Gabrielli Alcala

Versatile and results-driven Virtual Assistant with over five years of experience providing administrative, technical, customer support, and CRM-based services across e-commerce, SaaS, insurance, and B2B/B2C environments. Proven ability to manage product listings, inventory updates, order and purchase management, appointment setting, and technical chat support. Tech-savvy, highly adaptable, and a fast learner who thrives both independently and in team settings.

Recognized for professionalism, reliability, and openness to constructive feedback. Adept in tools such as WordPress, WooCommerce, Zendesk, CRM platforms, and design software, with a strong commitment to continuous improvement and service excellence.

CRM Team Leader at Rivafy GmbH (2025-01 – 2026-02)

• Lead CRM operations for a European e-commerce brand, overseeing customer and client support related to orders, subscriptions, renewals, cancellations, returns, and billing inquiries.
• Manage and optimize CRM workflows to ensure accurate customer data, order tracking, and timely resolution of issues.
• Coordinate with vendors, suppliers, logistics partners, and internal teams to ensure correct pricing, inventory availability, timely deliveries, and compliance with purchase agreements.
• Monitor, reconcile, and validate purchase orders, invoices, and payment statuses; investigate and resolve discrepancies efficiently.
• Support SaaS operations by managing user accounts, subscriptions, license provisioning, upgrades, downgrades, and renewals.
• Supervise and support CRM team members, ensuring service quality, SLA adherence, and continuous process improvement.
• Generate reports and insights on CRM performance, customer trends, and operational efficiency to support management decisions.

Virtual Assistant at Alpine Safes Inc. (2021-08 – 2025-03)

• Created and managed product listings, including images, detailed descriptions, and accurate metadata to optimize visibility and customer experience.
• Maintained and updated inventory records to ensure product availability and data accuracy across platforms.
• Performed basic front-end web design updates to enhance site layout, usability, and product presentation.
• Edited product images and associated metadata to ensure consistency, quality, and compliance with platform standards.

Virtual Assistant at Patriot Growth Ins. (2023-07 – 2024-02)

• Redirected and managed incoming insurance-related calls, ensuring timely handling of payment and billing inquiries.
• Processed insurance payments accurately and resolved billing concerns in accordance with company policies.
• Assisted clients with auto ID cards, payment receipts, policy declaration pages, and other policy-related documentation.
• Updated and maintained mortgagee information on insurance policies to ensure accurate records and compliance.

Customer Support at Bell Canada (2020-03 – 2021-04)

• Handled billing, dispute, and technical inquiries, ensuring accurate resolution and high customer satisfaction.
• Provided team support by monitoring order status, tracking deliveries, and coordinating updates across departments.

CRM Appointment Setter at Keap/Infusionsoft (2019-10 – 2020-03)

• Assessed small business clients' pain points to identify needs, challenges, and opportunities for tailored solutions.
• Managed appointment setting and lead scheduling to support B2B sales pipelines and improve conversion rates.
• Coordinated with sales teams to qualify leads and ensure timely follow-ups with prospective business clients.

Technical Chat Support at 51Talk (2018-08 – 2019-08)

• Provided remote desktop support to diagnose and resolve technical issues.
• Managed support tickets, ensuring timely resolution and proper documentation.
• Handled customer disputes professionally, investigating issues and coordinating effective resolutions.

Bachelor of Industrial Technology in Computer Technology – Bulacan State University (2014 – 2018)