JLuna Iv

Experienced data analyst, QA tester, virtual assistant, and technical support specialist. I specialize in data visualization, automated workflows, dashboard creation, and e-commerce support. My background includes handling complex customer inquiries, managing real-world business operations, conducting software testing, and building dynamic reporting systems to ensure the highest quality standards and operational efficiency.

BUSINESS OWNER - THE VERY IMPORTANT PETS PET HOTEL & LIFESTYLE HUB

(2026-01)

• Spearheaded the conceptualization, commercial site planning, and full legal setup (DTI, BIR, etc.) for a 24-hour pet boarding, grooming, and retail facility.
• Manage daily operations, staff compliance, facility hygiene, and direct customer relations to ensure high-quality care and client retention.

REPORTS/SPREADSHEETS BUILDER - CEO FINANCE ACADEMY

(2025-01 - 2026-01)

• Engineered automated project forecaster spreadsheets where phase timelines and billing percentages populate dynamically via dropdown selections.
• Built and maintained complex tracking systems using advanced Google Sheets functions (QUERY, VLOOKUP, XLOOKUP, LET) and Apps Script macros.

CUSTOMER SUPPORT - MAX ECOMMERCE (THE HEIRLOOM BOOKS, ANPERIO COSMETICS, CELLICS)

(2024-01 - 2026-01)

• Handled customer support inquiries and escalations using Groove tickets (products, shipping, payments).
• Managed Shopify backend operations, tracked shipping statuses, and updated order records.
• Coordinated with suppliers to resolve unshipped orders, shipping delays, and inventory shortages.
• Resolved product issues practically through replacements, partial refunds, or technical guidance.

PUBLIC OPINION RESEARCHER - G1 RESEARCH

(2024-01 - 2025-01)

Measured public sentiment on products, services, and social issues by gathering and processing data from questionnaires and interviews.

VIRTUAL ASSISTANT, DATA ANALYST & HEAD OF TESTING QUALITY CONTROL - 5LOYALTY

(2020-01 - 2025-01)

• Designed automated end-of-day reporting pipelines and workflow scenarios using Make and Slack to streamline daily data collection and monitor performance metrics.
• Conducted statistical data analysis to generate actionable insights, comprehensive reports, and dashboards.
• Sourced, cleaned, and maintained data from primary and secondary sources.
• Established QA standards and conducted thorough software testing to track and isolate bugs, driving overall workflow improvements.

PART-TIME REAL ESTATE VIRTUAL ASSISTANT - BRIGHT PROPERTY ADVOCATES

(2023-01 - 2024-01)

• Automated routine administrative workflows for appointment scheduling, calendar management, and client database entry.
• Researched market trends, managed social media, and tracked potential property buyers.

BUSINESS OWNER - MOONCASTLE FOOD AND BEVERAGE

(2022-01 - 2023-01)

• Managed a small franchise business (2 employees), overseeing daily sales and inventory.
• Drove customer engagement and brand visibility through local social media marketing.

WEB SEARCH EVALUATOR (PART-TIME) - TEEMWORK.AI / LIONBRIDGE / TELUS

(2018-01 - 2026-01)

Critiqued and rated search engine results to evaluate algorithm accuracy for specific queries.

CUSTOMER SERVICE REPRESENTATIVE - RESOLVEDCX

(2019-01 - 2020-01)

• Handled high-volume calls and emails, successfully increasing customer retention and company production.
• Awarded Top Customer Satisfaction Rating for October, November, and December 2019.

QUALITY ASSURANCE SPECIALIST - VXI GLOBAL SOLUTIONS, LLC

(2016-01 - 2019-01)

• Investigated complex customer and client complaints through root-cause analysis and word processing.
• Monitored calls, identified performance trends, and provided one-on-one coaching to agents on call flow and product knowledge.
• Prepared management reports using MS PowerPoint and conducted regular team huddles.

QUALITY ASSURANCE SPECIALIST - VXI GLOBAL SOLUTIONS, LLC

(2015-01 - 2016-01)

Handled chats and emails to resolve customer concerns efficiently.

CUSTOMER SERVICE REPRESENTATIVE - TELEPERFORMANCE

(2014-01 - 2015-01)

Handled call and chat interactions; awarded First Contact Resolution Achiever.

TIER 1 & 2 CUSTOMER SERVICE REPRESENTATIVE - SIXELEVEN GLOBAL SERVICES

(2012-01 - 2014-01)

• Promoted to Escalations/Tier 2 Agent to handle complex chat sessions and effectively de-escalate frustrated customers.
• Provided technical support for VOIP products.

TECHNICAL SUPPORT REPRESENTATIVE - CONCENTRIX

(2009-01 - 2010-01)

Supported networking products and successfully converted incoming technical calls into sales.

Bachelor of Science - Information Technology - University of the Immaculate Conception (2005-01 - 2009-01)