RICA MARIE YBANEZ

General Virtual Assistant
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Contact Information
  • +63 920 673 5274
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  • ybanezricamarie@gmail.com
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  • Taguig Philippines
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CORE SKILLS

Data Entry and File Organization
Email, Calendar, and Schedule Management
Time Management and Attentional to Detail
Multi-tasking and Flexibility
Client Communication and Relationship Management
Report Preparation and Documentation
Virtual and Administrative Assistance
Remote Work and Independent Task Handling
Customer Support (Phone/Chat/Email)
Appointment Booking and Coordination
Facebook Page Management
Social Media Calendar Management
Social Media Strategy
Basic Graphic Design (Canva)
CERTIFICATIONS

Admin Assistant
General Virtual Assistant
Lead Generation
Social Media Management
PROFESSIONAL SUMMARY

Highly organized, adaptable, and results-driven, I excel in fast-paced environments where efficiency, accuracy, and excellent communication are key. My Virtual Assistant training, combined with over six years of customer service experience and a background in quality assurance, has equipped me with the skills to manage administrative tasks, maintain organized workflows, and provide dependable support. I take initiative, learn new systems quickly, and consistently deliver high-quality work with attention to detail. My goal is to become a trusted partner who helps businesses save time, stay organized, and operate more efficiently.
PROFESSIONAL WORK EXPERIENCE
2024 - 2025

Quality Analyst, Telus Digital

Managed and maintained accurate records, reports, and performance documentation.
Prepared quality reports, organized data and tracked performance metrics using Microsoft Office, Google Workspace, Google Sheets, and Microsoft Excel
Reviewed customer interactions to ensure accuracy, compliance, and quality standards.
Organized and maintained confidential data with a high level of accuracy and attention to detail.
Documented findings, identified trends, and supported process improvements.
Managed multiple tasks while meeting deadlines in a fast-paced environment.
2022 - 2024

Fraud Analyst, Telus Digital

Handled inbound and outbound calls related to security alerts and potential fraudulent activity.
Verified identities and blocked fraudulent transactions to quickly mitigate risks.
Took action to protect customers by blocking compromised accounts and issuing new cards.
2019 - 2022

CSR & Chat Support, Teleperformance

Provided customer support for hotel reservations, amenities, and accommodations, ensuring a smooth booking experience.
Provided chat support for Philips products, troubleshooting issues and offering solutions.
Handled chat inquiries and concerns efficiently to maintain customer satisfaction.
2018 - 2019

Customer Sales Representative, Sitel

Assisted customers with product inquiries, orders, payments, returns, and general account concerns via phone.
Provided personalized product recommendations and promoted relevant offers to enhance the customer shopping experience.
Resolved customer issues promptly while maintaining high customer satisfaction and service quality.
Accurately documented customer interactions and updated account information in the CRM system.
Consistently met quality, productivity, and performance goals in a fast-paced retail environment.