2025
Bachelor of Science in Business Administration Major in Banking
Our Lady of Fatima University
More Info About Me
Hi! I’m Tricia Couline F. Peñaflor, an aspiring General Virtual Assistant with a solid background in customer service and team coaching. I recently earned my Bachelor’s degree in Business Administration, major in Banking, from Our Lady of Fatima University (Class of 2025).
With over 4 years of experience in the BPO industry, I've developed excellent communication, problem-solving, and leadership skills. I started as a Customer Service Representative and progressed to Associate Coach roles in both Technical Support and Messaging Accounts. These roles allowed me to support teams, coach agents, resolve customer issues efficiently, and contribute to consistent performance improvements.
My experience handling customer inquiries, managing teams, working under pressure, and staying organized has provided a strong foundation for virtual assistant work.
I’m eager to take on new challenges in the online space, learn new tools, and help clients stay productive and organized with the same professionalism and dedication I’ve brought to every role so far.
My Skills and Competencies
Social Media Management
Graphic Designer
Data Entry
Content Creator
Certificates
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My Experience and Education
2025
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2025
Alorica
(T-Mobile Associated Coach in Messaging Account)
As an Associate Coach for the T-Mobile Messaging Account, I supported frontline agents in delivering outstanding customer service through real-time messaging. My role focused on improving performance, maintaining quality standards, and helping agents grow through regular coaching and feedback. I also worked closely with team leaders and operations managers to develop and implement performance improvement strategies.
2024
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2025
Alorica
(T-Mobile Associated Coach in Technical Support)
As an Associate Coach in Technical Support, I provided leadership and hands- on support to front-line agents, helping them deliver consistent, high-quality service. My role involved coaching and guiding the team to meet and exceed key performance targets, including resolution time, customer satisfaction, and compliance with support protocols. I also regularly analyzed team metrics to identify performance gaps and implemented practical solutions to drive improvement.
2021
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2024
Alorica
(T-Mobile Account Customer Representative)
As an Account Customer Representative at Alorica Cubao, I helped customers by answering billing questions, resolving product or service concerns, and ensuring they had a smooth and positive experience. My goal was to deliver excellent support while building customer trust and maintaining client satisfaction and loyalty.
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.