A dedicated professional with over 15 years of experience in customer service, sales, and administrative support, working with U.S.-based clients in industries such as real estate, eCommerce, and logistics. My background includes handling customer inquiries, managing inboxes, processing orders, scheduling, and maintaining databases with accuracy and efficiency.

I’ve also supported businesses in B2B and B2C sales, from nurturing leads and creating quotes to coordinating with suppliers and delivering excellent client communication. I’m skilled in tools like Google Workspace, CRMs (Zoho, HubSpot), Shopify, MLS, Canva, and more, and I adapt quickly to new systems.

What drives me is the opportunity to be part of a long-term, stable role where I can contribute my dependability, strong work ethic, and problem-solving skills while continuing to grow professionally. My goal is to join a supportive team where I can make a meaningful impact, provide excellent service, and help the business succeed while also building financial stability for my family.

• E-Commerce VA | Real Estate Administrative Assistant | Customer Service Specialist

• A well-rounded Customer Service Specialist and a versatile Virtual Assistant, bringing nine years of extensive expertise in the BPO sector and eight years of experience as a Virtual Assistant.

EDUCATION

• High School Diploma
  Trento National High School
  June 1996 – April 2002

• Bachelor of Science in Education, Gen Sci
  Central Mindanao University
  June 2002 – April 2006

• Passed Licensure Examination for Teachers (2007)

HIGHLIGHTS

• Experienced in Shopify store management and other e-Commerce platforms

• Dropshipping Expert

• Real Estate Virtual Assistant

• Customer Service Veteran

• Trained in Product Sourcing

• Four years of experience in American Culture and Communication training

• Knowledgeable in Training Curriculum creation and Instructional Design

• Conducted Cold Calling for Market Research

EXPERTISE

• e-Commerce Management (eBay, Amazon, Etsy, Walmart, Shopify, FB Marketplace)

• Rockstar Customer Advocate

• Training and Recruitment

• Amazon FBA Management

• Real Estate VA

WORK EXPERIENCE

POD VA

• Lead CSR Support

• Amazon FBA Support

• Real Estate Virtual Assistant

• Trainer

• Bank CSR

• ESL Teacher

• United Airlines CSR

Home Deputy (Aug 2019 – Feb 2024)

• Customer service support

• Generate PPC Report

• Address reviews and feedback

• Manage Seller Central

• Escalate product issues

Moito Ventures Inc. (Jan 2017 – Dec 2024)

• Customer service support

• Order Management

• Finding Suppliers

• Tracking Fulfillment

• Process Returns and Refunds

• Seller Correspondence

• Recruitment

• New Hire Training

• New Hire Onboarding

• Curriculum Design

• Email Templates

• SOP Creation & Updates

• KDP Low Content Book Design

Grooves Bag (May 2020 – Sep 2020)

• Email, Chat Support

• Order Management

• Print Company Correspondence

• Returns, Refunds, Exchange

The Nicole Hanson Group (Jan 2022 – Present)

• Admin Tasks

• Lead Conversion

• Manage Client Database

• Showingtime Calendar Management

• Create flyers, posters, ecards

ePerformax Cebu (Oct 2010 – Feb 2011)

• Phone, Chat Support CSR

JP Morgan Chase Bank (Dec 2009 – Sep 2010)

• Customer Service Phone Support

Teletech Cebu (Mar 2009 – Dec 2009)

• Customer Service Phone Support

Convergys Cebu (Now Concentrix) (June 2011 – Dec 2016)

• Amazon, Walmart Product Trainer

• New Hire Onboarding

• New Hire Nesting Lead

• American Culture Trainer

• Curriculum Design

• Communication Coach

• Team Lead

• Quality Assurance

• Subject Matter Expert

• Phone, Chat, Email CSR

EAGLE Cebu (Nov 2008 – Feb 2009)

• English Teacher to a Korean School

DETAILED EXPERIENCE

eBay Seller Support CSR

• Provided exceptional customer support via phone, email, and chat, assisting with product inquiries, troubleshooting, and issue resolution

• Effectively handled customer complaints, processed returns, exchanges, and refunds

• Identified recurring issues and proactively reported them

• Processed orders, updated tracking numbers, ensured accurate fulfillment

• Managed chargebacks and A-Z claims in compliance with policies

• Researched and sourced suppliers with profitable margins

• Coordinated with fulfillment centers, warehouses, suppliers, and carriers

• Created product deions and optimized listings for visibility and sales

• Maintained and updated website content

• Managed eBay Seller Center, Amazon Seller Central, Etsy, and FB Marketplace accounts

• Ensured smooth operations by monitoring and optimizing processes

VA Experience – e-Commerce & Real Estate

• Assisted agents and brokers with client relationships (calls, texts, emails)

• Conducted outbound follow-ups for leads, inquiries, and showings

• Managed and updated lead CRM profiles

• Coordinated property showings for buyers

• Designed flyers, posters, and ecards for marketing

• Designed and developed training curricula and materials

• Recruited, onboarded, and trained new hires

• Established training agendas, learning activities, and assessment tests

• Created standardized email templates

• Developed structured daily report formats

• Provided coaching and feedback for performance improvement

• Served as subject matter expert for guidance and support

• Developed and implemented SOPs and workflows

• Monitored attendance, managed time-off requests, and ensured scheduling

• Led monthly team meetings for training, sales updates, and recognition

• Acted as liaison between employees and clients for escalations

• Managed operations to optimize workflows and efficiency

TOOLS, APPS, AND WEBSITES USED

• Zendesk

• ClickUp

• Asana

• Trello

• Slack

• Groove

• Help Scout

• Gorgias

• Manychat

• MS Suite

• Google Workspace

• Shopify

• Shipstation

• Goorooship

• Canva

• Photoshop

• Helium10

• FB Business Manager

• eBay Seller Center

• Amazon Seller Central

• Mailchimp

• ChatGPT

• KDP

• Copyscape

• Google Drive

• Dropbox

• Hubstaff

• Toggl

• Discord

• Zoom

• Skype

• MLS

• Zillow