ABOUT ME
A former customer service representative with over 5 years of experience in the contact center business, and 3 years of experience working remotely as a virtual assistant aiding clients with customer service, appointment setting, calendar management, and email management. I also have experience managing social media accounts, short-form video editing, creating and presenting insurance quotes for residential and commercial lines, and various administrative responsibilities.
EXPERIENCE
Feb 2023 to Mar 2024
INSURANCE VIRTUAL ASSISTANT
Insurance Broker Agency (US)
In my full-time role, I’m dedicated to supporting both residential and commercial clients with their insurance needs. My responsibilities include gathering necessary information from clients to prepare personalized insurance quotes and then guiding them through their options to help with decision-making. I also clarify coverage details to ensure clients fully understand their policies.
Once a client chooses a policy, I manage the issuance process and take care of any updates needed over time, such as changing mortgagee information or lienholder details. I’m not just client-facing; I also contribute to internal efficiency by setting up system automations, crafting email templates, and producing marketing materials like flyers and videos. Additionally, I play a key part in onboarding new hires by creating training materials, including videos and Standard Operating Procedures, to ensure a smooth learning process for system navigation and other key tasks.
June 2021 to March 2023
VIRTUAL ASSISTANT FOR DIGITAL MARKETING AGENCY
Upwork
In my part-time role with flexible hours, I manage and create social media content, focusing on editing videos and designing thumbnails and quote images using Canva. I also craft engaging captions and perform hashtag research to enhance visibility. Beyond content creation, I handle daily client communications and lead generation manually.
A key part of my responsibilities involves coordinating with freelancers: assigning tasks, monitoring project progress, and ensuring the quality of their work. This ensures our projects meet our standards and deadlines. Additionally, I work on growing our Instagram following through content creation, strategic engagement, and building genuine connections with our audience.
April 2022 to September 2022
PRODUCT WRITER / WOOCOMMERCE VA
Onlinejobs.ph
On a project-based schedule with flexible hours, my role centers around diving deep into product research to ensure we’re always ahead of the curve. I spend my time getting to know the ins and outs of products, which helps me create more accurate and engaging content. Alongside research, I also handle image editing to make sure our visuals are as appealing and relevant as possible.
Writing is a big part of what I do too. I craft SEO-optimized articles, blogs, and product descriptions tailored for various WordPress WooCommerce websites. This involves a blend of creativity and technical know-how, ensuring our content not only reads well but also ranks high on search engines. This mix of tasks keeps my days varied and interesting, always pushing me to learn and adapt in a dynamic online environment.
January 2021 to February 2023
VIRTUAL ASSISTANT
Tiger Claims Management
My day-to-day involves keeping everything organized and running smoothly, starting with scheduling appointments to make sure everyone’s on the same page. I also take care of email management, sifting through inboxes to prioritize, respond, and organize messages to keep communication clear and effective. Admin tasks also fall under my umbrella, covering a variety of duties that ensure the office operates without a hitch.
I handle both inbound and outbound calls, serving as a key point of contact for our team, clients, and partners. Whether it’s answering questions, providing information, or connecting calls to the right person, I make sure every call is handled with care. Text messages don’t go unnoticed either; I’m always on standby to respond, ensuring we’re reachable and responsive in every way possible. This blend of responsibilities keeps me engaged and ensures our team has the support they need to succeed.
February 2017 to October 2020
SUBJECT MATTER EXPERT
Concentrix
I’m the go-to person for our customers whenever they run into any snags with their services or accounts, ensuring they always have someone to turn to. In addition to being a direct line for customers, I also back up our customer service team, answering their questions and addressing concerns about our products to keep things running smoothly.
My responsibilities extend to taking on calls that need that extra level of oversight, stepping in when situations call for a supervisory or managerial touch. Part of my job is keeping an eye on how our representatives are doing, making sure they’re performing well and are always in the loop with the latest processes. This keeps our team sharp, informed, and ready to provide top-notch service.
