Highly skilled and results-driven Customer Service Team Leader, Executive Virtual Assistant, and Social Media Specialist with 5+ years of experience supporting entrepreneurs and businesses. Adept at managing customer support teams, streamlining operations, optimizing workflows, and enhancing brand presence through digital marketing and engagement strategies.

Proven ability to lead teams, implement process improvements, and drive business growth through strategic virtual assistance and customer service solutions.

Additionally, possesses 4+ years of experience in the BPO industry as a Trainer, Customer Service Specialist, Technical Support Representative, Retention Consultant, and Order & Complaint Manager, providing exceptional customer service and operational efficiency in fast-paced environments.

CORE COMPETENCIES

✅ Customer Service & Support Leadership
✅ Virtual Assistance & Administrative Support
✅ Social Media Moderation & Content Creation
✅ E-commerce & Order Fulfillment (Shopify)
✅ Lead Generation & Market Research
✅ Email & Calendar Management
✅ Process Improvement & Workflow Optimization
✅ Team Management & Training
✅ BPO Customer Service, Technical Support & Retention
✅ Complaint Resolution & Order Management

KEY QUALIFICATIONS

✅ Proven Experience: Over 9 years in executive assistance, customer service, and social media management.
✅ Results-Oriented: Focused on efficiency, customer satisfaction, and brand growth.
✅ Tech-Savvy: Familiar with the latest VA tools, CRMs, and e-commerce platforms.
✅ Detail-Oriented & Reliable: Strong communication, organizational, and problem-solving skills.

PROFESSIONAL EXPERIENCE

Freelance Virtual Assistant | Self-Employed (March 2020 – March 2025 | Philippines, Remote)

• Provided executive and virtual assistance to 8+ clients, optimizing operations and business processes.

• Managed email correspondence, calendar scheduling, SEO, lead generation, and database organization.

• Oversaw social media platforms, content creation, trend analysis, and community management.

• Led and managed customer service teams, ensuring prompt issue resolution and high customer satisfaction.

The Feed | Customer Service Specialist | Social Media Moderator | Virtual Assistant (April 2020 – March 2025 | United States, Remote)

• Led a team of customer service representatives, ensuring efficient email and text-based support.

• Oversaw and moderated Facebook, Instagram, and Strava to enhance brand trust and engagement.

• Developed and implemented process improvements, optimizing workflows and customer experience.

• Collaborated cross-functionally to align customer service strategies with company goals.

ARM5™ Formula Co. | Social Media Manager (May 2022 – February 2024 | United States, Remote)

• Developed and executed content strategies, including graphic design, video editing, and copywriting.

• Created and scheduled social media posts, ensuring consistent branding and messaging.

• Produced and edited high-quality photos and videos for marketing initiatives.

• Monitored trends and analytics to improve engagement strategies.

BIH MEDIA | Executive Virtual Assistant (April 2020 – December 2023 | United States, Remote)

• Managed email correspondence, calendar scheduling, and workflow efficiency for business executives.

• Led lead generation initiatives, identifying high-value prospects and increasing conversion rates.

• Conducted research and data analysis to support sales planning and customer acquisition efforts.

• Utilized CRM tools (Pipedrive) to track leads and streamline business operations.

Crackerjacks | Executive Virtual Assistant (March 2020 – December 2021 | Philippines, Remote)

• Provided tailored virtual assistance and administrative support to six clients across various industries.

• Led lead generation efforts for real estate and HR professionals.

• Designed marketing materials and graphics to enhance brand presence.

• Transcribed interviews and handled email/calendar management for executives.

TeleTech Philippines

Saves Consultant/Trainer (March 2018 – March 2020)

• Handled customer retention, complaints, and order management.

• Conducted training sessions for new hires in customer service operations.

Billing Consultant (March 2016 – November 2019)

• Resolved billing concerns and provided account support.

SYKES | Technical Support Specialist (March 2015 – March 2016)

• Assisted clients with troubleshooting internet, TV, and phone services.

EDUCATION

Cebu Normal University
Bachelor of Arts in Communication (2010 – 2015)

CERTIFICATIONS

✔ EF SET English Certificate (C2 Proficient) – 83/100

TOOLS & TECHNOLOGIES

• Customer Support & CRM: Gorgias, Pipedrive, LinkedIn Sales Navigator

• Project Management: Trello, Asana, Keap (formerly Infusionsoft), Kajabi, Airtable

• E-commerce Management: Shopify, WooCommerce, Recharge, WMS, Dashboard

• Communication: Slack, Zoom, Loom, Telegram, WhatsApp Business

• Social Media Platforms: Meta Business Suite (Facebook & Instagram), LinkedIn, Strava, TikTok

• Content Creation & Marketing: Hootsuite, Buffer, Later, CapCut, Canva

• Research & Analytics: Google Analytics, Facebook Ads Manager, Market Research Tools

LANGUAGES

✔ English (Fluent)
✔ Filipino (Native)