Hi there PARTNER! This is James Michael

Your Lifetime Investment Virtual Assistant

Hey there! My name is Michael, but you can call me Mike. I am a Filipino, who studied college at National University Manila with an associate degree in English Language Literature Studies. At an early age, I have been working as a freelance artist at 2 of the biggest multimedia companies in the Philippines, Global Media Arts (GMA) & Alto Broadcasting System & Chronicle Broadcasting Network (ABS-CBN). Due to hardships of what life brings we sometimes don't go the same path that we wanted. Thus, it was a setback for me as well however I didn't let it stop me finding another path that could lead me to my goals and dreams. Once again, I am now transitioning unto a new chapter of my journey which is the online world as a virtual assistant.

As an experienced Customer Service Representative for 3 years, I excelled and blossom in the companies I have worked with. This molded me to become the person I am today, I'm your dedicated virtual assistant, here to support you with a variety of tasks. Whether it's managing your schedule, conducting research, or simply lending a listening ear, I'm here to help. Consider me your digital companion, always ready to assist you.

With a strong foundation in artificial intelligence and a talent for problem-solving, I am well-prepared to handle tasks ranging from scheduling meetings to organizing your emails. Need travel suggestions? I've got you covered. Need to draft a polished email? It's as good as done. I excel in efficiency and adaptability, so whatever challenge you present, I’m ready to tackle it with enthusiasm.

What distinguishes me is not just the technology behind me, but my ability to understand your unique needs. I'll learn your preferences, anticipate your needs, and adjust to your communication style. Plus, I bring an abundance of patience and a touch of humor—because even virtual assistants know the value of a good laugh. Let's work together to make this virtual partnership both productive and enjoyable!

You give me the TASK; I get the JOB done. ✅

James Michael Estrellado Rocales
Pasig City, Philippines
jamesmichael.estrelladorocales@gmail.com
Freelancer
Check my CV View Work Hire Me

PROFICIENCIES

Email Management
Calendar Management
Graphics Design and Editing
Real Estate Virtual Assistant (REVA)
Social Media Management
Graphic Designer
Data Entry
Content Creator

Certificates

CAREER HIGHLIGHTS

  • EXPERIENCE
  • EDUCATION
2020 - 2023 - Associate Degree
National University - Bachelor of Arts in English Language Studies

- Program Director and Head of Committee, 2022 - National Service Reserve Corps (NU-SRC)
- Internal and External Director and Head of Committee, 2022 - National Service Reserve Corps (NU-NSRC)
- Leadership/Spokesperson and Head of Committee, 2022 - Guild of English Majors (NUGEMS)
- Head of Committee for Board Members, 2022 - Guild of English Majors (NU-GEMS)

Responsible for organizing school events, charities, training programs, and a leadership development camp. Served as the main speaker at events and seminars. Developed monthly program flow charts for each event and facilitated monthly health and mental check-ups for members and board officials. Created posters, audio-visual presentations, and scripts for event speakers, ensuring continuity for 23-day events. Coordinated collaborations and meetings with potential clients and sponsors within and outside the campus.

2016 - 2020 - Senior High School
Fiat Lux Academe - Humanities and Social Science

- Senior High School Student Council - Humanities and Social Science Representative, Grade 12
- Junior High School Student Council - Head Secretary

Distributed agendas for meetings and maintained accurate records of all authorized minutes, agendas, and report materials. Actively participated in executive and council meetings, including debates and voting. Established an organized filing system for school and personal records. Managed communications with parents, sending out meeting reminders, agendas, and announcements via email. Prepared various council-related messages, including those of appreciation, sympathy, and inquiry, and took concise notes on council or executive committee decisions.

2024 - 2024
PROVA PHILIPPINES
(GENERAL VIRTUAL ASSISTANT TRAINEE)

As a General Virtual Assistant, I am dedicated to providing comprehensive support across various tasks and projects to help streamline operations and ensure efficiency. My role involves managing administrative duties such as email correspondence, calendar management, and scheduling appointments, ensuring seamless communication and organization. I also assist with data entry, research, and document preparation, contributing to the smooth running of day-to-day activities. Additionally, I handle customer service inquiries, social media management, and basic bookkeeping, adapting to the unique needs of each client. My goal is to deliver high-quality results with a focus on professionalism, reliability, and confidentiality, helping to drive success for the clients and teams I support.

