Hi there PARTNER! This is James Michael

Your Lifetime Investment Virtual Assistant

A versatile professional with extensive experience spanning E-commerce support, financial advising, virtual assistance, property management, and creative media. I excel in streamlining operations, resolving complex issues, and optimizing business processes.

I provided Shopify support and financial guidance, enabling merchants to efficiently set up, troubleshoot, and grow their operations. While at Airbnb, I advanced from Junior to Senior Resolution Specialist for high-profile accounts. In addition to handling real-time customer issues and training peers. As a Property Manager, I managed property listings across Airbnb, Booking.com, and other booking platforms, ensuring optimal occupancy and guest satisfaction.

My roles as a Real Estate Virtual Assistant at Phirst Park Village and as a Travel and Medical Virtual Assistant honed my skills in communication, digital coordination, and data management. I have also advanced my creative and digital marketing capabilities through freelance work with leading media networks and by serving as a Social Media Manager.

Furthermore, my experience as a Supply Chain Operations Specialist and Shopify Store Manager has deepened my expertise in optimizing operational workflows and enhancing the customer experience. With an associate degree in English Language Literature Studies and proven leadership experience, I blend technical proficiency with creative problem-solving to consistently deliver excellent results.

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.

2025 - 2025
GT ECOM
(SHOPIFY STORE MANAGER | SUPPLY CHAIN OPERATIONS SPECIALIST | ORDER FULFILLMENT SPECIALIST)

Results-driven Shopify Store Manager with a proven ability to optimize online retail operations, enhance customer experiences, and drive revenue growth. Adept at end-to-end supply chain management, ensuring seamless inventory control, vendor coordination, and cost-efficient procurement strategies. Expert in order fulfillment, managing logistics, shipping, and return processes with precision to maximize efficiency and customer satisfaction. Skilled in data-driven decision-making, automation, and workflow optimization to enhance business scalability. Passionate about developing innovative solutions that streamline e-commerce operations, reduce costs, and improve overall store performance. Dedicated to ensuring smooth operations across all touchpoints, from inventory sourcing to final delivery.

KEY RESPONSIBILITIES

SHOPIFY STORE MANAGER
Experienced in managing end-to-end operations of an e-commerce store using Shopify. Skilled in product listing, website customization, and daily store maintenance. Proficient in using Shopify Admin Dashboard to manage inventory, orders, customer inquiries, discount codes, and analytics. Adept at integrating third-party apps such as Oberlo, DSers, Klaviyo, and Printful to enhance store functionality and customer experience.
Responsibilities include optimizing product pages for SEO, creating promotional campaigns, handling abandoned cart recovery, processing orders and returns, and monitoring sales performance.
Knowledgeable in basic Shopify Liquid for theme editing and payment gateway integration (Shopify Payments, PayPal, Stripe). Experienced in running email marketing campaigns, managing customer service, and syncing store with social media platforms.
Key Skills: Shopify Admin, E-commerce Strategy, Product Listing, Order Management, Email Marketing (Mailchimp/Klaviyo), Customer Support, Basic HTML/CSS, Canva, Photoshop, Analytics

SUPPLY CHAIN OPERATION SPECIALIST
Proficient in managing supply chain processes to ensure timely product availability, cost efficiency, and inventory accuracy. Experienced in coordinating with suppliers, manufacturers, and logistics partners to forecast demand, place purchase orders, track shipments, and manage lead times. Skilled in analyzing supply chain data and improving processes to reduce delays and costs.
Responsibilities include maintaining accurate inventory records, setting reorder points, managing vendor relationships, and using inventory and ERP software such as NetSuite, ShipBob, or Zoho Inventory. Familiar with global logistics practices including freight forwarding, customs regulations, and international shipping.
Key Skills: Inventory Management, Demand Forecasting, Logistics Coordination, ERP Systems, Supplier Communication, Process Optimization, Data Analysis (Excel), Purchase Order Management, Supply Chain KPIs

ORDER FULFILLMENT SPECIALIST
Experienced in handling the complete order fulfillment process, from order receipt to final delivery. Skilled in using Shopify and fulfillment platforms such as ShipStation, Easyship, or Deliverr to manage order tracking, shipping label creation, and customer updates. Ensures timely, accurate, and efficient order processing, packaging, and dispatching.
Responsibilities include checking inventory availability, coordinating with warehouse staff or 3PL providers, resolving shipping issues, managing returns and exchanges, and updating order status. Focused on providing a seamless customer experience and minimizing fulfillment errors.
Key Skills: Order Processing, Shipping Coordination, Shopify Order Management, 3PL Communication, Return Handling, Customer Support, Shipping Platforms, Inventory Syncing Tools, Attention to Detail

2023 - 2025
SHOPIFY
(SHOPIFY SUPPORT AMBASSADOR | TECHNICAL SUPPORT ADVISOR | FINANCIAL SUPPORT ADVISOR)

