Hiring Offshore Doesn’t Fail—Handoffs Do

• Delivered exceptional customer support by efficiently handling check-in procedures, verifying passenger identification, issuing boarding passes, and managing baggage processing in accordance with airline protocols.
• Provided accurate and timely flight information, assisted with reservation management, and resolved customer inquiries and complaints with professionalism and empathy.
• Ensured full compliance with airline and airport safety regulations and policies, maintaining a secure and smooth boarding process.
• Offered specialized assistance to passengers with reduced mobility or special needs, ensuring a comfortable and stress-free travel experience through personalized service.
• Maintained clear and effective communication with passengers, ground staff, and other departments to ensure seamless coordination and operational efficiency.
• Promoted additional services such as priority boarding, seat upgrades, and loyalty programs to enhance customer satisfaction and drive revenue.
• Supported irregular operations including delays, cancellations, or rebooking needs, providing solutions that minimized passenger inconvenience.

• Monitor and evaluate the performance of call center agents to ensure compliance with established quality standards, operational procedures, and customer service excellence goals.
• Review and assess recorded and live calls to analyze agent interactions, focusing on communication effectiveness, accuracy of information provided, professionalism, and adherence to company protocols.
• Provide constructive feedback and targeted coaching to agents to support continuous improvement and skill development, reinforcing best practices and addressing performance gaps.
• Collaborate with team leaders and training departments to design and implement performance improvement plans and training initiatives based on quality assurance findings.
• Generate detailed performance reports and quality scorecards, highlighting key metrics, trends, and actionable insights for management decision-making.
• Identify patterns and root causes of recurring issues or inefficiencies, recommending and executing strategies to optimize agent productivity and enhance the overall customer experience.

• Serve as the primary point of contact between the company and its customers, ensuring all interactions reflect the brand's commitment to quality service.
• Respond to customer inquiries via phone, email, or live chat, providing accurate information and solutions in a timely and courteous manner.
• Handle and resolve customer complaints efficiently, demonstrating empathy and a problem-solving mindset to ensure customer satisfaction and retention.
• Process orders, returns, exchanges, and other customer requests with attention to detail and adherence to company policies.
• Maintain thorough knowledge of company products, services, and promotions to effectively address customer needs and recommend appropriate solutions.
• Document all customer interactions, feedback, and issues in the customer relationship management (CRM) system for tracking and improvement purposes.
• Collaborate with internal teams such as sales, logistics, and technical support to resolve complex issues and enhance the overall customer experience.

• Serve as the primary point of contact between the company and its customers, delivering exceptional service through various communication channels including phone, email, live chat, and social media.
• Respond promptly and professionally to customer inquiries, ensuring accurate information is provided and concerns are addressed with empathy and efficiency.
• Resolve customer complaints and issues in a timely manner by identifying the root cause, proposing effective solutions, and following up to ensure resolution and satisfaction.
• Process orders, returns, exchanges, and refunds with accuracy while adhering to company policies and procedures.
• Maintain up-to-date knowledge of products, services, and promotions in order to effectively support customers and upsell when appropriate.
• Document customer interactions and transactions accurately in the customer relationship management (CRM) system for future reference and analysis.
• Collaborate with internal departments such as sales, logistics, and technical support to address customer needs and ensure seamless service delivery.
• Monitor customer feedback and escalate recurring issues or service gaps to the appropriate teams for continuous improvement.
• Uphold a high level of professionalism and adhere to performance standards and service level agreements (SLAs).

• Respond promptly and professionally to customer inquiries, ensuring accurate information and a positive experience.
• Resolve customer issues and complaints with empathy, efficiency, and adherence to company policies.
• Process orders, returns, exchanges, and account updates accurately and in a timely manner.
• Maintain detailed and organized records of customer interactions, transactions, and feedback using CRM systems.
• Collaborate with internal departments to escalate and follow up on complex issues until resolution.
• Identify opportunities to improve service processes and contribute to team performance goals.
• Assist in training new team members and sharing best practices to enhance service delivery.
• Monitor and report on customer satisfaction metrics to help drive continuous improvement.

