliance while serving as first point of escalation for client-specific issues.
• Acted as key liaison between agents, Management, and clients, disseminating client-specific requirements, submitting performance reports, and representing the Operations Manager in client and management meetings when needed.
• Acted as key liaison between agents, Management, and clients, disseminating client-specific requirements, submitting performance reports, and representing the Operations Manager in client and management meetings when needed.
Team Lead – North America Customer Service (Supply Chain and Logistics)
Ingram Micro Philippines Inc. BPO, LLC
·
August/2010
–
Present
• Provided leadership and workflow management for the North America Customer Service, Logistics, and Transportation teams, contributing to hiring decisions, performance reviews, one-on-ones, promotions, and corrective actions while applying advanced Customer Service Specialist expertise to coach and guide staff.
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