As a Shopify Support Advisor, we are the forefront of Shopify itself. We cater and handle merchants to build their own store and assist them with their internal issue, in terms of payouts, billing, web development, store products and their own store. As a dedicated Shopify Support Advisor, provided expert assistance to merchants, guiding them through platform setup, feature usage, and troubleshooting to ensure a seamless e-commerce experience.
Leveraged strong communication skills to deliver clear and empathetic support, managing diverse customer inquiries via chat, email, and phone. Utilized in-depth product knowledge to resolve technical issues, optimize store performance, and support merchant growth. Played a key role in customer satisfaction by proactively identifying and addressing concerns, ultimately contributing to Shopify’s reputation for excellent service.

Assisted merchants with account setup, customization, and maintenance, improving store efficiency and user experience.
Troubleshot technical issues related to integrations, themes, and apps, ensuring timely resolution and minimal disruption to business operations.
Educated customers on best practices for e-commerce success, focusing on conversion optimization, customer retention, and feature utilization.
Documented and escalated complex cases, collaborating with internal teams to enhance support processes.
Exceeded customer satisfaction targets through proactive communication and problem-solving, enhancing overall service quality.
Detail-oriented Shopify Financial Advisor with expertise in providing financial guidance and support to Shopify merchants. Skilled in analyzing financial data, advising on revenue optimization, and helping businesses manage their finances effectively on the Shopify platform. Experienced in supporting merchants through a range of financial processes, from payment processing and tax compliance to revenue forecasting and budgeting. Known for clear communication, a solutions-focused approach, and a commitment to helping businesses grow profitably.
Guided merchants in financial planning and analysis, helping them optimize revenue streams and manage operating costs effectively.
Advised on payment processing options, tax obligations, and compliance issues to ensure accurate and compliant financial operations.
Analyzed merchant financial data to provide insights on pricing, budgeting, and revenue forecasting, aligning with business growth goals.
Collaborated with internal teams to provide financial insights, improve support processes, and advocate for merchant needs in platform developments.
Skilled in using financial tools, reporting dashboards, and analytics within the Shopify platform to provide data-driven guidance.
KEY RESPONSIBILITIES

2021 - 2023
AIRBNB
(SENIOR RESOLUTION SPECIALIST | PROPERTY MANAGEMENT | STL - LTL MANAGEMENT)

Junior Resolution Specialist - Senior Resolution Specialist

As a Junior Resolution Specialist for Airbnb Hotel and Travel Account. The responsibilities that I have to fulfill are to assist each individual customers with their inquiries, concerns and difficulties.
Meeting the desired outcomes of each customer is a must although with strict adherence to the policies and regulations set by our direct clients.
Accurately responding to the reports made by the unsatisfied customers with their booking through
our app and delivering strategically resolutions to each of their concerns.

KEY RESPONSIBILITIES

My role involves delegate investigation to the reports that were made in real time. The responsibilities of this role include taking a profitable-loss when proven it is the fault of the employee within the company.
Investigate and Resolve Complaints: Address customer complaints and disputes, ensuring satisfactory outcomes for both the customer and the company.
Analyze Supporting Documents: Review and analyze documents related to claims and disputes to determine the best course of action.
Conduct Negotiations: Administer negotiations and discussions with clients to resolve high-level violations and disputes.
Liaise with Internal Departments: Work with various departments (e.g., shipping, billing, technical support) to gather necessary information for resolving issues.
Document Interactions: Maintain detailed records of customer interactions, resolutions, and follow-up actions in the company’s CRM system.
Develop Strategies: Create and implement strategies to reduce the frequency of common complaints by analyzing patterns in customer issues.
Train and Mentor: Train new hires in best practices for effective issue resolution.
Ensure Compliance: Ensure all actions comply with legal and regulatory requirements, including HIPAA and other relevant guidelines.
Handle Escalated Issues: Manage the resolution of legal or escalated issues that require a detailed understanding of laws, regulations, and company policies.
Within the past 6-months in the company, I was promoted within 3-months of working for TELUS INTERNATIONAL PHILIPPINES in Airbnb (Airbed and Breakfast). I was promoted from a junior resolution specialist to a senior resolution specialist within 3-months due to my consistent excellent performance that are always passing the required metrics set by our clients.
I was given the privilege of training new resolution specialist employees as being an example of how the product works.
I was given an achievement award for the consecutive top-performer employee of the month within the past 6-months of working with Airbnb.

2020 - 2021
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.

