2014
Bachelor of Science in Information Technology
West Visayas State University
Virtual Assistant
Detail-oriented professional with experience in customer service (telecom, healthcare, and web hosting) and data research, delivering accurate, compliant, and high-quality support. Skilled in problem-solving, account management, technical support, and data analysis, consistently achieving results with a customer-focused approach.
My Skills and Competencies
Data Research
Video Editor
Customer Service
Data Managenent
Multitasking skill
Organisational skill
Lead Generation
Social Media Management
Microsoft Office
Graphic Designer
Data Entry
Content Creator
Certificates
My Experience and Education
2014
-
2017
Callbox
(Data Research)
• Conducted data research, collection, and validation from multiple internal and external sources
• Analyzed and verified data accuracy, completeness, and consistency
• Performed data cleansing, formatting, and standardization to maintain data integrity
• Compiled research findings into structured reports and summaries
• Utilized Microsoft Excel and other tools to organize, analyze, and present data
• Identified data discrepancies and resolved issues through cross-checking and verification
• Maintained detailed documentation and followed data governance standards
• Met productivity and accuracy targets while handling large data volumes
2017
-
2019
Hinduja Global Solutions
(Medical Associate/ VA)
• Assisted members and patients with inquiries related to healthcare plans, benefits, eligibility, and claims
• Provided clear explanations of coverage, copays, deductibles, and authorization requirements
• Handled appointment scheduling, provider information, and referral assistance
• Processed claims status inquiries, corrections, and escalations accurately
• Maintained strict compliance with HIPAA and data privacy regulations
• Documented interactions thoroughly in CRM and healthcare systems
• Resolved concerns with empathy while ensuring accuracy and confidentiality
• Met quality, productivity, and customer satisfaction benchmarks
2021
-
2023
Eperformax
(Coach)
Coached and mentored customer service representatives to improve call quality, customer satisfaction, and
performance metrics
Conducted call monitoring, quality evaluations, and provided actionable feedback
Developed and delivered coaching sessions focused on communication skills, product knowledge, and policy
compliance
Analyzed performance data and KPIs to identify gaps and implement improvement plans
Supported agents in handling complex customer concerns and escalations
Collaborated with team leaders and management to align coaching strategies with business goals
Assisted in onboarding and training new hires on telco products, systems, and procedures
Ensured adherence to company policies, regulatory requirements, and quality standards
2023
-
2024
Inspiro
(Customer Service Representative)
Provided customer support for web hosting accounts, including shared, VPS, and domain services
Assisted clients with account inquiry, hosting plans, renewals, and upgrades
Troubleshot common website and hosting issues such as DNS, email configuration, SSL, and uptime
concerns
Handled billing inquiries, invoices, refunds, and account adjustments accurately
Guided customers through control panels (cPanel) and basic website management tasks
Documented customer interactions and maintained accurate records in CRM/ticketing systems
Escalated advanced technical issues to Tier 2/technical teams when required
Ensured timely resolution of issues while meeting service-level agreements (SLAs)
Delivered professional and customer-focused support via chat, email, and phone
2024
-
2026
Eperformax
(CSR)
Managed customer inquiries related to billing, account information, service plans, and technical issues
Resolved customer complaints efficiently while maintaining high customer satisfaction
Assisted customers with service activation, upgrades, downgrades, and plan changes
Explained telecom products, promotions, and policies clearly to customers
Handled payment processing, adjustments, credits, and disputes accurately
Maintained detailed and accurate customer records in CRM systems
Met or exceeded performance metrics including call handling time, quality scores, and customer satisfaction
Ensured compliance with company policies, data privacy, and security standards
My Services
Social Media Management
Analyzing engagement data, identifying trends in customer interaction and planning digital campaigns to build community.
Data Entry / Web Researcher
Search the Internet for information on a wide variety of topics.
Content Creator
Promote companies' products and services by developing copy for websites, social media, marketing materials.
Customer Service
Professional and customer-focused support via chat, email, and phone.
General Virtual Assistance
Reliable virtual assistant providing email, scheduling, data entry, and customer support services.