June Reyes

Detail-oriented and highly organized professional with extensive experience in the Business Process Outsourcing (BPO) industry, with a strong background in team leadership, customer escalation management, performance coaching, process improvement, administrative support, and marketing communications. After an extended career break to focus on family, I am now returning to the workforce with a renewed commitment to building a career in Virtual Assistance. I bring strong organizational, multitasking, problem-solving, and communication skills, along with a proven ability to manage responsibilities efficiently, work independently, and provide reliable administrative and customer support.

Small Business Assistant at Personal Independent Small Business Activity (2021-01 – Present)

• Assist in managing daily operations of a small food franchise, including staff coordination by phone and daily cash handling.
• Requires limited daily time, allowing full availability for a full-time remote role.

Full-Time Parent at Career Break / Full-Time Parent (2009- 2021)

Took a planned career break to focus on raising my child and managing family responsibilities.

• Managed household schedules, planning, budgeting, purchasing, appointments, and multiple competing priorities requiring organization, time management, adaptability, and independent decision-making.

Customer Care Manager / Resolutions Specialist Manager at Dell Computers (Dell International Services) (2005-2009)

• Managed and resolved customer escalations by researching issues, coordinating with internal teams, and ensuring timely and appropriate resolutions.
• Conducted regular performance coaching and one-on-one sessions, reviewed performance metrics, and developed actionable improvement plans to increase productivity and service quality.
• Coordinated weekly cross-functional calibration meetings between business and quality teams to align standards, improve consistency, and strengthen customer service processes.
• Managed team schedules, activities, and operational priorities, ensuring effective resource coordination and maintaining high customer experience standards.
• Coordinated cross-functional meetings and weekly calibration sessions with business, quality, training, and operations teams to standardize processes, align expectations, and improve service quality.
• Facilitated training sessions, awareness programs, focus group discussions, and stakeholder meetings, effectively communicating process updates, gathering feedback, and supporting continuous improvement initiatives.

Quality Assurance Specialist / Customer Service Representative at Infonxx Phils (now KGB)

(2002 – 2005)

• Monitored daily performance and service quality of Customer Service Representatives (CSRs) and trainees across multiple locations, ensuring compliance with established quality and customer service standards.
• Analyzed weekly Quality Assurance (QA) scores and performance data across multiple call centers, prepared detailed reports, and presented findings to management to support performance improvement initiatives.
• Provided coaching, feedback, and performance recommendations to CSRs based on quality results, process adherence, and customer satisfaction metrics.
• Participated in team and call center meetings, communicated process updates and performance insights, and collaborated with teams to identify issues and implement effective solutions.

Marketing Communications Assistant / Human Resource Assistant at Phil-Nippon Kyoei Corporation (2001- 2002)

• Provided administrative and marketing support by preparing marketing bulletins, updating company brochures, and maintaining accurate promotional materials.
• Maintained and updated company website content, including news, events, projects, and other business-related information to ensure timely and accurate communication.
• Supported Human Resources operations by maintaining employee records, preparing personnel documentation, coordinating appointments and regularization requirements, and assisting with government compliance documents.
• Assisted with recruitment, employee training, and organizational projects, including preliminary applicant interviews, training program preparation, and coordination of employee development activities.

BA in Mass Communication (Major in Journalism) – University of the Philippines Diliman, Quezon City