N/A
Bachelor of Science in Civil Engineering
N/A
Joy Duhapa, Professional Virtual Assistant
With more than a decade of professional experience, I have a strong background in sales, franchise and events coordination, customer service, and administrative support. I excel in time management, possess high emotional intelligence, and am reliable. I am committed to fostering a productive and collaborative work environment while motivating my colleagues to excel.
As a Virtual Assistant, I combine creativity with attention to detail, ensuring high-quality results. Recognized with multiple accolades for outstanding performance, I have a proven track record of exceeding expectations and continuously seek opportunities for growth and improvement. I am a quick learner who values teamwork and knowledge-sharing to enhance collective success.
I pursued a Bachelor of Science in Civil Engineering and consistently excelled academically. Outside of work, I enjoy reading, traveling, and engaging with diverse individuals to learn their stories. Self-driven and goal-oriented, I am dedicated to achieving excellence in every endeavor.
My Skills and Competencies
Social Media Management
Data Entry
Organization Skills
Attention to details
Franchise Coordination
Business Development Support
Project Management
Customer Service
Sales
Events Coordination
Calendar Management
Time Management
Reliability
Communication Skills (Written and Verbal)
Certificates
×
![]()
My Experience and Education
September 4, 2023
-
Current
Growth Provision
(Sales Management Assistant)
• LinkedIn Outreach & Engagement: Support sales executives in following up with target leads on LinkedIn to drive engagement and conversions.
• Inbox Management: Oversee multiple LinkedIn inboxes using WeConnect, ensuring timely and professional communication.
• Community Engagement: Manage LinkedIn interactions across multiple accounts, fostering meaningful connections and brand presence.
• Marketing Proposal Creation: Develop customized marketing proposals using Qwilr for the sales team to present to clients, showcasing our marketing services and solutions.
• Lead List Optimization: Cleanse and refine lead lists to ensure alignment with target audience criteria.
• Email Management: Organize and manage email communications to maintain efficiency and responsiveness.
• Campaign Management: Oversee LinkedIn campaigns for existing clients, ensuring effective engagement and outreach. Monitor important messages and responses, notifying clients of key interactions, follow-ups, and potential leads to maximize opportunities.
November 7, 2022
-
June 28, 2024
Mad Mex
(Franchise Coordinator)
• Manage leads and maintain data accuracy using Zoho CRM.
• Conduct preliminary phone interviews with potential franchisees.
• Guide potential franchisees through the onboarding process.
• Oversee calendar management to prevent scheduling conflicts for key stakeholders, including the Sales Manager, General Manager, COO, CEO, and Marketing team.
• Coordinate with stakeholders to ensure a seamless onboarding experience for franchise candidates.
• Organize and maintain franchise-related files, ensuring they are up to date and easily accessible.
• Submit background checks for candidates via Fit2Work.
• Prepare and distribute weekly franchising reports to leadership.
• Compile and submit the Monthly Board Pack report.
• Advertise new franchise sites on company websites and other platforms such as Seek.
• Update and maintain available site listings.
• Extract monthly profit and loss (P&L) statements.
• Provide administrative support to the Sales Franchise Manager.
• Perform other administrative tasks as needed.
October 2021
-
August 2022
The Fun Empire
(Sales Executive and Events Coordinator)
• Client Servicing and Client Accounts Management (Zoho)
• Answer phone calls, chats and emails (Tidio, Wati, VOIP, Gmail)
• Planning of events, liaising and coordinating with internal operations team and external vendors
• Providing quote and invoice using Xero and Quoter
• Events facilitation and client interactions
• Meeting with clients via Zoom and discussing event proposal
• Processing orders via shopify
• Advertising (Sales)
• Mystery Shopping: researching competitors, acting as customers to know their pricing and services. Collating and entering the data in Google drive folder and spreadsheets
• Calendar management using google calendar
• Data entry using MS Excel and Google spreadsheets
• Handling escalations and customer complaints
• Assisting new hires with questions about products and services via google meets or google chat
• Using clickup for important tasks with deadlines like refunds for security deposits and door pins for venue rentals
• Short term venue rental management and sales
• Meet and exceed compliance and sales targets
• Other admin tasks
August 2019
-
July 2021
American Express
(Customer Service Representative)
• Deliver world-class customer service, while responding to Customer inquiries and concerns via multiple channels (calls, chat, emails)
• Build meaningful relationships with Customers through a consultative approach, understanding their current and future needs, providing first contact resolution and negotiating a positive outcome for the Customer and American Express
• Sending emails to back office as part of the resolution
• Handling escalation calls
• Resolving card members' inquiry within 3-6 minutes
• Enhance our customers’ experience by identifying opportunities to offer products based on our Cardmembers’ needs
• Navigate computer systems and applications to service our Customers, and enable them to get the most from our online and mobile platforms
• Document necessary information, such as payment details, Customers change of details, change of address and travel notifications
• Meet and exceed quality goals, compliance regulations and productivity targets
March 2017
-
May 2019
Capital One
(Customer Service Representative)
• Increase credit card customers
• Engage and educate customers on product usage
• Assist customers in understanding their bill, processing transactions and making payments
• Processing payment over the phone
• Monitoring accounts for fraudulent activity and liaising between customers and compliance department to resolve issues
• Maintaining customer profiles and ensuring proper documentation is provided and obtained
• Assisting card members with their online account so they can check their account anytime, anywhere (Digital Walkthrough)
• Helping card members in need by setting up a payment plan
• Ensuring compliance with all state and federal regulations regarding to consumer confidentiality
• Handling complaints in a timely manner
• Meet and exceed quality goals, and productivity targets
• Facilitate the monthly team productivity report to managers
May 2015
-
March 2017
Genpact
(Collection Specialist)
• Doing outbound calls to reach customers who are past due
• Processing payment over the phone via western union website
• Creating payment plan for customers who are having financial difficulties
• Educating customers how paying on time affects their credit rating
• Keeping accurate records and reporting on collection activity
• Resolve billing and customer credit issues
• Update account status records and collection efforts
• Report on collection activity and accounts receivable status
• Investigate historical data for each debt or bill
• Ensuring compliance with all state and federal regulations regarding to consumer confidentiality
My Services
Customer Support
Delivering world-class customer service.