• Respond to customer inquiries via phone, email, and chat in a prompt, courteous, and professional manner.
• Resolve customer concerns and complaints with empathy and efficiency, aiming for first-contact resolution.
• Process orders, returns, and exchanges accurately while adhering to company policies and procedures.
• Provide detailed information about products, services, and promotions to support informed customer decisions.
• Maintain up-to-date knowledge of company offerings and internal systems to provide accurate guidance.
• Document customer interactions and feedback using CRM tools to support continuous service improvement.
• Collaborate with internal departments (e.g., Sales, Logistics, Technical Support) to address complex customer needs.
• Monitor and follow up on open customer issues to ensure timely resolution and customer satisfaction.
• Contribute to team performance goals by meeting or exceeding service-level targets and KPIs.

• Responding promptly and professionally to customer inquiries via phone, email, chat, or in person.
• Resolving product or service issues by clarifying customer concerns, determining the root cause, and identifying the most effective solutions.
• Managing and processing customer orders, returns, and exchanges accurately and efficiently.
• Maintaining comprehensive knowledge of company products, services, policies, and procedures to provide accurate information and guidance.
• Logging and tracking customer interactions using CRM systems, ensuring all communications are documented and follow-up actions are completed.
• Handling customer complaints with empathy and professionalism, escalating complex issues to appropriate departments when necessary.
• Collaborating with internal teams—including sales, logistics, and technical support—to ensure seamless service delivery and issue resolution.
• Proactively identifying recurring customer issues and suggesting process improvements to enhance the overall customer experience.
• Monitoring customer satisfaction levels and contributing to initiatives aimed at improving service quality and customer retention.

• Managed financial records and transactions for multiple clients across various industries.
• Prepared detailed financial reports, including balance sheets, profit and loss statements, and cash flow reports.
• Handled invoicing, expense tracking, and account reconciliation to ensure financial accuracy.
• Utilized accounting software such as QuickBooks and Xero for efficient bookkeeping and reporting.
• Assisted in the preparation of financial statements and compliance documentation.
• Provided financial insights to support budgeting, forecasting, and strategic planning.
• Customized accounting solutions to meet the unique needs of each client, ensuring optimal financial management.

• Provided comprehensive virtual assistance with a focus on bookkeeping and administrative support.
• Managed financial records using QuickBooks Online, including invoicing, expense tracking, account reconciliation, and financial reporting.
• Organized and maintained digital files, ensuring efficient document management.
• Utilized Asana for task management to streamline workflows and enhance productivity in a dynamic remote environment.

• Managed financial records and tracked expenses using QuickBooks, ensuring accuracy and compliance with financial standards.
• Prepared and processed invoices, monitored accounts payable/receivable, and assisted with budgeting and financial reporting.
• Conducted data entry and maintained well-organized digital and physical filing systems for efficient record-keeping.
• Coordinated schedules, managed appointments, and provided administrative support to optimize daily operations.
• Processed payments, reconciled transactions, and assisted with financial analysis to improve budget planning.
• Provided general administrative support, including email management, document preparation, and client communications.

• Managed daily financial transactions using QuickBooks, ensuring accuracy in record-keeping and compliance with financial standards.
• Prepared and processed invoices, expense reports, and payments, ensuring timely and accurate financial operations.
• Reconciled bank statements, identified and resolved discrepancies to maintain financial integrity.
• Assisted in the preparation of financial reports, supporting data-driven decision-making.
• Maintained accurate financial records and documentation, ensuring organization and accessibility for audits and reporting.
• Supported budget preparation and financial planning, contributing to effective financial management.

• As a Freelance Bookkeeper and Accountant, I managed financial records and transactions for various clients, preparing detailed financial reports and handling invoicing.
• I tracked expenses, reconciled accounts, and utilized accounting software like QuickBooks & Xero to ensure accuracy.
• I assisted with FS preparation, provided financial insights for budgeting and planning, and tailored services to meet the specific needs of each client.

• I provided virtual assistance with a focus on bookkeeping and administrative support. Using QuickBooks Online
• I managed invoices, expense tracking, account reconciliation, and financial reporting.
• I also organized digital files and utilized Asana for task management to streamline workflows and ensure efficiency in a dynamic remote environment.

• Led the development and execution of a mascot marketing campaign in 2016, resulting in a record-breaking reach of over 7 million in a week and successfully establishing "TamTam" as the official Far Eastern University mascot. 
• Established and managed FEU's visual brand identity across all its schools for 7 years, ensuring brand consistency. 
• Designed and built the UI/UX for FEU, FEU High School, and FEU Roosevelt websites, contributing to a student body exceeding 50,000 and elevating the university's brand presence as a top Philippine institution.

