2017
Bachelor of Science in Hotel and Restaurant Management
Far Eastern University
SAMPLE
As a Virtual Assistant with over 10 years of experience in BPO and Workforce Management, I’ve developed strong skills in organization, analytics, and process improvement — all of which now guide the way I support my freelance clients.
I specialize in Shopify eCommerce and SEO, helping entrepreneurs and small businesses build and manage online stores that are not just visually appealing, but also optimized for performance and growth. My training includes hands-on experience in Shopify store setup, product importing, dropshipping, SEO keyword research, and analytics tracking — giving me the tools to create data-driven strategies that work.
Now, I combine my corporate experience with my new digital expertise to help business owners organize their operations, manage their online stores, and attract more customers — all with a structured, data-driven approach.
If you’re looking for a reliable and results-oriented VA to help you manage your store, optimize your online visibility, or streamline your workflows — let’s connect and build something great together.
My Skills and Competencies
Social Media Management
Shopify Expert
Data Entry
Content Creator
Certificates
My Experience and Education
May 2024
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October 2025
Cognizant
(Workforce Management Team Lead | Intraday, Scheduling, Forecasting and Capacity Planning)
Assisted a fixed-hour account providing expected RTA support for teams with an average of 70 to 100 agents depending on seasonality (peak and non-peak) in both Manila and Cebu with business hours of 9 to 6PM EST for NORAM and 3 to 12PM EST for Global Support.
Used Nice InContact and Salesforce to handle dashboard monitoring for both phones and email contacts and data extraction.
Regulated internal report templates to run absenteeism, shrinkage reports daily and interval and productivity reports hourly.
Monthly reviews short-term and long-term capacity planning and forecast based on past 2 years of historical data and recent trends along with communicating monthly to clients and leadership into locking 90-day forecast volume and HC.
Published schedules weekly and communicated to leadership while adjusting their schedules in Compass HCM for payroll purposes.
Client WFM transitioned to NICE IEX and coordinated with them for scheduling agents in NICE IEX to optimize the contact center.
Utilized NICE IEX for IDP, adherence monitoring, intraday schedule adjustments and coding exceptions to track out of office shrinkages.
Instructed Operations of client-directed planned sale dates to ensure positive intraday performance and achieve phone SLA target of 90% within 45 seconds and 90% email SLA target within 48 business hours.
Used Microsoft 365 for both internal and client communications and productivity tools and used Okta as authentication for accessing client tools.
August 2022
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May 2024
Cognizant
(Workforce Management Analyst | Intraday and Scheduling)
Assisted a 24/7 account providing overall expected RTA support for teams with an average of 80 to 100 FTEs depending on seasonality (peak and non-peak) in both Manila and Cebu.
Utilized Avaya CMS and Amazon Connect platforms for RTA monitoring and database extraction while periodically monitoring Gateway to observe agents productivity with B2B cases for a service-based company in the facilities management industry.
Regulated internal report templates to run absenteeism, shrinkage reports daily and interval reports hourly.
Allocated agents hourly for inbound and outbound work dependent on interval staffing requirements to achieve 85% phone SL target.
Operated Amazon Connect to set agent work rules, publish schedules and optimize break and lunch schedules.
Used Microsoft 365 for either internal and client communications and productivity tools.
May 2021
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August 2022
24-7 Intouch
(Real Time Analyst Supervisor)
Oversaw staffing and coverage of 9 Guatemala and 11 Manila RTAs dependent on volatile hours of operations per client’s directive.
Managed payroll through Superpunch and administrative tasks of 20 Manila WFM employees (RTAs including Schedulers and Planners).
Ensured a month-long proficient training for new RTAs onboarding them with WFM tools and introducing them to daily workflow whenever there's a need to increase or backfill RTA headcount.
Performed weekly engagement and sustained professional development coaching in order to prepare, grow and retain the RTA team while acting as backup for RTA coverage shortage.
Developed and produced solid solutions, strategies and action plans daily to improve business performance and client-partner success based on accurate data and analysis pulled from Genesys Interactive Insights (GI2) and NICE Supervisor Webstation.
