Results-driven and highly adaptable General Virtual Assistant with over five years of experience supporting operations across BPO, e-commerce, customer service, and online business environments. Demonstrates strong expertise in administrative support, executive assistance, CRM management, calendar coordination, social media management, content creation, and customer relations.
Proven ability to streamline workflows, manage digital tools efficiently, and deliver high-quality support in fast-paced, remote settings. Known for professionalism, attention to detail, and proactive problem-solving, with a strong commitment to enhancing productivity, improving online presence, and supporting business growth as a reliable strategic partner.
Princess Rivera
General Virtual Assistant-
+639685498631
-
its.princess.rivera@gmailcom
-
Quezon City, Philippines
PROFESSIONAL SUMMARY
KEY COMPETENCIES
• Administrative & Executive Support
• Social Media & Content Management
• CRM & Data Management
• Customer Service & Client Relations
• Time Management & Workflow Optimization
• Communication & Problem-Solving
PROFESSIONAL EXPERIENCE
2024-2026
Customer Service Specialist
Customer Relations (Airlines Account)• Served as a top-level escalation specialist handling executive and international customer complaints for a global airline account.
• Investigated and resolved complex cases involving booking, ticketing, and in-flight experiences through email and call-based support.
• Conducted effective call de-escalations while maintaining accurate case documentation using Advocate CRM.
• Utilized AWS Amazon Connect, Sabre, and EPNR systems to ensure efficient case management and timely resolution.
2024-2025
Graphic Designer
OUS Marketing Executive• Produced visual content and publication materials aligned with organizational branding and marketing objectives.
• Translated concepts into engaging digital designs that increased audience interaction across Facebook and other platforms.
• Supported marketing campaigns by maintaining visually consistent, creative, and eye-catching content.
2023
E-commerce Customer Care Representative
Bed Bath & Beyond• Assisted customers with order tracking, refunds, and exchanges across phone, email, and chat channels.
• Provided personalized product guidance based on customer needs and preferences to ensure a seamless online shopping experience.
• Maintained accurate records while consistently meeting customer service quality standards.
2022-2023
Customer Service Representative
VXI Global Solutions• Managed customer interactions through Five9 and Cloud360 while maintaining accurate, up-to-date records in Salesforce CRM.
• Processed retail orders, returns, and exchanges, and conducted follow-ups to ensure timely issue resolution.
• Supported complaint-handling processes with professionalism, accuracy, and attention to detail.
2022
Social Media Manager
Love, Prinna. (Online Small Business)• Founded and managed an online fashion store specializing in trendy and thrifted apparel.
• Planned and executed Instagram content strategies to engage target audiences and promote products effectively.
• Managed customer inquiries, sales coordination, and relationship management to ensure positive customer experiences.
• Leveraged trend analysis and market insights to maintain competitiveness in the online fashion market.
2022
E-commerce Customer Support Associate
Overstock• Handled customer inquiries regarding orders, returns, replacements, and order tracking through phone, email, and chat support.
• Assisted customers in identifying products aligned with their preferences to improve satisfaction and purchasing confidence.
EDUCATION
2023-2026
Bachelor of Science in Business Administration
Polytechnic University of the Philippines – Open University System (PUP Manila)• Major in Marketing Management (Undergraduate).
• Consistently included on the President’s List for academic excellence.
• Actively participated in academic organizations, strengthening leadership, teamwork, project management, and organizational skills.
2020-2022
K-12 Senior High School
Our Lady of Fatima University – Quezon City• Humanities and Social Sciences (HUMSS) Strand.
• Graduated with High Honors.
• Built a strong foundation in communication, critical thinking, and social research.
CERTIFICATIONS
• General Virtual Assistant Training – ProVAPH (Certified by Dhamielyn A. Sarno, Co-Founder).
• Digital Marketing Certification – HubSpot Academy (Signed by CEO Yamini Rangan).
• Social Media Certification – HubSpot Academy (Signed by CEO Yamini Rangan).
• Social Media Certification II – HubSpot Academy (Signed by CEO Yamini Rangan).
CHARACTER REFERENCE
Dhamielyn A. Sarno, MIT
Project Manager
PRO VA PH
dhamsarno@gmail.com
09158325769