• Managed and executed end-to-end marketing campaigns for five Spartan Race events in the Philippines, successfully attracting over 3,000 obstacle racers and 2,000 trail racers.
• Responsibilities included developing strategic marketing plans, overseeing digital and traditional advertising efforts, coordinating with sponsors and media partners, managing social media engagement, and ensuring brand consistency across all promotional materials.
• Additionally, collaborated with cross-functional teams to optimize event visibility, drive participant registration, and enhance overall race experience.

• Developed and Implemented the Creative Patch Notes System, streamlining workflow processes for small-scale projects and internal campaigns. This initiative enhanced efficiency, reduced project turnaround times, and significantly minimized overtime costs.
• Led the 2023 SAVii Website Revamp, spearheading a complete redesign to establish a stronger visual identity and brand positioning. This project successfully increased engagement and attracted over 500+ industry partners.
• Managed Cross-Functional Collaboration, coordinating with marketing, product, and design teams to ensure cohesive brand messaging across all digital and offline assets.
• Optimized Creative Operations, introducing strategic process improvements that enhanced productivity and maintained high-quality deliverables within strict timelines.
• Oversaw Branding Initiatives, ensuring all creative outputs align with corporate brand guidelines, industry trends, and stakeholder expectations.

• Developed and executed comprehensive B2C and B2B marketing strategies for international Spartan Race events, including the South ASEAN Series (Malaysia, Indonesia, Singapore) and the Honor Series (Kuala Lumpur).
• Led cross-functional teams in campaign planning, digital marketing, sponsorship activation, and event promotions, driving significant audience engagement and brand awareness.
• Managed end-to-end marketing execution, including social media, email campaigns, partnerships, and on-ground activations, resulting in 6,000+ racers for the South ASEAN Series and 5,000+ participants for the Honor Series.
• Collaborated with local and international stakeholders to optimize market reach, enhance customer experience, and ensure seamless event execution.

• Inputted vendor information, product details, and customer contact information into Excel to maintain accurate and organized records. 
• Assisted with updating customer order histories and inputting data regarding returns, exchanges, and refunds in the system for seamless processing. 
• Entered and tracked product quality issues, shipping discrepancies, and payment discrepancies into Excel to help resolve customer concerns effectively. 
• Managed and updated customer accounts, including entering changes to personal details and processing order data accurately in the company database. 
• Inputted escalated issues and solutions, maintaining comprehensive data records to ensure consistent follow-up and customer satisfaction. 
• Logged product availability, sizing information, and promotional details into the database to ensure accurate and up-to-date records for customer inquiries.

• Assisted customers with inquiries regarding Assurance Wireless services, policies, and procedures. 
• Resolved complex or escalated issues, including service disruptions, billing discrepancies, and account concerns for T-Mobile Assurance Wireless users. 
• Processed billing complaints, adjustments, and refunds for customers experiencing overcharges or service issues 
• Provided troubleshooting support for mobile services, including network problems, plan changes, and device activations.

• Inputted vendor information, contact details, and billing records into Excel, ensuring accurate data entry and organization. 
• Assisted hospitals and facilities in the US by identifying missing credits and resolving billing discrepancies through data reconciliation. 
• Updated and maintained spreadsheets with detailed transaction records, ensuring all entries were accurate and up-to-date. 
• Reconciled duplicate payments and audited transactions between hospitals and vendors, inputting findings into Excel for analysis and reporting. 
• Processed credit memos and entered recovery data related to overpayments, double payments, and returned products. 
• Ensured accurate and timely resolution of billing issues by efficiently entering and tracking all related data in the system.

• Conducted comprehensive research and analyzed data related to government contracts and public sector opportunities, ensuring up-to-date and accurate information. 
• Compiled and write detailed reports and professional emails, providing valuable insights to support internal efforts and decision-making. 
• Conducted phone calls to gather real-time intelligence, assisting in capturing critical data on government contracts and procurement trends. 
• Collaborated closely with C-level executives and sales teams to deliver tailored, accurate capture intelligence for federal contractors, enhancing business strategies and opportunities. 

