Mac Gyver Saballa
Virtual Assistant / Customer Service Associate
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About
Experienced Customer Support Specialist with over 10 years of combined experience across email, chat, and blended support environments including SaaS, travel, e-commerce, compliance, and BPO operations. Proven ability to manage high-volume support queues, maintain strong CSAT, handle escalations, and support international clients. Experienced in remote work, documentation, quality assurance, and team leadership.
Experience
Criminal Records Specialist / Verification Specialist at Enchanted Fairies (2023-02 – Present)
- Conducted background and criminal record checks
- Reviewed sensitive documentation with high accuracy
- Coordinated with internal teams and external agencies
- Maintained compliance and confidentiality standards
Virtual Assistant / Team Lead at Sterling Talent Solutions (2022-11 – 2024-06)
- Led and supported a remote team - Monitored performance and ensured quality output
- Assisted in onboarding and coaching new hires
Customer Service / Email Support – BoxyCharm at Hopla.Online (2020-09 – 2021-09)
- Handled high-volume email support for e-commerce clients
- Resolved subscription, billing, and shipping concerns
- Maintained high customer satisfaction scores
Customer Service / Email Support – BoxyCharm at HelloConnect (2021-09 – 2021-11)
- Managed customer inquiries via email support
- Resolved order, delivery, and account-related issues
- Met SLA and quality standards during peak periods
Senior Customer Service Representative at Convergys Philippines Services Corporation / Concentrix (2013-06 – 2020-07)
Key Responsibilities & Achievements:
- AT&T DIRECTV (AEG) – Subject Matter Expert / Coach
- Provided high-quality customer service through voice, email, and chat channels for DIRECTV and KLOOK Travel clients
- Handled complex inquiries, escalations, and troubleshooting, ensuring SLA and KPI targets were consistently met
- Served as Subject Matter Expert (SME) for AT&T DIRECTV, mentoring agents and providing real-time coaching to improve performance
- Conducted team training sessions and supported quality assurance initiatives, ensuring compliance with company standards
- Assisted in blended support operations for travel and entertainment services, including bookings, account management, and billing inquiries
- Maintained high customer satisfaction (CSAT) scores while efficiently managing high-volume queues
Service Crew at Tropical Hut (2007-04 – 2007-09)
- Provided frontline customer service, handled orders, ensured a clean, safe environment
Education
BS in Business Administration – Philippine School of Business Administration (PSBA)
