I am a Customer Service Associate expert with total 14 years of experience with Sales, eCommerce, Financial Services, Data Entry and Appointment settings.

I am deeply committed to my professional development and always strive to give my best effort every day I am at work. My motivation to work for this company stems from my eagerness to continuously expand my knowledge and experience. While I bring many years of experience to the table, I recognize that there is always something new to learn. I take pride in my work, approach each task with careful attention, and am dedicated to growing both professionally and personally through every opportunity.

Customer Service Agent:
1. Communication Skills – Clear and professional speaking, writing, and listening skills.
2. Empathy & Patience – Understanding customer emotions and handling frustrations calmly.
3. Problem-Solving – Quickly identifying issues and providing solutions.
4. Product Knowledge – Deep understanding of the company’s products/services.
5. Active Listening – Paying full attention to customers to address their concerns effectively.
6. Multitasking – Managing multiple customers, systems, or tasks simultaneously.
7. Conflict Resolution – Handling complaints and turning negative experiences into positive ones.
8. Adaptability – Adjusting to different customer personalities and situations.
9. CRM Software Proficiency – Using tools like Salesforce, Zendesk
10. Time Management – Handling calls, emails, and chats efficiently while staying productive.

Virtual Assistant Skills:
1. Administrative Skills – Managing emails, calendars, and scheduling appointments.
2. Tech-Savvy – Familiarity with tools like Google Workspace, Microsoft Office, and project management software.
3. Time Management – Prioritizing tasks and meeting deadlines without supervision.
4. Communication Skills – Writing professional emails, handling calls, and managing chats.
5. Data Entry & Organization – Keeping track of information in spreadsheets, databases, or CRM tools.
6. Social Media Management – Scheduling posts, engaging with followers, and tracking analytics.
7. Customer Support – Answering inquiries and resolving issues for clients or their customers.
8. Research Skills – Finding relevant information quickly and accurately.
9. Bookkeeping & Invoicing – Managing financial records, invoices, and payments.
10. Project Management – Using Trello to organize and track work progress.

Global Point Pacific, (Onsite) - Customer Service Representative
2007 - 2012
● Customer Service (Inbound/Outbound Calls, Email, Chat Support)
● Businesses from the US, Canada, UK, Australia, and Europe
Daily Tasks:
● Handling customer inquiries via phone, email, or chat
● Processing transactions and order management
● Troubleshooting technical issues
● Resolving customer complaints and disputes
Key Metrics (KPIs):
● First Call Resolution (FCR)
● Average Handling Time (AHT)
● Customer Satisfaction Score (CSAT)
● Quality Assurance (QA) Score
Tools / Software
○ Salesforce
○ Zendesk
○ Avaya

Eastvantage Business Solutions, (Onsite) - SME -PayPal Analyst - Data Entry
2013-2017
● Business Process Outsourcing (BPO) – Financial Services
● Specialized in Payment Processing & Fraud Prevention
● Offshore Clients: Large financial institutions, online payment gateways, e-commerce platforms
Daily Tasks:
1. Paypal Analyst
○ Monitor transactions for potential fraud or chargebacks
○ Investigate suspicious activities based on risk rules
○ Process disputes and claims
○ Ensure compliance with financial regulations
○ Assist customers in resolving payment-related issues
2. Data Entry Specialist
○ Input, verify, and manage financial records
○ Update customer information and transaction details
○ Maintain accuracy and efficiency in financial reports
○ Generate reports for internal and external stakeholders
Metrics/KPIs:
● Accuracy Rate: 98%+ in data entry and transaction processing
● Transaction Review Speed: Process at least 50 transactions per hour
● Fraud Detection Rate: Reduce chargebacks and unauthorized
transactions by 90%
● Customer Resolution Time: Resolve disputes within 24-48 hours
● Compliance Rate: 100% adherence to financial security protocols
Tools/CRMs Used:
● Financial & Payment Processing: PayPal, Stripe, Skrill, Square
● CRM & Customer Support: Salesforce & Zendesk
● Data Entry & Management: Microsoft Excel, Google Sheets, SAP, Oracle
● Communication & Collaboration: Skype & Zoom.

Guanco Development Corporation, (Onsite) - Project In Charge & Account Executive
2017-2019
● The company operates in the construction industry, specializing in residential, commercial, and infrastructure projects. It provides services
such as project management, design and build, general contracting, and construction material supply.
● Local Clients: Real estate developers, government agencies, businesses, and individual homeowners seeking construction services
within the country.
● Offshore Clients: International investors, expatriates, or foreign companies outsourcing construction projects or material procurement.