• Part of an Ad hoc team & managing a complex role in customer service, efficiently managing inquiries via email, chat, and phone related to billing and bin collections, efficiently resolving queries and complaints to uphold satisfaction levels.
• Assist customers in basic troubleshooting related to app or website
• Demonstrated commitment to excellence and contribution to exceeding performance metrics by being among the top agents for several months.
• Being selected as a temporary Team Lead.

• Initiate and respond to calls and emails regarding past-due accounts.
• Negotiate payment terms and establish feasible repayment plans to resolve outstanding balances.
• Identify and address discrepancies in payment records and account statements.
• Maintain and update customer account information to ensure accuracy.
• Monitor accounts to detect trends in non-payment and recommend appropriate actions.
• Work collaboratively with internal teams, including finance and customer service, to resolve disputes.
• Provide customers with accurate information regarding their outstanding balances and available payment options.

• Managed inbound customer service calls, efficiently resolving inquiries and complaints to uphold satisfaction levels.
• Assisted customers with basic troubleshooting related to bookkeeping systems for small and medium-sized enterprises (SMEs).
• Provided support to customers during tax season for payroll and tax filing.

• Assist customers with concerns related to billing, basic device troubleshooting, account/profile updating, and item ordering. 
• Selling devices such as (cellphones, wearables, tablets, etc.).
• Provided accurate quotes and price information to inform customer decision-making.

• Undertake all hiring activities, regularization process, and up to exit of employees.
• Organized and maintained files and databases confidentially, adhering to data protection regulations and implementing filing systems, increasing ease of access to critical documents and data.
• Day-to-day employee attendance reports verifying compliance with company policy.
• Assist manager in conducting performance reviews.
• Evaluate and resolve human relations and work-related problems, and meet with management to determine appropriate action
• Optimized necessary team training and staff development.
• Supported HR department in processing payroll records, correcting inconsistencies in timekeeping to avoid delays in employee payments.
• Scheduled and coordinated travel arrangements for executives, ensuring smooth business trips.
• Worked as part of administrative team, identifying and suggesting improvements to internal administration processes and systems.

• Supported recruitment processes by scheduling interviews and preparing induction materials for new hires.
• Updated and managed database systems to ensure accurate record- keeping.
• Organized and maintained files, records, and correspondence for streamlined retrieval and compliance.
• Facilitated training sessions for new employees, imparting essential skills and company policies.
• Processing of necessary DOLE requirements.
• Assisted in the coordination of staff travel arrangements and accommodations for business trips.
• Assisted in the planning and execution of corporate events and meetings to foster workplace culture.
• Monitored office inventory and supplies, promptly ordering low stock items on system.

• Develops and executes strategic business proposals, product launch plans, and marketing initiatives, driving increase in market penetration and revenue growth. Leads project management, team coordination, and process design for small to medium-sized businesses, improving operational efficiency and accelerating project timelines. 
• Manages CRM, email marketing, social media, and SEO strategies, helping boost in customer engagement and lead conversion rates.
• Oversees graphic design, video editing, presentation creation, and WordPress management, enhancing brand visibility and user experience.
• Directs recruitment, client relationship management, event planning, and administrative tasks, ensuring seamless operations and contributing to an increase in client retention.
• COMPANIES SERVICED
  • SAS Environment (Europe and Africa)
  • Riipen (Canada)
    • Global Connect (Canada)
    • African Ubuntu Association (AUA) Canada/ Africa)
    •  Magda Wellness (Canada)
    •  SoulPool (Canada)
  •  Created Wealth Management (USA)
  • Mend Join Make (USA)
• PLATFORMS USED: Microsoft 365, Google Workspace, WordPress, Squarespace, Mailchimp, Asana, Trello, ChatGPT, Kajabi, Wrike, Notion, Adobe Premiere Pro, LightSpeed VT, GoHighLevel

Training Operations Lead

• Spearheaded meetings, performance check-ins, and technical assessments.
• Streamlined project management in Asana, optimizing timekeeping, payroll, and leave tracking processes, which improved overall team productivity.
• Delivered comprehensive administrative and logistical support, including office setup and VA onboarding, ensuring seamless operations and reducing downtime.
• Orchestrated VA preparation for client meetings, including meticulous profile reviews and strategic briefings, leading to an increase in client satisfaction and successful engagements.
• Led the design and implementation of targeted training programs, improving VA performance, with enhanced skillsets aligned to client needs, and consistently met training goals.
• PLATFORMS USED: Microsoft 365, Google Workspace, WordPress, Ontraport, Asana, ChatGPT  