January 2016 to January 2017
TECHNICAL SUPPORT REPRESENTATIVE
Alorica
I’m all about going above and beyond to provide exceptional service, aiming to not just meet but exceed customer expectations, which helps in building lasting loyalty. Whenever a customer faces issues with their internet, cable, or landline services, I’m there to guide them through troubleshooting steps, ensuring we can get things back up and running as smoothly and quickly as possible.
But my role doesn’t stop at solving problems; it also involves introducing customers to additional products that offer more value to their experience. This means keeping an eye out for opportunities to enhance their service, making sure they’re getting the most out of what we have to offer.
October 2015 to January 2016
CUSTOMER SERVICE REPRESENTATIVE
Sitel
I take on the task of helping customers with any questions or problems they have with their orders. Whether it’s checking on the current status of an order or placing one on their behalf, I’m here to ensure everything is sorted out. My goal during each call is to make sure no issue is left unresolved, giving each customer the attention and care they deserve.
Part of my job is also to thoroughly review and triage the account to understand the situation better and figure out the best course of action. And, of course, keeping detailed notes on the account is crucial. This not only helps in keeping track of what was discussed and resolved but also ensures that any future queries can be handled more efficiently, with all the necessary information at hand.
2014 to 2015
MUNICIPAL FINANCIAL ANAYLST
DSWD
I played a key role in preparing technical and cost-effective subproject proposals, ensuring they met all guidelines. My work involved financial analysis to optimize resources, including evaluating overhead costs and the cost-to-project ratio. I also ensured our financial management systems were strong, especially for projects approved by the community.
I provided coaching on financial record-keeping, bank reconciliations, and project fund status reporting. My responsibilities included reviewing fund release requests and financial documents for accuracy, managing local contributions to avoid delays, and leading monthly financial management meetings with the community. Additionally, I conducted field visits to monitor the financial progress of projects at the local level and compiled financial reports for oversight authorities. I maintained comprehensive financial records, ensuring everything from bank statements to receipts was up-to-date and accurate.
EDUCATION
2010 to 2014
Bachelor of Science in Accountancy
Calamba Doctors' College
Graduated with a Bachelor of Science in Accountancy, diving deep into the world of numbers, financial strategies, and the importance of precise record-keeping. Through this journey, I not only mastered the art of managing finances but also developed a keen eye for detail and a solid understanding of financial systems. This education laid the groundwork for my passion for finance and my commitment to contributing valuable insights and skills to any team I join.
SKILLS
Customer Service
Handling inquiries and resolving concerns, scheduling appointments and managing calendars for professionals.
Communication Skills
Effective verbal and written communication, Interacting with clients via email, call, or text.
Content Creation
Designing marketing materials - postcards, flyers, t-shirts, etc., Image editing and graphic design using Canva, Writing product descriptions and content for WooCommerce platforms, Creating engaging video content, including reels and short-form videos.
Sales and Marketing
Conducting email marketing outreach, Generating and following up on leads.
Insurance Industry
Creating quotes for personal and commercial lines, Explaining product coverages and assisting in policy issuance, Handling insurance documentation for e-signature, Updating client information and making changes to policies, Assisting customers with insurance coverage inquiries.
Analytical Skills
Analyzing and interpreting financial data, Utilizing data for strategic decision-making in marketing campaigns.
Financial Analysis
Conducting financial analysis for projects, managing and reporting on financial data.
Digital Marketing
Email marketing and outreach, Social media management and growth - Facebook, Instagram, Twitter, LinkedIn, Content creation for social media posts, blogs, and marketing materials, Creating and managing digital advertising campaigns.
Technical
Proficiency in using digital tools for scheduling and documentation, Updating and managing information on wordpress websites, Designing booths in virtual reality games.
Project Management
Coordinating between different stakeholders, Managing project timelines and deliverables.
Creative Skills
Graphic design and visual content creation, Developing and implementing marketing strategies.