2019 - 2020
DELTA AIRLINES
(TRAVEL VIRTUAL ASSISTANT | CUSTOMER SERVICE REPRESENTATIVE | DATA ENTRY)

As a Data Entry and Travel Virtual Assistant for Delta Airlines' Travel Account, my primary responsibility is to assist clients and customers by resolving their issues and concerns efficiently. A key part of my role involves scheduling important meetings with clients via email, ensuring seamless communication. On a daily basis, I manage over 200 chats, addressing a wide range of problems while maintaining transparency with customers. I also prioritize meeting customer budgeting requirements and coordinating flight schedules, all while delivering high-quality results.

Accomplishments:

- Achieved a milestone as the first to successfully deliver high-quality service to clients and customers, receiving positive feedback and satisfactory results in a quality assessment from USA Delta Airlines.
- Consistently provided top-tier services to Delta Airlines clients, customers, and passengers on a weekly basis.
- Fostered collaboration and contributed to a positive work environment, maintaining strong relationships while consistently meeting high-performance standards.

2017 - 2019
OSCAR HOSPTAL
(MEDICAL VIRTUAL ASSISTANT)

With extensive experience as a Medical Virtual Assistant, particularly in Health Chat Support and Customer Service for the Oscar Hospital Healthcare Account, I have developed a deep understanding of providing exceptional virtual healthcare support. My primary responsibility is to assist patients, clients, and customers by addressing their concerns with professionalism and empathy. This includes scheduling patient appointments with the nearest available healthcare providers, ensuring the accuracy and confidentiality of their medical records, and facilitating seamless communication between patients and healthcare professionals.

A significant part of my role involves acting as a liaison between patients and various healthcare providers—such as physicians, pharmacists, hospitals, and government entities—ensuring that patients receive timely assistance and appropriate care. I collaborate with multiple departments to conduct thorough research and resolve patient concerns efficiently. Additionally, I am responsible for conveying critical information about treatments, procedures, and medications to patients and their families, offering clear explanations and guidance to ensure they feel well-informed and supported.

Insurance-related inquiries are another key aspect of my role. I provide clarification on coverage, claims, and benefits, assisting patients in navigating the often-complex insurance processes. Maintaining a professional and composed demeanor is essential, especially during high-pressure situations. I am committed to delivering personalized and empathetic care while ensuring patient satisfaction remains a top priority.

As a Medical Virtual Assistant, my goal is to enhance the patient experience by combining my knowledge of healthcare practices with strong communication skills and a proactive approach to problem-solving. My ability to adapt quickly to various situations has allowed me to foster trust and build meaningful connections with patients and healthcare providers alike.

2016 - 2020
GLOBAL MEDIA ARTS (GMA) & ALTO BROADCASTING SYSTEM & CHRONICLE BROADCASTING NETWORK (ABS-CBN)
(FREELANCE ARTIST | MODEL | SINGER | DANCER)

As a highly driven and passionate freelance artist with over four years of professional experience, I have had the privilege of collaborating with two of the Philippines' leading networks, GMA and ABS-CBN. Throughout my career, I have taken on diverse roles in acting, modeling, and singing, ensuring that each performance meets the highest standards of excellence and artistry. My dedication to delivering authentic and compelling performances has earned me consistent recognition and commendation from directors and collaborators in the industry.

My acting experience encompasses a range of projects, from television dramas and commercials to live performances. I possess strong improvisation skills, a deep understanding of character development, and the ability to connect with diverse audiences. As a professional model, I am well-versed in runway, print, and commercial modeling, bringing versatility, confidence, and an adaptable presence to each project. In addition, I have nurtured my vocal talents by performing as a singer at live band gigs, small mall shows, and private events, showcasing a repertoire that spans various genres.

To ensure I continuously grow and refine my craft, I actively participate in specialized training and workshops provided by renowned institutions such as Star Magic, Star A’s Academy, Artista Talents, and Grash Dance Studios. These programs help me expand my creative range and remain up-to-date with evolving trends in the entertainment industry. Furthermore, I seek mentorship and collaboration opportunities with established media directors, seasoned actors, and industry professionals to gain valuable insights and experiences.

I am deeply committed to enhancing my artistic capabilities while contributing to high-quality productions that leave a lasting impact on audiences. My journey as a freelance artist is driven by passion, discipline, and an unwavering desire to inspire others through my creative expression.

2015 - 2016
TOP ART WORKS DECALS - TAW ENTERPRISE
(SOCIAL MEDIA MANAGER)

Customer Engagement & Community Management – Oversaw the Facebook Group, actively responding to customer inquiries and concerns to maintain smooth communication and enhance user experience.

Creative Collaboration & Order Fulfillment – Worked closely with graphic artists to customize and deliver decal sticker designs, ensuring client requests were met with precision and creativity.

Strategic Digital Marketing – Developed and executed email marketing campaigns while utilizing Facebook groups to effectively promote products and services, boosting brand visibility.

Brand Growth & Customer Satisfaction – Implemented online engagement strategies that foster customer loyalty, drive sales, and strengthen the company’s digital presence.

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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