2024 - 2024
TELUS INTERNATIONAL PHILIPPINES
(Senior Resolution Specialist, Real Estate Virtual Assistant, Travel Virtual Assistant, Data Entry, Social Media Manager)

Junior Resolution Specialist
- In my role as a Junior Resolution Specialist for Airbnb's Hotel and Travel Account, I was responsible for assisting customers with their inquiries, concerns, and challenges. My goal was to meet each customer's expectations while strictly adhering to the policies and guidelines established by our clients.
- I ensured that every complaint from dissatisfied customers regarding their bookings through our app was accurately addressed, providing thoughtful and strategic solutions to resolve their issues.

Senior Resolution Specialist
- As a Senior Resolution Specialist, I took on the responsibility of overseeing real-time investigations into customer reports. This role involved making critical decisions, including assuming responsibility for losses when it was determined that company error was at fault.
- My duties included addressing and resolving customer complaints and disputes, ensuring that both the customer and the company reached satisfactory outcomes.
- I carefully reviewed and analyzed supporting documents related to claims and disputes to determine the most effective resolution strategy.
- I led negotiations with clients to resolve complex violations and disputes, collaborating with various internal departments, such as shipping, billing, and technical support, to gather necessary information.
- I maintained comprehensive records of customer interactions, resolutions, and follow-up actions in our CRM system, ensuring transparency and accountability.
- I also developed and implemented strategies to reduce the recurrence of common complaints by analyzing patterns in customer issues.
- Additionally, I took on the role of training and mentoring new hires, sharing best practices for effective issue resolution.
- I ensured that all actions were in compliance with legal and regulatory requirements, including HIPAA and other relevant guidelines, and managed the resolution of legal or escalated issues requiring a deep understanding of laws, regulations, and company policies.

Accomplishments:
- During my time at TELUS International Philippines, working on the Airbnb account, I was promoted from Junior to Senior Resolution Specialist within just three months, a testament to my consistent performance and ability to meet the required metrics set by our clients.
- I was entrusted with training new resolution specialists, serving as a model for how to effectively navigate the complexities of our product.
- I was honored with an achievement award for being the top-performing employee of the month for several consecutive months, recognizing my dedication and contributions to the team.

2022 - 2023
Phirst Park Village
(Real Estate Virtual Assistant)

As a Real Estate Virtual Assistant (REVA), I am dedicated to providing vital support to real estate professionals, ensuring the seamless operation of their businesses. My responsibilities encompass a broad range of tasks, from managing emails, calendars, and essential documents to handling data entry and client communications. I assist in lead generation, follow-up, and act as a primary contact for clients, keeping them informed and engaged.

I also take charge of marketing efforts, including content creation, social media management, and listing updates, as well as coordinating transactions, managing contracts, and ensuring smooth property closings. My role extends to conducting market research, preparing property comparisons, and maintaining compliance with legal requirements. Additionally, I manage your CRM system, support client retention, and handle bookkeeping tasks such as invoicing, expense tracking, and financial reporting.

Furthermore, I coordinate virtual property tours, offer customer support, and ensure that all technology and tools are functioning optimally. My duties also include organizing events and managing personal tasks as needed. In essence, I provide comprehensive support that allows you to focus on strategic activities to grow your real estate business.

2022 - 2022
WNS GLOBAL SERVICES
(Customer Service Representative, Data Entry, Travel Virtual Assistant, Financial Support)

In my role as a Data Entry and Travel Virtual Assistant for Delta Airlines' Travel Account, I am primarily responsible for efficiently resolving client and customer issues. A significant aspect of my job involves scheduling important meetings with clients via email, ensuring clear and effective communication. Each day, I manage over 200 chat interactions, addressing a wide array of concerns while maintaining transparency and trust with customers. I also focus on meeting customer budget requirements and coordinating flight schedules, consistently delivering high-quality results.

