Undergrad
Bachelor of Science in Hospitality Management
Pamantasan ng Lungsod ng Pasig
About Me:
I am a 6 year tenure in the BPO / Call Center Industry with broad specialization and skill set. Along with those diverse backgrounds, I really want to leverage those skills into the role of a General Virtual Assistant.
Aiming to work for a progressive organization in a highly motivating and challenging environment that provides the best opportunities to grow and utilize my potential to the fullest to achieve the organization’s goal.
More than willing to bear more tasks, new roles and responsibilities for additional knowledge and experience. I am ready to work remotely. I have a high-performance laptop, fast internet connection and a personal work space.
Professional Skills
Relevant skills that showcase my expertise for the job.
Admin Skills
Customer Service
Technical Support
Social Media Management
Data Enrty
Content Creation
Certificates
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Professional Work Experience
A detailed look at my roles, responsibilities, and proven track record across diverse industries and positions.
February 2025
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March 2025
ProVA
(General Virtual Assistant - INTERN)
Detail-oriented and tech-savvy Virtual Assistant with years of experience providing remote administrative, customer support, and project coordination services to businesses and entrepreneurs.
Adept at handling correspondence, performing research, managing calendars, and maintaining a high level of confidentiality and professionalism.
Proven ability to adapt quickly, stay organized, and deliver results under minimal supervision.
I am well-experienced in understanding the project requirements and drafting crystal clear and easy-to-follow project-specifics.
I provide comprehensive support that enhances organizational efficiency and empowers executives to achieve their goals.
February 2025
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March 2025
ProVA
(Social Media Manager - INTERN)
Focused Branding. Planning content aligned with goals and audience interests also Creating and publishing posts consistently.
Monitoring performance metrics and feedback, Analyzing data to improve strategies. Adjusting tactics based on trends and platform updates.
Engaging with followers (comments, messages, community building)
Copywriting (Post Captions, Hashtags, Ads, Taglines, Hooks, etc.)
Sample Portfolio here: https://myprofile.ph/ahzongargoles
September 2023
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April 2025
NuVison Auto Glass
(Claims Specialist)
Job Description:
- Responsible for taking calls from service advisors to complete the insurance claims.
- Responsible for taking overflow calls from the sales queue and converting them into sales.
- Responsible for making sure that all customer information is encoded and updated in Salesforce with 100% accuracy.
- Assist Customers Service Department by answering overflow calls which are related to Rebate, Warranty Issues, Scheduling, and other calls that fall under Customer Service.
- Got upskilled to take on Chat Inquiries.
- Providing customer Cash Quotes and Profile Creation.
CRM tool: Salesforce, Omega and Hootsuite.
August 2022
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April 2023
TDCX (Project Fruit / Apple )
(Technical Support Advisor and Media Services Support)
My Specialization is Apple ID, iCloud+, App Store, iOS and iPadOS, and WatchOS
For products iPhones, iPads, Apple Watch, Airpods and Beats and Apple Accessories.
Job Description:
For Billing:
- Provided support in Analyzing and Reviewing customers bills and invoices through In-App Purchases and Subscriptions.
- Responsible for billing processes, including Managing Invoices, Billing Cycles, Handling Discrepancies, Processing Payments, and Ensuring Compliance with Billing Policies.
- Filing Reports for Fraudulent Transactions, Removing Payment method and proceed steps necessary for the process.
For Accounts:
- Apple ID Concerns such as Reset Password, Locked Account, Updating Account Details. (Account Management)
- iCloud+ Concerns such as Backups, Storage, Family Sharing, FindMy, iMessage and Facetime. (Data Management)
- App Store Concerns such as App Management, Purchasing, Updating, and Troubleshooting Apps.
For Product:
- Advanced Knowledge about Apple's products and Specifications.
- Identifying Hardware and Software issues across Apple’s Ecosystem.
- Extensive Troubleshooting steps to resolve customers' concern during the call. (Software)
- Booking Appointment for customers that need to visit a Genius Bar or Service Center. (Hardware)
- Running Diagnostic Reports to check System Status.
- Collaborated with Engineers any Complex Issues, ensuring prompt resolution.
- Sending Emails and Tickets about Knowledge tools for customers to follow as a guide.
- Updating Tools and Knowledge Hubs for Troubleshooting Steps and Faster Resolutions.
October 2021
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June 2022
Optum (United HealthCare)
(Regional Account Manager)
Job Description:
- Identifies Primary, Secondary, and Tertiary Benefit coordination between commercial insurance carriers. Depending on Patient Situation. (Commercial Order Benefit of Determination)
- Responsible for Reviewing Patient's Coverage with their Insurance.
- Responsible for Auditing Patient's Hospital Bills and Charges that were put up against their Insurance Claim.
- Provided support on Processing the Claims and Resolving Patient Accounts.
- Document and resolve audit findings which relate to the exact amount of the bills and charges then coordinating to the right contract negotiations when needed.
CRM: Direct Connect
March 2021
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August 2021
Concentrix (Avalon / Apple )
(Technical Support Advisor)
My Specialization is Apple ID, iCloud+, App Store, iOS and iPadOS, and WatchOS
For products iPhones, iPads, Apple Watch, Airpods and Beats and Apple Accessories.
Job Description:
For Accounts:
- Apple ID Concerns such as Reset Password, Locked Account, Updating Account Details. (Account Management)
- iCloud+ Concerns such as Backups, Storage, Family Sharing, FindMy, iMessage and Facetime. (Data Management)
- App Store Concerns such as App Management, Purchasing, Updating, and Troubleshooting Apps.
For Product:
- Advanced Knowledge about Apple's products and Specifications.
- Identifying Hardware and Software issues across Apple’s Ecosystem.
- Extensive Troubleshooting steps to resolve customers' concern during the call. (Software)
- Booking Appointment for customers that need to visit a Genius Bar or Service Center. (Hardware)
- Running Diagnostic Reports to check System Status.
- Collaborated with Engineers any Complex Issues, ensuring prompt resolution.
- Sending Emails and Tickets about Knowledge tools for customers to follow as a guide.
- Updating Tools and Knowledge Hubs for Troubleshooting Steps and Faster Resolutions.
June 2019
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January 2021
SITEL (Staples)
(Customer Service Representative)
Staples is an Office Supply Company.
I got hand picked to support 2 departments: Business to Business and Direct to Customer and I also train and oversee newly hired agents during my stay at the company.
Job Description:
- Daily task is receiving Inbound Calls from Business Owners, Secretaries, and Entrepreneurs to assist them regarding their Office Supply Needs. (60 - 70 calls per day)
- Account Creation, Profile Creation, Billing Profiling.
- Order Placing, Tracking Shipment, Reshipment, Refund and Invoices.
- Assigning Account Manager and Modifying Recurring Orders.
- Updating Website Prices, Voucher and Discount Processing, and Price Matching with Competitors.
CRM Tools: AS400 / Sunrise
My Services
Comprehensive services to help you achieve your goals and business objectives.
Virtual Assistant
Email Management, Calendar Management, Travel Arragements, Document Preparation, Research, Data Entry and Analysis.
Service Representative
Customer Support and Technical Support through Calls, Chats, and Emails.
Social Media Management
Analyzing Engagement Data, Identifying Trends in customer Interaction and Planning Digital Campaigns to Build Community.
Data Entry / Web Researcher
Handles data sets with clarity and visibility across organizations. Deep Research in the Internet for Information.
Content Creator
Promote Companies' Products and Services by developing copy for Websites, Social Media, Marketing Materials.