Training and Content Lead

• Organized and delivered new hire training sessions, accelerating onboarding by and improving retention.
• Acclimated new hires to company culture, boosting initial productivity by through effective orientation and on-the-job training.
• Conducted training needs assessments, leading to targeted programs that enhanced employee performance.
• Developed and executed training courses, workshops, and webinars, reducing knowledge gaps and improving skills.
• Maintained comprehensive training records and collaborated on the creation of training materials, increasing program effectiveness.
• PLATFORMS USED: Microsoft 365, Google Workspace, WordPress, Ontraport, Asana, ChatGPT

Office Support Specialist (Virtual Assistant)

• Addressed clients' business needs by eliminating overwhelm, enabling them to focus more effectively on their core operations.
• Skills include the ff:
  • Build/Maintain Automation
  • Social Media Management
  • Admin/ Data Entry
  • Email Management
  • Calendar Management
  • Website Management
  • Research
  • Data Storage Management 
  • Digital Marketing
  • Video Editing
• COMPANIES SERVICED:
  • Knightswood House (Australia)
  • MV Solar (Australia)
  • More Impact (Australia)
  • Dood Clothing/ RAD Creations (Australia)
  • DB Fluid Control (Australia)
• PLATFORMS USED: Microsoft 365, Google Workspace, WordPress, Ontraport, Hubspot, Asana, Active Campaign, Mailchimp, WordPress, Facebook, Instagram, Twitter/X, Kajabi, Salesforce

• Specialized team delivering online banking assistance to clients, acting as an escalation point for complex issues, and reporting concerns to management.
• Provided direct solutions for known online banking issues and communicated these resolutions to all frontline specialists across departments.
• PLATFORMS USED: Microsoft 365, Google Workspace

1. Delivered customer service by addressing clients' daily banking needs, ensuring a seamless and satisfying banking experience.
2. PLATFORMS USED: Microsoft 365, Google Workspace

• Trained new sales specialists in selling Apple products, enhancing their expertise.
• Delivered direct product demonstrations to clients, contributing to a significant boost in company sales.
• PLATFORMS USED: Microsoft 365, Google Workspace

• Took on an additional role as part of the CRT team, upselling client products to customers, which enhanced service utilization and increased revenue.

• Served as an escalation and retention team, resolving complex customer issues promptly and retaining customers, ensuring their continued use of carrier services

• Assisted customers with technical issues related to their mobile carriers, delivering prompt resolutions to ensure customer satisfaction.

• Reviewed project documents, specifications, and drawings to define scope and requirements.
• Performed quantity take-offs and developed detailed Bills of Quantities (BOQ).
• Reviewed and validated take-offs completed by Assistant Estimators for accuracy.
• Prepared pricing, cost breakdowns, and applied mark-ups to develop comprehensive bid proposals.
• Presented completed BOQs and bid proposals to the Estimating Manager for review and approval.
• Identified risks, considered alternatives, and developed cost strategies to ensure competitive bids.
• Led the tender process and maintained accountability for the accuracy, completeness, and timely submission of final estimates.

• Prepared detailed and accurate cost estimates for refurbishment, house extension, and loft conversion projects, ensuring alignment with client requirements and project scope.
• Produced quick-turnaround estimates for maintenance works to support timely client decisions and project scheduling.
• Provided regular financial reports and updates to clients, identifying potential risks and issues that could affect project costs or timelines.
• Produced comprehensive cost reports, including budgets, change orders, and cost analyses to support informed decision-making.
• Developed and standardized templates using MS Office Suite, Google Workspace, and Canva, streamlining documentation and ensuring consistency across processes.

• Develop detailed cost estimates for all materials, labor, and equipment required for projects.
• Analyze project specifications and drawings to determine accurate material and labor requirements.
• Collaborate with project managers, engineers, and designers to ensure realistic project budgets and timelines.
• Prepare comprehensive cost reports, including budgets, change orders, and cost analysis.
• Monitor project expenditures and ensure compliance with approved budgets.
• Assess, evaluate, and price variation orders for civil works, architectural finishes (painting, cladding, ACP/facade systems), and specialty metal works.
• Prepare and process project billings for submission to clients for review and approval.