As a Project In-Charge:
Daily Tasks:
● Oversee on-site operations, ensuring project timelines and safety regulations are met.
● Coordinate with engineers, subcontractors, and suppliers to ensure material availability and smooth workflow.
● Conduct site inspections, quality control checks, and risk assessments.
● Prepare daily progress reports and address issues affecting project execution.
● Ensure compliance with local building codes and permit requirements.
Objectives & KPIs:
● Project completion rate – Ensure projects meet deadlines with
minimal delays.
● Quality control metrics – Maintain high standards in construction quality and safety.
● Budget adherence – Keep costs within approved estimates.
● Workforce efficiency – Optimize manpower allocation and productivity.

As an Account Executive:
Daily Tasks:
● Manage client relationships, addressing their project needs and concerns.
● Prepare and present project proposals, quotations, and contracts.
● Collaborate with internal teams (engineering, procurement, finance) to ensure project alignment.
● Track project progress and update clients regularly.
● Generate sales leads and negotiate contracts to secure new projects.
Objectives:
● Sales revenue targets – Meet or exceed monthly/quarterly sales goals.
● Contract conversion rate – Successfully close deals from initial inquiries.
● Retention rate – Maintain long-term relationships with existing clients.

Sutherland Business Solutions Inc., (Onsite) - Customer Service Representative
2019-2019
● Customer Service (Inbound/Outbound Calls)
● Ecommerce Businesses from the US, Canada, UK, Australia, and Europe
Daily Tasks:
● Handling customer inquiries via phone
● Processing transactions and order management
● Troubleshooting technical issues
Key Metrics (KPIs):
● First Call Resolution (FCR)
● Average Handling Time (AHT)
● Customer Satisfaction Score (CSAT)
● Quality Assurance (QA) Score
Tools / Software
○ Avaya

Concentrix/Convergys Philippines, (Onsite) - Customer Service Representative
2019-2022
● Customer Service (Inbound/Outbound Call)
● Businesses from the US, Canada, UK, Australia, and Europe
Daily Tasks:
● Handling customer inquiries via phone
● Processing transactions and order management
● Troubleshooting technical issues
Key Metrics (KPIs):
● First Call Resolution (FCR)
● Average Handling Time (AHT)
● Customer Satisfaction Score (CSAT)
● Quality Assurance (QA) Score
Tools / Software
○ Salesforce
○ Avaya

TTEC Philippines INC, (Onsite) - Customer Service Representative
2022-2024
● Industry: Business Process Outsourcing (BPO) – Food Delivery Services
● Account Type: Customer Support, Order Management, and Logistics Coordination
● Offshore Clients: U.S., Canada, Europe, Australia, and other international markets
Daily Tasks
○ Handle inbound and outbound calls, chat, and emails
○ Assist customers with order placement, modifications, and cancellations
○ Resolve complaints (missing items, wrong orders, late deliveries)
○ Track orders in real-time and update customers on status
○ Communicate with restaurants and delivery partners for order fulfillment
○ Monitor escalations and ensure timely resolutions
○ Assist riders/drivers with navigation and order pickup/drop-off issues
○ Process delivery delays, reroutes, and payment concerns
Key Metrics / KPIs
● First Call Resolution (FCR) – % of issues resolved on the first contact
● Average Handling Time (AHT) – Time spent per interaction
● Customer Satisfaction Score (CSAT) – Customer ratings and feedback
● Quality Assurance (QA) Score
Tools / CRMs Used
● Customer Support & Ticketing Systems:
○ Salesforce & Avaya
● Order Management Systems:
○ DoorDash

ProVA & MathHelp FREELANCE - Virtual Assistant
2024 - present
○ E-commerce, fashion, online tutoring, real estate, etc.
○ Local and/or offshore clients (small businesses, entrepreneurs, corporations).
● Scope of Work:
○ Managing social media accounts (Facebook, Instagram, LinkedIn, Twitter, TikTok).
○ Creating and scheduling content.
○ Engaging with followers and responding to comments/messages.
○ Running social media ad campaigns.
○ Analyzing performance metrics (engagement, reach, conversions).
○ Reporting insights and strategy adjustments.
● Tools/CRMs Used:
○ Meta Business Suite, Google Analytics
○ Canva, Adobe Photoshop, CapCut
○ Trello, Notion (for project management)

Freelance Website Developer
● Type of Account/Nature of Industry:
○ E-commerce, corporate websites, personal portfolios, blogs
○ Local and offshore clients (businesses, entrepreneurs, agencies).
● Scope of Work:
○ Designing and developing websites using Wix, Shopify, or custom coding.
○ Ensuring website responsiveness and optimization.
○ Integrating plugins, APIs, and payment gateways.
○ SEO optimization and performance tracking.
● Tools/CRMs Used:
○ Shopify, Webflow, Wix.
○ HTML, CSS
○ Google Search Console, Google Analytics, SEMrush.
○ Figma, Adobe XD (for design).