I’m an experienced Virtual Assistant and Customer Service professional with 10+ years of experience in customer support, administration, operations, and client coordination. I have experience supporting Australian clients and working with CRM, communication, and business management systems.

I’m highly organized, detail-oriented, reliable, and comfortable working independently in a remote environment. My experience includes handling customer enquiries, emails, calls, bookings, documentation, data entry, follow-ups, CRM management, and day-to-day administrative tasks.

I’m also proficient in tools such as HubSpot, Aircall, Xero, Dropbox, Outlook, Gmail, Podium, and Microsoft Excel. I’m a fast learner and always willing to learn new systems and processes.

I’m looking for opportunities where I can use my experience to provide reliable administrative, customer service, and operational support while helping businesses stay organized and efficient.

WORK EXPERIENCE

Customer Support Specialist

Holloway Removals & Storage
March 2025 – Present

• Handle inbound and outbound customer enquiries via phone, email, and live chat.
• Assist customers with booking concerns, service updates, and moving-related enquiries.
• Investigate and resolve customer complaints relating to delays, damages, missing items, and billing concerns.
• Coordinate with operations, management, and moving crews to provide timely resolutions.
• Process refund requests, compensation cases, and service recovery solutions.
• Draft professional customer communications and follow-up correspondence.
• Maintain accurate customer records, case notes, and escalation reports.
• De-escalate difficult situations while maintaining empathy and professionalism.
• Provide customers with clear updates regarding claims, operational changes, and resolutions.
• Support customer satisfaction by ensuring concerns are handled efficiently and professionally.
• Escalate urgent or high-level issues to senior management when required.
• Contribute to improving customer experience and service quality standards.

Senior Customer Service Representative

Lead Generation / Lead Qualifier / Sales Opener & Closer
BADEN BPO & SOFTWARE LLC (DUBAI, UAE)
November 2021 – January 2025

• Receives automatic outbound calls to businesses owners across USA & Canada.
• Handling thousands of leads, talking to new people daily using s for reference & guide.
• Research, identify, and prospect for new clients to help build our prospect database.
• Organize, Evaluate prospects into an everyday workable system and manageable pipeline.
• Contact perspective and existing customers via phone to promote and sell products or services.
• Develop and maintain strong customer relationships to encourage repeat business and referrals.
• Deliver compelling sales presentations tailored to the needs and interests of the customer.
• Address customer concerns, objections, and questions, ensuring a smooth sales process.
• Consistently achieve or exceed individual sales goals and target.
• Identify opportunities to cross-sell or upsell additional products or services to meet customer needs.

Customer Service / Admin / Moving & Shipping Coordinator

CMG INTERNATIONAL MOVERS & CARGO SERVICES LLC
September 2019 – November 2021 (DUBAI, UAE)

• Coordinate and manage the end-to-end process of moving goods for residential, commercial, or corporate clients.
• Serve as the primary point of contact for customers, addressing inquiries, providing updates, and resolving issues during the move.
• Coordinate with internal teams, moving crews, third-party vendors, and subcontractors to ensure efficient and safe execution of moves.
• Prepare and maintain accurate records of client requirements, inventory lists, and move details.
• Monitor and track shipments, ensuring timely delivery of goods and proper documentation.
• Provide clients with cost estimates, contracts, and invoicing information, ensuring transparency and customer satisfaction.
• Maintain communication with clients to ensure they are fully informed and confident throughout the moving process.
• Collaborate with the warehouse team to ensure accurate inventory control and scheduling.
• Assist in preparing and reviewing reports related to move performance, costs, and customer satisfaction.

Lead Qualifier

VERSATEL MARKETING (Health Insurance)
August 2017 – March 2019 (FORT LAUDERDALE, CA – WFH SET UP)

• B2C Auto in outbound.
• Assess leads based on specific criteria to determine if they are worth pursuing.
• Transfer qualified leads to a live sales agent.

Collection Specialist

IQOR (Capital One Auto Finance)
December 2015 – August 2016 (Clark, Pampanga)

• Monitoring accounts to identify overdue payments.
• Help customers set up payment plans.
• Create measures to encourage customers to pay on time.
• Update account status records through CRM.

Secretary

CHEONGBO ELECTRONICS
May 2014 – August 2015 (Timog Park Homes Angeles City)

• Answering phone calls and redirect them when necessary.
• Performing weekly electronic devices inventory.
• Preparing daily memos and forms.

Telephone Operator

ANGELES ELECTRIC CORPORATION
July 2011 – March 2014 (Nepo, Angeles City)

• Keep records of calls placed and received, & all related toll charges.
• Address customers complaints / requests & transfer to specific department when necessary.
• Provide assistance for customers with special billing requests.
• Update directory information.

SKILLS

• Creativity & Leadership
• Communication skills
• Microsoft Office
• Time Management
• Problem-solving
• Computer Literacy
• Adaptability
• Proficiency with CRM
• Active Listening
• Customer Orientation
• Active Listening
• Product Knowledge

EDUCATION

SYSTEMS PLUS COLLEGE FOUNDATION

Information Technology
June 2010 – March 2011

FGNMHS

Secondary Education
2007 – 2009

HOLY ANGEL UNIVERSITY

Secondary Education
2005 – 2007