• Supervise the construction of a 2-storey house
• Estimate the costs associated with the construction project. This includes materials, labor, equipment, and other expenses.
• Create and manage the budget for the construction project. This involves monitoring costs and ensuring that the project stays within the allocated budget.
• Provide input on value engineering, finding ways to optimize costs without compromising the quality of the construction.

• Generate forecasts on matters such as budget and cash-flow.
• Create Work Schedule and S-Curve for projects
• Evaluate quotations from subcontractors and suppliers
• Assists in the preparation of contract and tender documents
• Identify potential cost-saving measures and make recommendations to improve project efficiency

• Monitors and allocates budget for the materials needed on site.
• Arrange payments for subcontractors and suppliers
• Conduct evaluation on Contract Variation Claims by subcontractors
• Assists in monitoring site accomplishment and ensures completion of the project on the given timeline.

• Managed projects and workflows using ServiceM8 and ClickUp to coordinate tasks, track progress, and ensure timely completion.
• Handled email management and maintained efficient communication across teams and clients.
• Organized and maintained executive calendars, scheduling meetings and managing appointments.
• Processed invoices and supported financial tracking using Xero, Payment Logic, and related tools.
• Managed and optimized Google Business Profile to improve visibility and client engagement.

• Used PlanSwift software to accurately mark-up plans, including adding dimensions, measurements, and annotations to plans for painting projects.
• Prepared detailed and competitive cost proposals using Estimate Rocket, incorporating materials, labor, overhead costs, and contingencies.
• Maintained clear, professional communication with clients using Slack, addressing inquiries, providing project updates, and discussing any scope changes or issues.

• I managed emails, scheduled appointments, and coordinated communication between agents and clients.
• I handled document preparation, CRM management, and organized client databases to keep transactions smooth.
• Additionally, I assisted with listing updates and other real estate-related tasks, ensuring efficient daily operations.
• My role required strong attention to detail, organization, and the ability to multitask in a fast-paced environment.

• As a Social Media Assistant/Graphic Designer in a project-based role, I supported content creation and graphic design for social media platforms.
• My responsibilities included designing visually appealing graphics, assisting with content planning, and ensuring brand consistency across all social media channels to enhance engagement and visibility.

• As a Reels Editor in a part-time role, I create and edit engaging video content for social media platforms, focusing on producing captivating reels that resonate with the target audience.
• My responsibilities include selecting footage, adding effects, and ensuring that the final videos align with the client's brand and vision.

• In my previous role, I specialized in video editing for podcasts and reels, managed social media platforms, and coordinated weekly webinar emails.
• I also created presentation files and marketing graphics to support coaches and enhance overall brand presence.

• Processing As an Administrative Assistant, I not only established the Zoom IVR system for a client who owns multiple properties in the US, but I also provided vital administrative support to streamline operations.
• My work involved organizing schedules, managing communications, and handling day-to-day tasks to ensure smooth workflows.
• By implementing effective processes, I contributed to the overall efficiency and productivity of the team.

• As a Social Media Manager/Admin Assistant in a project-based role, I handle content planning, posting, and engagement across various social media platforms.
• I also provide administrative support, helping with tasks like scheduling, organizing files, and assisting in day-to-day operations to ensure smooth project execution and efficient workflow.

• Achieved Top 1 expert status for the month of October, delivering primary customer support to both internal and external customers.
• Responded promptly to inquiries regarding products, services, and company information, addressing questions and suggesting additional offerings to attract potential customers.
• Efficiently managed customer telephone calls to minimize on-hold wait times.
• Utilized the company's troubleshooting resolution tree to evaluate technical problems and provide appropriate solutions.

• I assisted in designing a business card and creating custom graphics for a coaching business.
• My focus was on delivering visually appealing and professional materials tailored to the client's needs.

• Delivered exceptional customer service and technical support for leading consumer electronics brands such as Sony and Mitsubishi.
• Assisted customers with a wide range of inquiries related to home electronics, including digital cameras, remote controls, and televisions.
• Utilized multiple communication channels—phone, live chat, and email—to ensure timely and effective resolution of technical issues, product setup, troubleshooting, and general support.
• Maintained a high level of product knowledge to provide accurate information and guidance, documented customer interactions thoroughly in CRM systems, and collaborated with cross-functional teams to escalate and resolve complex cases.
• Consistently met or exceeded performance metrics related to customer satisfaction, first-call resolution, and response time.

