2019
BS Computer Science
Tomas Del Rosario College
NICE TO MEET YOU!
You being here is already appreciated—it means I’ve taken about 5 seconds of your precious time (10 seconds if your internet is acting up! LOL). Let me introduce myself:
Hi, I’m Shane! I have a degree in Computer Science and 5+ years of experience in BPO and Virtual Assistant roles. Over the years, I’ve handled everything from customer calls, chats, and emails to backend admin work, CRM management, and troubleshooting complex software errors. I also design eye-catching email templates ready to import straight into platforms like Mailchimp.
As a former Subject Matter Expert (SME), I don’t just handle daily tasks—I look for ways to fix broken processes and keep things running smoothly.
My goal is simple: keep your clients happy and free up your time so you can actually focus on growing your business. Let's grow together!
My Skills and Competencies
Service Desk
Technical Support Specialist
Customer Service Representative
Email Template Design
General Virtual Assistant
Certificates
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My Experience and Education
April 2025
-
July 2026
Part-time
(Virtual Assistant)
Client Support & Scheduling: Promptly resolved client inquiries across email/messaging, managed appointment scheduling, and assisted clients with basic technical troubleshooting and product navigation.
Administrative & Records Management: Maintained detailed client interaction records and handled core administrative tasks, including data entry, file organization, basic Canva designs, and report generation.
2020
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2023
TaskUs
(Customer Support Specialist and Subject Matter Expert)
Served as Subject Matter Expert (SME) during peak campaign seasons, onboarding and training new team members on workflows and software processes.
Executed Root Cause Analysis (RCA) while conducting call audits and 1-on-1 coaching sessions to improve team quality scores.
Troubleshoot complex error codes and software issues across mobile, desktop, smart TVs, and connected devices for a global streaming platform.
2023
-
2025
Asurion
(Tech/Sales Expert)
Technical Troubleshooting & Account Management: Provided end-to-end support for mobile devices, laptops, and smart home technology, resolving hardware/software issues and managing customer accounts while maintaining strict SLA standards.
Client Retention & Tech Education: Educated users on tech protection plans to prevent recurring system failures and drive client retention.
2019
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2020
Sutherland Global Services
(Customer Service Representative)
Delivered multi-channel support (calls, emails, live chat), resolving inquiries about subscriptions, customers’ orders, and retail inventory
Provided direct technical troubleshooting for Amazon hardware and consumer electronics
My Services
General Virtual Assistant
My goal is to help you focus on your business growth!
Customer Service
Let's make the customers happy!
Technical Support/Service Desk
Make your day better, and ensure these technologies and automations actually help you work more quickly and easily!