Hi, I'm Mary! I'm currently an Executive Virtual Assistant, handling the day-to-day so leadership can focus on bigger priorities such as inbox and calendar management, invoicing through Square, project coordination in Asana, and building digital forms in Jotform. Before that, I spent a few years in customer service, handling escalations and billing disputes for corporate and healthcare accounts, which taught me a lot about staying calm and getting things resolved even when a case gets complicated. I like bringing both sides together: the organization and follow-through of admin work, plus the people-first instincts from customer service.
Confidentiality and accuracy matter a lot to me, especially with invoices and sensitive information.
Skills:
⦁ Inbox & calendar management
⦁ Invoicing & billing support (Square)
Project & task coordination (Asana, Google Workspace)
⦁ Customer escalation handling & de-escalation
⦁ Digital form creation (Jotform)
⦁ Discretion & confidentiality
Polytechnic University of the Philippines (Sta. Rosa Campus)
• Provided comprehensive administrative support to executives, ensuring seamless day-to-day operations.
• Managed inboxes, scheduled meetings, organized files, and processed invoices with accuracy and confidentiality.
• Coordinated projects, tracked tasks, and optimized workflows using Asana and Google Workspace.
• Handled invoicing and payment processing through Square and created digital forms via Jotform to streamline processes.
• Supported e-commerce and marketing operations using Shopify, WordPress, and MailerLite.
• Anticipated executive needs and maintained clear communication, allowing leaders to focus on high-level priorities.
• Recognized for proactive approach, organizational skills, and ability to manage both routine tasks and urgent requests efficiently.
• Served as primary point of contact for complex customer concerns requiring immediate resolution.
• Partnered with cross-functional teams (support, operations, product) to identify root causes and implement long-term solutions.
• Handled billing disputes, missed services, and contract-related concerns while ensuring customer satisfaction.
• Utilized Salesforce, Google Workspace, Billtrust, and Oracle Cloud to manage and resolve escalations efficiently.
• Acted as a Subject Matter Expert (SME), providing guidance to teammates and assisting in the training of new hires.
• Strengthened critical thinking, problem-solving, and ability to remain calm under pressure while driving customer success.
• Recognized as Top Advisor for Service Email, achieving 108% overall attainment for Q3 and Q4 2024.
In this role, I was responsible for assisting customers with travel-related inquiries and ensuring a seamless experience throughout their booking journey. Key responsibilities included:
⦁ Managing flight, hotel, and package bookings, including modifications, cancellations, and refunds.
⦁ Providing accurate information about travel policies, itineraries, pricing, and promotions.
⦁ Resolving customer concerns such as delays, rebooking, and lost baggage, ensuring prompt and empathetic solutions.
⦁ Communicating effectively with travel suppliers, airlines, and other third-party partners to address customer needs.
⦁ Ensuring compliance with company policies and travel regulations while maintaining high-quality service.
• Assisted customers with inquiries regarding plans, insurance coverage, billing issues, and disputes.
• Supported members in accessing medications by locating the nearest pharmacies for refills.
• Delivered accurate information with empathy, patience, and professionalism to ensure customer satisfaction.
• Handled sensitive healthcare information with discretion and compliance to industry standards.
• Managed the company's online presence by maintaining social media accounts.
• Responded to customer inquiries and concerns to support engagement and satisfaction.
• Monitored ongoing marketing campaigns to track effectiveness and support brand visibility.
• Designed and produced marketing materials, including logos, flyers, social media graphics, and advertisements.
• Utilized Adobe Illustrator and Canva to create visually appealing and brand-aligned content.
Analyzing engagement data, identifying trends in customer interaction and planning digital campaigns to build community.
I handle inboxes, calendars, invoicing, and projects so executives can focus on the bigger picture.
I organize files, schedule meetings, and handle documents so nothing slips through the cracks.