Utilized Tableau and other internally built reports to analyze behavior trends on hygiene metrics daily which either positively or negatively affects Operations’ performance which then assisted Operations in providing guidance and action plans on how to mitigate negative impact and improving overall performance.
Reviewed SOPs monthly streamlining and improving processes to ensure increased efficiency and adherence to policies and guidelines.
Provided weekly coaching and touchbase feedback to ensure RTAs are synced with the overall processes.
Communicated daily to clients and team members to understand their needs while resolving planned or ad hoc relevant issues.
Initiated and implemented plans on client-directed process changes while ensuring consistency on intraday performance.
Used Slack for client communications and Zoom for client video calls; and Google Workspace for internal communications and productivity.
July 2017
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May 2021
24-7 Intouch
(Real Time Analyst)
Handled a 24/7 account with multiple location sites (APAC, NORAM, LATAM) and followed directives from GCC (Global Command Center) overseeing NORAM (North America) and EMEA (Europe, Middle East and Africa) regions to manage target 80% SL daily.
Managed 11 LOBs with 1,500 to 2,000 HC with different communication channels and half-hourly monitors call queues through Genesys Pulse and ticket queues hourly on Zendesk/Tower.
Monitored and called out schedule adherence half-hourly to Operations with the proper use of hygiene metrics such as Average Handle Time (AHT), After Call Work (ACW), Outbound Call (OBC) and non-adherence to scheduled break or lunch.
Hourly sent login and logout reports, absenteeism reports to clients and analyzed site health metrics reports such as committed vs actual productive hours, lost hours, in-office and out-office shrinkage.
Facilitated current week requests for schedule changes or exceptions like PTO, meeting and coaching requests due to client escalations.
Monitored and reported system outages daily to GCC while relaying troubleshooting and business contingency plans to Operations.
Performed GCC’s ad hoc channel moves (phones to messaging) to maximize occupancy and coded exceptions for shrinkage accuracy.
Recommended overtime to multiple LOBs during peak seasons and offered VTO during off-peak season.
January 2017
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July 2017
24-7 Intouch
(Customer Experience Specialist)
Helped global users (guests and hosts) to navigate the vacation rental platform online or through the app while answering FAQs.
Assisted hosts how to start listing their spaces and guests by booking available listings.
February 2016
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October 2016
Expert Global Solutions
(Team Manager)
Engaged with 12 to 15 members of the team - managed and drove team performance KPIs such as NPS, ABS, ADH and AHT daily.
Monitored and evaluated recorded calls daily through Verint and provided coaching opportunities to agents while motivating them.
Supported and approved credit requests, took escalated calls and worked administrative tasks then published end of day reports daily with use of Microsoft Office.
Facilitated training modules and quality assurance tasks during process changes and calibration weekly.
Supervised 20 nesting agents and supported process training to new-hire employees and assist with their monthly evaluation.
August 2015
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February 2016
Expert Global Solutions
(Customer Service Representative)
Assisted with prepaid account creation and management while answering prepaid mobile and data subscription plan inquiries.
Provided guidance on prepaid plan payments via Interactive Voice Response (IVR) or online.
Helped with basic troubleshooting for prepaid mobile devices.
July 2014
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August 2015
Concentrix
(Customer Care Specialist)
Provided assistance with online content accounts, troubleshooting apps and in-app purchases and any billing issues.
Resolved quality issues with contents from the app store and assessed eligibility to grant refunds for purchased digital contents.
Helped customers with providing information on account activity through family sharing and cloud.
August 2013
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May 2014
Hinduja Global Solutions
(Technical Support Representative)
Resolved technical issues on home entertainment systems (TV, VCD-DVD player, Blu-ray player, speakers and Playstation).
Assisted with repair dispatch for existing devices or refunds with newly purchased electronics while offering extended warranties.
Evaluated eligibility of devices for repair and provides information with authorized repair partners/sites.
My Services
Social Media Management
Analyzing engagement data, identifying trends in customer interaction and planning digital campaigns to build community.
Data Entry / Web Researcher
Search the Internet for information on a wide variety of topics.
Shopify Expert
Customize Your Store With Our Website Builder.