Profile Title

General VA| Admin Support | Social Media Admin Support

In Negros Oriental, Philippines

About Me

I bring a wealth of experience, having spent 6 years in the BPO industry, primarily as a Quality Assurance Analyst across various sectors, including sales, customer service, and airline operations. In these roles, I honed my skills in cold calling, lead generation, appointment setting, and customer communication, while also ensuring top-notch service quality.

 

In addition to my BPO experience, I have nearly 3 years of experience as a virtual assistant, where I have supported different campaigns. My responsibilities have included text and email support, social media administration, and managing day-to-day operations for a US-based e-commerce business. This blend of skills equips me to efficiently manage a wide range of virtual assistant tasks.

 

 

WORK EXPERIENCE

SOCIAL MEDIA SUPPORT SPECIALIST AND CONTENT AGGREGATOR

EFA | March 2022 - June 2024

  • Monitors FB groups’ posts and members' requests
  • Respond to direct messages and filter comments on Meta Business Suite.
  • Monitor the Discord server and respond to inquiries.
  • Manage Discord member requests and verification.
  • Attend and assist in the Orientation Call Attend and assist in the Webinar
  • Content Aggregation

 

ADMIN SUPPORT FOR E-COMMERCE BUSINESS

QUELL | March 2024 - May 2024

  • Responds to customers’ concerns through email Checks order status and modifies shipping
  • information
  • Escalates technical issues to the appropriate department

 

PLAYER SUPPORT

PTW | July 2022 - April 2024 Responds to email

  • Restores compromised accounts Troubleshoots technical issues

 

ADMIN ASSISTANT (EMAIL & TEXT SUPPORT)

Ecom Family Academy | March 2022- Feb 2024

  • Respond to customer inquiries and provide support through various channels including email, SMS, social media, and phone. Address customer issues promptly and escalate them to the appropriate department when necessary.
  • Monitors FB group member requests
  • Perform general administrative duties such as scheduling meetings, managing calendars, and handling correspondence.
  • Maintain and update customer databases in Kajabi and other platforms. Ensure data accuracy and integrity.

 

QUALITY ASSURANCE ANALYST

iQor | JUL 2017 - 2023

  • Develops Quality Standards: Establish and maintain quality standards and procedures for call handling, email responses, and customerinteractions.
  • Conducts Root Cause Analysis: Identify root causes of quality issues and recommend corrective actions to improve performance.
  • Contributes to Training Programs: Collaborate with training teams to develop training materials based on audit findings and feedback.
  • Leads Process Improvement Initiatives: Drive continuous improvement initiatives based on audit results and quality metrics.
  • Manages Quality Assurance Tools: Maintain and utilize quality assurance tools and systems effectively for audits and reporting purposes.

 

CUSTOMER SERVICE ASSOCIATE

iQor (1800flowers.com, AMK Holdings) | May 2017 - Jul 2017

  • Accepts Inbound and Outbound calls
  • Process orders, returns, refunds
  • Follow-up customers’ concerns through email

 

LEAD GENERATOR & APPOINTMENT SETTER

Next Level IT Teleservices | January - May 2017

  • Lead Generation: Actively finding potentialclients through methods like cold calling, email outreach, social media engagement, and networking.
  • Database Management: Maintaining accurate records of leads and appointments in the company's CRM system.
  • Appointment Setting: Scheduling and confirming appointments for sales reps or executives with qualified leads or existing clients.

 

EDUCATION

CARLOS HILADO MEMORIAL STATE UNIVERSITY

June 2013 - March 2017

Bachelor of Secondary Education major in Englis Former Editor-in-Chief, The Technopacer

 

 

SOFTWARE EXPERIENCE

  • Proficiency in Spreadsheet Programs and Presentation Software:
    • Proficiency in spreadsheet programs and WPS.
    • Presentation Software Proficiency: MS PowerPoint, Prezi, Google Slides, etc.
  • Video Conferencing and Cloud Storage Platforms:
    • Effective in using Video Conferencing Tools.
    • Knowledgeable in using data and cloud storage platforms (Google Drive, Gkeeps).
  • E-commerce and Customer Service Tools:
    • Proficient in using Kajabi, Shopify, Gorgias, Guru, Backerkit.
    • Knowledgeable in using AWS, Slack, Outlook,Zendesk, etc.
    • Experience in using FedEx Claims,ShipStation, Stripe,
  • Social Media Managementand Digital Platforms:
    • Efficient in managing FB groups, Instagram, TikTok, and Meta.
    • Creative in using AIgenerated platforms like Chat GPT, etc.
  • Data Collection and Analysis Tools:
    • Effective in using Octoparse, Google News,  Feedly, etc.

 

PROFESSIONAL SKILLS

  • Meticulous, efficient wellorganized professional with extensive experience as a Quality Assurance Analyst in the BPO industry.
  • Demonstrates exceptional analytical and problem solving abilities, consistently making well-considered decisions.
  • Strong written and verbal communication skills, with previous experience as a writer and Editor-in Chief for a school publication.
  • Proficient in data entry and management, ensuring accurate and efficient input and maintenance of database information.
  • Skilled in performing in-depth online research to gather essential information and deliver valuable insights for various projects.
  • Skilled in delivering outstanding customer service, promptly addressing inquiries, and effectively resolving issues.
  • Skilled at prioritizing tasks and managing time efficiently to guarantee assignments are completed on schedule.

 

 

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