Professional Summary

I have been in the outsourcing industry since 2007 and been in different projects and roles up to 2017. I started doing home-based work focusing on customer service for eCommerce websites. 

A highly motivated, versatile, independent and well experienced individual, I always make sure to meet what is expected from me and go the extra mile on providing excellent customer service towards customers.

Project Management - Executive Assistant - Customer service

Employment history

Freelance / home-based

Business Coach based in California

Executive Assistant (2022 - 2024)

• Managed Emails

• Managed Calendar and scheduling appointments with members

• Managed membership platform

• Managed Social Media Pages

• Invoicing

• Content creation via Canva

Covatar Inc

Customer Success and Business Development Manager

September 2021 to May 2022

• Managed Customer Service Channels ( Email, Chat, WhatsApp, Messenger)

• Created Customer Service processes

• Created Customer Service Handbook

• Initiated to selling products to different sales channels

Alternative Jewelry and Accessories Store based in Singapore

November 2020 - August 2021

• Handled customer service emails/tickets

• Handeld customer services chats from social media platforms

• Routinely update customer service data's and reports

• TrustPilot reviews

• Slack, Shopify, Gorgias, Monday.com, TrustPilot

Boying's

Restaurant Owner/Manager

April 2020 - July 2021

• Manage business daily operations

• Handles business social media / Facebook page

• Responsible for creating graphics for posting

• Daily kitchen and stock check/management

CopyPro

May 2020 - July 2021

Customer Service Representative

• Focused on responding to tickets making sure that all issues are responded accordingly and timely. 

• Escalate necessary issues or complaints from customers. 

• Identify account errors and troubleshoot copy settings

David Kline Lovett

February 2020 - November  2020

 A real estate agent, motivation speaker and author based in California. Working as a part time (2hrs/day) virtual assistant. Tasks includes:

• • • Email Management

    • MailChimp / Newsletter 

    • Social Media (FB, Twitter, IG and LinkedIn) posts via Hootsuite

    • Graphics and content creation via Canva

    • Youtube management

    • Phone and SMS via RingCentral

    • Basic website management (Wordpress)

Real Estate Agent based in Maryland

April 2017 – May 2020

I mainly focus on processing my clients BPO orders. Making sure that all orders are placed and entered accordingly. Coordinate with other teams that process/takes photo's and the team that manages MLS listing.

• • • Email management

    • Data Entry

Gessato.com

Customer Service Manager

January 2018 - October 2019

• • • Manage customer service emails daily

    • Manage Facebook and Instagram messages and respond to customer accordingly

    • Regularly report to business executives for customer concerns and updates

    • Delivering a comprehensive service to inquiring customers

    • Managing customer emails and chats

    • Keeping a record of customer interaction and details of actions taken

MNML.LA

April 2017 - June 2018

Worked as a customer service, A men's apparel company based in LA. Task includes manage and responding to Zendesk tickets and escalating ticket accordingly.

SixEleven Global Services and Solutions

Program Manager 

February 2014 – April 2017

Responsible on handling multiple projects which caters different types of programs working together with team leads and agents. Communicate with each campaigns respective clients and sending reports on a daily, weekly and monthly basis. Manage each teams performance and production to make sure we hit clients targets and expectations and making that everyday is a smooth run.

Projects Handled:

HBW Leads (2014 - 2017)

An outbound-lead generation project which calls to the US and provides leads to auto insurance agents. Managed up to 65 agent together with 2 team leaders.

Duties include:

• • • On-boarding new agents and make sure that they are ready to take calls

    • Monitor each agents calls to make sure that follow standard call protocols and correct script and rebuttals.

    • Create daily, weekly and monthly reports to send to client and the company's stake holders

    • Daily communication with clients 

    • Create, arrange or update training programs

Hire Your Virtual Assistant (2013 - 2017)

A Virtual Assistant project that caters different clients from business coaches, real estate agents, eCommerce websites and PR and Law firms among others.

Duties Include:

• • • On-boarding of new clients. Schedule a meeting with clients and discuss clients tasks, targets and expectations. Explain our purpose, vision and mission and make sure that client is set-up on working with their VA

    • Daily communication with client and its clientele.

    • Create and send daily, weekly and month reports and updates on different projects

    • Assist VA on their daily tasks

    • Create and document task procedures on each clients tasks

    • Monitor each agents tasks

    • Create training materials for agents

CS Overflow (2013 - 2015)

A multi-project team which caters customer service calls for vape, diet pills and skin care and outbound survey calls.

Duties Include:

• • • Daily communication with clients

    • Disseminate regular updates on project, new products, guidelines and procedures

    • Make sure that new trainees are ready for floor operations

    • Create and update new training program

    • Monitor and analyze calls volumes and rates

    • Create daily, weekly and monthly reports to be sent to clients and stake holders  

SixEleven Global Services and Solutions

Team Leader/Project Manager

November 2009 – February 2017

Served as a Team Leader/Project Manager for different projects:

Axis Customer Service 2012-2013  - A customer service projects which caters multiple products like skin care, diet pills, vape and men enhancement pills.

Instamax and Shopping Coupon Account 2011-2012 - An outbound sales credit card pulling project.

123Employee 2009-20011 - A virtual assistant project.

Macleans Magazine 2008-2009 - A magazine subscription project that makes outbound calls to Canada and sell magazine subscription.

Duties include:

• • • Create an inspiring team environment with an open communication culture

    • Set targets and goals/quotas

    • Delegate tasks and set deadlines

    • Oversee day-to-day operation

    • Monitor team performance and report on metrics

    • Motivate team members

    • Discover training needs and provide coaching

    • Listen to team members’ feedback and resolve any issues or conflicts

    • Recognize high performance and reward accomplishments

    • Encourage creativity and risk-taking

    • Suggest and organize team building activities

My Experience