Accomplishments:

I was the first to achieve a milestone in delivering exceptional service to clients and customers, earning positive feedback and high marks in a quality assessment from USA Delta Airlines.
I consistently provide top-tier service to Delta Airlines clients, customers, and passengers on a weekly basis.
I have contributed to fostering a collaborative and positive work environment, maintaining strong relationships, and consistently meeting high-performance standards.

2020 - 2022
TELEPERFORMANCE
(Medical Virtual Assistant)

As a Medical Virtual Assistant with experience in Health Chat Support and Customer Service for the Oscar Hospital Healthcare Account, I specialize in addressing the concerns and needs of patients, clients, and customers. My core responsibilities include scheduling patient appointments with the nearest available doctors and meticulously maintaining detailed records of their medical history. I also conduct research and collaborate with various departments to resolve patient concerns, acting as a vital liaison between patients and healthcare providers, including physicians, pharmacists, hospitals, and government entities. Furthermore, I communicate critical information regarding treatments, procedures, and medications to patients and their families, and assist with insurance-related inquiries. Throughout my role, I am committed to delivering exceptional service, maintaining professionalism, and staying composed even in challenging situations.

2016 - 2020
Global Media Arts (GMA) & Alto Broadcasting System & Chronicle Broadcasting Network (ABS-CBN)
(Freelance Artist, Model, Singer)

As a freelance artist with over four years of experience collaborating with GMA and ABS-CBN, I take full responsibility for delivering my roles with precision, demonstrating exceptional acting skills, a professional modeling presence, and refined vocal talents. These competencies are crucial to maintaining high performance standards and earning positive recognition from directors. To continuously enhance my skills, I participate in specialized workshops offered by Star Magic, Star Als Academy, Artista Talents, Grash Dance Studios, among others. Additionally, I actively seek opportunities to work with seasoned media directors and actors, and I showcase my talents by performing at live band gigs and small mall shows.

2015 - 2016
Customized Decals, Engraving and Stickers - TAW Enterprise (Top Art Works Decals)
(Social Media Manager)

As a Social Media Manager at TAW Advertising Printing Enterprise, my key responsibilities include managing our Facebook Group, where I address customer inquiries and concerns, ensuring a seamless communication flow. I also collaborate closely with graphic artists to fulfill customer orders for decal stickers, adapting designs to meet specific requests. Strategically, I manage our online presence by planning email marketing campaigns and leveraging Facebook groups to digitally promote our products and services, driving growth and customer satisfaction.

MY EXPERTISE

Real Estate Management

Address customer complaints and disputes, ensuring satisfactory outcomes for both the customer and the company.

Data Entry

Transferring information from paper documents, forms, or other sources into digital spreadsheets, databases or software.

Calendar Management

Instead of maintaining separate calendars (work, personal, etc.), consolidate everything into one master calendar.

Email Management

It involves scheduling important meetings with clients via email, ensuring clear and concise communication.

Social Media Management

Remember, finding the right tool depends on your specific needs and preferences.

Hotel & Travel Management

My role includes taking a profitable loss when proven it is the fault of the employee within the company.

PROOF OF STATEMENT

Author

Jhovanne Leonardo Alapar

"Michael has been nothing but greatness as an employee to TELUS International Philippines. His desire to always provide the best service to our customers is unmatched. Michael is one of our consistent highest performing employees and is cherish by our clients with Airbnb."

Author

Dexter Marcelo

"Your consistent dedication and outstanding work have a significant impact on our team. Thank you for always going above and beyond. Your reliability and dependability make you an invaluable asset to our team. We can always count on you to deliver exceptional results"


SAMPLE WORKS

Transforming concepts into vibrant realities through exceptional creativity

Let's work together !

I am available for freelance projects.
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Address :
Pasig City,
Philippines
Email :
jamesmichael.estrelladorocales@gmail.com


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