• Provided exceptional support to a high volume of customers by resolving billing inquiries, technical issues, and service-related concerns.
• Ensured customer satisfaction through efficient problem-solving, clear communication, and a customer-first approach.
• Delivered accurate and timely resolution of complex billing discrepancies and account management issues.
• Diagnosed and troubleshot a wide range of technical problems related to mobile devices, service outages, and network performance.
• Educated customers on service plans, device features, and promotional offerings to optimize their wireless experience.
• Utilized multiple systems and tools to document interactions, track resolutions, and manage customer data.
• De-escalated challenging situations with professionalism, empathy, and effective conflict resolution techniques.
• Consistently met or exceeded performance metrics, including customer satisfaction, call quality, and resolution time.

• Provided personalized financial guidance to cardholders, assisting them in managing budgets, improving credit scores, and enhancing overall financial wellness.
• Delivered tailored recommendations to support informed decision-making, addressed inquiries related to credit usage and debt management, and educated clients on best practices for long-term financial stability.
• Collaborated with internal departments to resolve account issues efficiently and ensured a high level of customer satisfaction through proactive and empathetic support

• Handled high-volume inbound and outbound sales calls for prominent skincare brands such as Proactiv and Sheer Cover.
• Effectively guided customers through the enrollment process for monthly membership programs, clearly communicating product benefits and addressing objections to drive conversions.
• Consistently met or exceeded sales targets, while maintaining a strong focus on customer satisfaction, upselling opportunities, and retention strategies.
• Collaborated with team members to optimize call scripts and improve overall sales performance.

• Managed a portfolio of delinquent auto loan accounts, focusing on those 30–60 days past due, by initiating contact with customers to negotiate payment plans, resolve outstanding balances, and restore account status.
• Utilized advanced skip tracing techniques, proprietary databases, and social media platforms to locate and engage account holders with severe delinquencies (90+ days past due).
• Maintained detailed records of all customer interactions, payment arrangements, and account updates in compliance with company policies and federal regulations (e.g., FDCPA).
• Collaborated with internal departments such as customer service, repossession teams, and legal to streamline resolution efforts and minimize risk exposure.
• Demonstrated strong problem-solving and communication skills to de-escalate conflicts, educate customers on their financial options, and drive successful outcomes.
• Consistently met or exceeded monthly recovery and call quality targets, contributing to overall department performance.

• Conducted thorough verification of checks to ensure authenticity and prevent fraudulent activity by examining physical appearance, issuer credentials, endorsement accuracy, and historical deposit patterns.
• Collaborated with internal departments to flag suspicious transactions, maintained accurate records for audit compliance, and adhered to financial regulations and organizational protocols throughout the verification and processing stages.

• Monitored and managed early-stage delinquent credit card accounts to reduce overdue balances and minimize financial risk.
• Effectively negotiated payment arrangements, balancing customer financial situations with organizational recovery goals.
• Collected payments through consistent follow-ups via phone, email, and written correspondence.
• Educated customers on payment options and financial obligations to encourage timely resolution.
• Maintained accurate records of all account activities in compliance with regulatory and company standards.
• Collaborated with internal departments to resolve account discrepancies and support customer retention.
• Consistently met or exceeded monthly recovery targets while ensuring a positive customer experience.

• Strategically negotiated payment plans and settlements for charge-off and delinquent accounts, ensuring strict adherence to federal and state regulations.
• Collaborated with internal departments and external stakeholders to facilitate timely resolutions, maximize recovery rates, and maintain compliance with FDCPA and other applicable laws.
• Conducted thorough account reviews, assessed financial situations, and proposed tailored repayment solutions to support both client retention and organizational goals.

• Handle incoming calls, emails, and chats professionally and efficiently. Schedule appointments, meetings, and reservations while preventing conflicts.
• Provide clients with clear, accurate details on services, pricing, and availability.
• Manage administrative tasks, including data entry, record updates, and client information.
• Monitor and respond to inquiries on social media and company websites.

• Make outbound calls to leads from online inquiries, referrals, and marketing campaigns.
• Qualify customers by assessing their energy needs, property type, and interest in solar solutions.
• Schedule sales appointments with qualified prospects for consultations or site assessments.
• Keep accurate records of calls, customer details, and appointments in the CRM.

