Detail-Oriented Virtual Assistant | Quality Analyst (Process Improvement) | Social Media Manager | Customer Service Representative | Data Encoder
𝓘 𝓭𝓸𝓷'𝓽 𝓳𝓾𝓼𝓽 𝔀𝓸𝓻𝓴 𝔀𝓲𝓽𝓱 𝓭𝓪𝓽𝓪. 𝓘 𝓶𝓪𝓴𝓮 𝓲𝓽 𝓶𝓮𝓪𝓷 𝓼𝓸𝓶𝓮𝓽𝓱𝓲𝓷𝓰.
My story starts the way most good ones do; not with a grand plan, but with genuine curiosity. I studied BS Office Administration at the Polytechnic University of the Philippines, and while the degree gave me a foundation, what it really gave me was a lens: the ability to look at a process and immediately ask, why is this done this way, and how can it be done better? That question has followed me everywhere.
I entered the BPO world in 2012 at Dell International Services, handling collections calls and quickly learned that behind every account number was a real person, a real conversation, and a real opportunity to communicate well under pressure. That skill became the invisible backbone of everything that followed. In 2013, I joined Hinduja Global Solutions (HGS) & Sagility Philippines in Alabang, Muntinlupa and what was supposed to be a job became a decade-long education.
I started on the floor as a Customer Service Representative handling healthcare members, providers, and patients. But I was also running training batches, facilitating knowledge transfer, and serving as a Bottom Quartile Management Facilitator essentially coaching agents back to performance. People noticed that I wasn't just doing my job. I was improving everyone else's too.
By 2016, I was a Process Improvement Analyst and this is where I truly found my element. I immersed myself in quality tools with the enthusiasm of someone who had just discovered a superpower.
I led the "Keep it @ 100%" campaign, ran deep-dives into NPS, AHT, FCR, and Healthcare projects, and facilitated Excel training under the Train-the-Trainer (T3) program. Six Sigma had my whole heart — the DMAIC logic, the rigor, the beauty of making chaos measurable. The certification? The timing never lined up. But that story isn't closed — it's just waiting for the right moment to finish.
"The recognition came — QPEP (Q100), AIM (All Ideas Matter), and SPARK — but what I really earned was the ability to see quality not as a checklist, but as a culture."
Then the pandemic hit. And instead of slowing down, I started a pet grooming business — because passion doesn't pause for global crises. What started as love for animals quickly became a crash course in entrepreneurship: pricing strategy, customer acquisition, inventory, reputation management all of it, alone, from scratch. That experience gave me something no corporate training ever could. I now understand exactly how a business owner thinks. The urgency, the stakes, the value of a person who delivers without needing to be micromanaged. When I work with or for a business owner, I'm not guessing what they need I've been them.
In 2022, I stepped into my highest role yet: Management Information System (MIS) Analyst. Everything converged here; the people skills, the process knowledge, the data obsession. I built and maintained MIS reporting systems, worked with stakeholders at every level to gather requirements, and translated raw numbers into reports that people actually used to make decisions. Microsoft Excel, Google Sheets, KPI dashboards, operational analytics, governance facilitation this became my native language.
So if you need someone who gets data and people, systems and stories, process and purpose — someone who has sat with frustrated customers, coached struggling agents, run a business, and built reporting tools from scratch — I'd love to bring that decade to your team.
