Grace Ann Pasaporte

Highly organized, detail-oriented professional with a decade of steady experience in back-office operations, data encoding, and non-voice customer support. Recognized for exceptional typing speed (80+ WPM), meticulous data accuracy, and the ability to handle high-volume processing with a 99.8% error-free rate. Adept at navigating complex CRMs and executing seamless live-chat interactions. Eager to leverage my strong administrative background to deliver outstanding backend support.

Data Operations & Non-Voice Support Lead - Amorea (US-Based Travel Co.) - Remote

(2018-01)

• Lead remote operations for processing and encoding high volumes of sensitive travel itineraries and client data into the central CRM, maintaining a 99.8% accuracy rate.
• Oversee and execute real-time, non-voice customer support via live chat and email ticketing platforms, resolving up to 80+ complex travel inquiries per shift.
• Consistently achieve a 95% Customer Satisfaction (CSAT) score by providing clear, empathetic, and rapid written responses.
• Perform routine audits of digital booking records, identifying and correcting discrepancies to ensure database integrity and compliance.
• Develop templates, macros, and training materials for the non-voice support team to streamline responses, reducing average handling time by 15%.

Senior Data Systems Specialist - Fabware (US-Based IT Co.) - Remote

(2014-01 - 2018-12)

• Spearheaded the digitization of extensive IT documentation, transcribing complex alpha-numeric technical data into the company database securely.
• Recognized as the top-performing data specialist for three consecutive quarters by exceeding daily processing quotas by over 20%.
• Managed critical inbound email correspondence, categorizing and routing technical support messages to the appropriate engineering departments.
• Generated weekly operational and database health reports using MS Excel, compiling key data points collected throughout the week.

Bachelor of Science - Entrepreneurship - University of San Carlos (2026-01)