2018
STEM
Pasig City Science High School
Your favorite all-rounder at your service
I am a dynamic team manager with over 3 years of experience in high-level operations involving global businesses, specializing in customer support, training & development, and team management in fast-paced environments. Known for exceptional organizational skills, proactive problem-solving, and managing multiple priorities with accuracy and professionalism. I pride myself in my versatility, adaptability, and courage to step out of my comfort zone which are all evident in my career advancement and projects as a freelancer. Seeking to leverage my expertise and experiences as an aspiring virtual assistant.
My Skills and Competencies
Social Media Management
Graphic Designer
Data Entry
Content Creator
Certificates
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My Experience and Education
2024
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2025
Sutherland Global Services, Shaw (Music Streaming)
(Lead – Account Management)
Rapidly mastered Tier 1 and Tier 2 legal processes involving copyright infringement claims in order to effectively support and lead a diverse team of tenured and new advisors
Drove and increased the team’s monthly performance in quality compliance, productivity, and shrinkage by implementing daily data audits, performance tracking, and weekly calibrations
Coached team members through structured 1:1 sessions and group development plans, resulting in four internal promotions (Training Facilitator, Real-Time Analysts, Quality Analyst)
Partnered with global clients and cross-departmental teams via Slack and Outlook to resolve escalations and align on process enhancements
Spearheaded internal projects that boosted productivity, improved overtime engagement by 15%, and reduced critical fails by 30%
2024
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2024
Sutherland Global Services, Shaw (Music Streaming)
(Virtual Team Manager)
Conducted weekly performance reviews and coaching sessions by discussing highlights and opportunities of Creator Support Tier 1 new hires for 2 weeks once graduated from nesting
Served as Overseeing Trainer for the inaugural Content Protection Tier 1 batch (11 on-site hires), facilitating end-to-end training and achieving 100% completion rate – Sutherland Certified Learning Professional
Supervised 16–23 advisors and implemented performance improvement plans across remote and on-site teams that cleared backlogs, reduced markdowns, and boosted outlier performance by 25%
2023
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2024
Sutherland Global Services, Shaw (Music Streaming)
(Artist Services Tier I)
Delivered top-tier email support averaging 80+ tickets daily with a <3:30 min. AHT, ranking among the top performers for accuracy, speed, and consistent 100% quality scores
Served as Subject Matter Expert (SME) during training cycles, ensuring smooth onboarding, high adoption of new workflows, and satisfaction across artist service inquiries
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.
Content Creator
Promote companies' products and services by developing copy for websites, social media, marketing materials.