2020
Bachelor of science in Tourism Management
Bulacan State University
Virtual Assistant | Organized, Efficient, and Customer-Focused
Dedicated technical support professional with extensive experience assisting customers through phone, email, chat, and ticketing systems. Proven ability to resolve technical concerns, coordinate escalations, and maintain customer satisfaction while working in dynamic, high-volume environments. Experienced in using Zendesk, Jira, and Braintree to streamline support operations.
My Skills and Competencies
Zendesk
Paypal Braintree
JIRA
Microsoft Office
Data Entry
Analytics and reporting
Problem-solving and analytical skills
Communication skills
Time management and multitasking
Remote support tools and software
Documentation and record-keeping
Adaptability and willingness to learn
Teamwork and collaboration
Certificates
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My Experience and Education
2020
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2022
VXI Globals
(Technical Support Representative)
Handled 10–15 inbound calls daily, providing troubleshooting support, resolving billing inquiries, analyzing customer concerns, and dispatching technicians when needed.
2022
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2023
VXI Globals
(Quality Analyst)
Monitors 15+ agent calls daily to evaluate performance, identify improvement opportunities, and provide actionable feedback. Collaborates with clients, training, and operations teams during calibration sessions and prepares detailed performance reports for the Operations team.
2023
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2024
Qwestbpo Inc.
(Technical Support Representative)
Handled 40–60 inbound calls daily, providing Electric Vehicle charging support, troubleshooting charger and app-related issues, resolving billing inquiries, and escalating complex concerns.
2024
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2025
QWestbpo Inc.
(Subject Matter Expert)
Assists agents with questions related to processes and customer inquiries to ensure accurate resolutions are provided.
Handles approximately 40 inbound calls per week, providing electric vehicle charging assistance, resolving account and app-related issues, and escalating complex concerns when necessary.
2025
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QWestbpo Inc.
(Back Office Agent)
Managed 30-40+ escalated tickets daily, coordinating with internal teams and using JIRA to escalate complex technical issues for further investigation and resolution.
Provided customers with email updates regarding escalated concerns and resolution progress.
Assists customers with billing concerns and charger-related issues via chat and email support.
Handles emergency situations and provides immediate assistance through phone calls.
My Services
Customer Support
•Email, chat, and ticket support •Customer inquiry handling •Account and billing assistance •Complaint and concern resol
Technical Support
•Basic technical troubleshooting •Step-by-step customer guidance •Issue diagnosis and resolution •Ticket creation and es
Administrative & Back Office Support
•Data entry and information management •Email management •Ticket and case management •Documentation •Report preparation
Customer Service Operations
•Process documentation •Escalation handling •Team support •Issue resolution •Coordination between departments •Customer