• Identifies hiring need, develops the position description and recruitment plan.
• Compiling data and generating reports for management.
• Assisting with basic financial tasks, such as invoicing and expense tracking..
• Providing administrative support for business projects.
• Manages Clickup, Clockify and Xero Dashboard.

• Responsible for comprehensive process documentation, ensuring that all procedural details are accurately captured and organized.
• Submit final packaged documentation that includes high-resolution photos, enhancing the visual appeal and clarity of the information.
• Additionally, compile full documentation reports of workshops, providing detailed accounts of activities, discussions, and outcomes. These reports serve as valuable resources for stakeholders, offering insights and thorough records of each event.
• Ensures that all materials are polished, professional, and informative, supporting organizational transparency and continuous improvement.

• Assists in field training, follow-up and network of the other churches and organizations 
• Hosts guests, facilitates logistics and oversee the stay of the guests for the duration of visit.
• Reviews the performance of missionaries and ministry team.
• Plans and arranges events for Awana and other public relations 
• Manages all communication flow.
• Assists the Country Director in the development of fund raising resources, presentation collateral (flyers, brochures), promotional materials.
• Conducts the hiring process and interview of applicants.
• Visits, assesses and make recommendations of the office and field.
• Creates bi-monthly newsletter and process documentations.

• Took supervisor calls and product specific question from the teammates.
• Identified behaviors and coached employees to be outstanding performers.
• Encouraged and developed teamwork among others and themselves.
• Managed delivery of customer and employee satisfaction and achieved client goals.
• Ensured quality guidelines and performance metrics are adhered to
• Monitored calls and metrics, provided feedback, coaching, and reporting on data.
• Audited, coached, and trained Customer Service Representatives.
• Sourced candidates, screened and shortlisted applicants, and managed interviews.
• Collaborated with department heads to understand current and future staffing needs.

• Develop and prepare training curriculum and materials.
• Coordinate project logistics and timelines.
• Provide administrative and documentation support

• Providing exceptional customer support through phone, email, and chat by addressing inquiries related to photo services, including product selection, technical assistance, and order management.
• Offering personalized guidance to ensure customer satisfaction, resolving issues promptly, and maintaining detailed records of customer interactions to improve service quality.
• Collaborating with internal teams to ensure seamless communication and accurate information delivery to customers.

• Providing exceptional support to dealers by facilitating seamless access to customer accounts for the US-based telecommunications provider, Metro by T-Mobile.
• This includes ensuring compliance with company policies, safeguarding customer data, and delivering efficient, accurate, and professional assistance to address account-related queries and issues.

• Helping realtors and customer to process a service transfer for a lease agreement with the solar system.
• Ensuring documents are properly signed by both parties.
• Assisting customer with system issue and billing concern.
• Checking customer’s order for Ford Charger.

• Processing customers order / game order.
• Resolving gaming and technical issues of Xbox customers.

• Providing product support to client’s chat support team
• Handling software issues and bugs
• Working hand in hand with developers to ensure client’s needs are addressed accordingly

• B2B Support Specialist
• Collaborate with clients to develop comprehensive and user friendly support guides tailored to their needs.
• Manage and triage support tickets, ensuring they are assigned to the appropriate department for resolution.
• Recreate and troubleshoot reported issues to identify solutions and ensure accuracy in resolutions.

• Identify and compile a list of target email addresses for outreach.
• Craft and send professional outreach emails to engage potential prospects.

• Provide first-line support, addressing questions and inquiries via webchat.
• Handle VIP requests and provide troubleshooting assistance as needed. Develop a support guide for new agents.
• Conduct training sessions to ensure successful onboarding of new agents.

• Source influencers for collaboration opportunities.
• Identify, contact, and offer partnerships to influencers.
• Monitor influencer posts for compliance and performance.
• Focus on influencers active on Instagram, TikTok, YouTube, and Meta platforms.
• Manage the end-to-end collaboration process, including: Sourcing and contract negotiation.
• Shipping products for campaigns.
• Overseeing content uploads.

• Source bloggers to promote products, write quality reviews, and feature the brand on their blogs.
• Source, sort, and analyze a list of bloggers for paid collaborations.
• Manage the end-to-end collaboration process, including: Sourcing and contract signing.
• Shipping products for campaigns.
• Overseeing content uploads.
• Oversee the creation and tracking of voucher and discount codes.
• Draft and update deals in Pipedrive.