Events Coordination
Responsible for planning, organizing, and executing events for both personal and corporate clients.
Franchise Coordination
Managing the end-to-end franchise onboarding process and supporting franchisees through setup and launch.
Business Development Support
Your right-hand in identifying and qualifying leads, conducting market research, and maintaining CRM pipelines.
Social Media Management
Analyzing engagement data, identifying trends in customer interaction and planning digital campaigns to build community.
Sales Executive
Responsible for driving sales and achieving targets by identifying and pursuing new business opportunities.
Testimonials
Therese Frangie (CEO)
Joy brought real spark and personality to franchise sales and was a brilliant reflection of our brand. As a fantastic first point of contact, she played a key role in helping us grow the Mad Mex brand!
Jesselee Santiagodo (Team Leader)
I had the pleasure of working with Joy as her direct supervisor for 2 years. Looking back on those years brings back memories of working with a fine young woman who was just starting to discover her true potential. It was an honor to be a part of her formative years, career-wise.
Her outspoken demeanor is her key in owning her growth. She is respectful to her colleagues and has shown self-discipline time and again. She is committed to do her job well and does what she can to exceed expectations. She knows what she needs, and demands what is due her. She is generous in sharing her time and her creative talents to ensure that the team is well-represented.
Joy is a bright person, and she works her way up fairly, pouring her heart in everything she does.
Joy is such a joy to work with.
Victoria Head (Franchising Manager)
Joy was my right-hand in this role! She is a diligent, reliable, fast-learner who is also a pleasure to work with. She was willing to help with any project for not only myself but the rest of the team, and always did this with a smile on her face. Her task & project management skills are exceptional, as are her process documentation skills. She always went above and beyond in everything that was asked of her.
I absolutely recommend Joy for any role, and just wish I could hire her again!
American Express Cardholder
Joy was an absolute delight to deal with. From the start she was understanding and caring and very knowledgeable.
American Express Cardholder
Many thanks Joy for your professionalism, and more so, very efficient and pleasant handling of my problem. It is people like you who have kept me a committed customer for over 30 years.
American Express Cardholder
Joy has been the most helpful and nice consultant I've spoken to at AMEX. As it was the weekend, the teams that would normally assist weren't available, however Joy did her best to assist and was able to answer all my queries. Thank you.
American Express Cardholder
Joy was exceptionally well.. I called to cancel my membership of my platinum card. She listened and offered me solutions which was great so I have to say yes to her. She has gone above and beyond. She deserves rewards so please ensure that she get rewarded. Thanks.
-Soni
American Express Cardholder
Joy was very helpful and made sure I was happy with what she advised. Very good customer service.
American Express Cardholder
Joy confirmed the issue we reported is being handled and monitored and explained how. She organised promptly the replacement card and ensured the old one is cancelled. Acknowledged and thank us for being a long time Amex customer and expressed further support if required and sent us an email info relevant to our phone call about an online scam. She was polite, pleasant and reassuring as we were very overwhelmed at the time so it have us peace of mind. Thanks Joy, well done!
American Express Cardholder
Thank you so much Joy for sorting out the issue with my card yesterday!! You were very knowledgeable and worked very quickly to fix my situation. I am very appreciative for your help and understanding!!
Ryan Ho (Business Owner)
Joy has been a great asset to the team during her time with us and would highly recommend her to any organization. She is organized, efficient, learns fast and most importantly has great integrity.
Michelle (Senior Sales Executive)
She is very good at what she does and is able to set deadlines for herself. She is able to prioritise what needs to be done in the day to be able to end work on time. Also when you give her new tasks to do, she is able to complete them independently.
Julia (Sales Manager)
Joy has help on multiple times with decision making based on her past experience and her keen understanding of company perspectives.
Joy’s forte is handling difficult clients. She will step up when any of her events have any issues or post event feedback, instead of leaving it to the seniors to handle for her.
She is able to answer questions that the new hires raise in the chats. When she is tasked with a new assignment, she is able to complete it. If she has any questions, she is not afraid to ask them.