Mylinh Pons

Virtual Assistant – Customer Service & Scheduler (Australian Account) - Rite Price Heating and Cooling - Service Department

(2025-01 - 2026-03)

• Managed inbound and outbound customer communications (calls, emails, and chat) for an Australian-based client, ensuring prompt and professional.
• Scheduled, coordinated, and optimized daily appointments for field technicians, ensuring efficient routing and time management.
• Handled customer inquiries, service bookings, rescheduling, and follow-ups while maintaining high customer satisfaction.
• Maintained accurate job records, service histories, and customer details using CRM and scheduling systems.
• Provided quotations, basic troubleshooting guidance, and service information to clients.
• Resolved customer concerns and escalations with a solution-focused approach.

Leasing Specialist - Sweet Staycation at South Residences

(2020-05)

• Administer Facebook page activities by creating daily content, managing paid advertisements, and efficiently handling guest inquiries and reservations.
• Manage end-to-end leasing processes, assisting property owners in securing long-term tenants for condominium units.
• Prepare, review, and facilitate lease agreements and all required documentation to ensure smooth contract execution.
• Coordinate unit preparation and furnishing based on tenant requirements and preferences.
• Oversee and manage short-term rental listings on Airbnb and Agoda, achieving and maintaining Superhost status.
• Handle guest communications, including booking confirmations, check-in/ check-out coordination, and issue resolution.
• Monitor occupancy and performance, preparing and presenting detailed monthly revenue reports for unit owners.
• Ensure high standards of customer service to enhance guest satisfaction and repeat bookings.

Virtual Assistant – Appointment Setter

(2019-03 - 2020-04)

• Conducted outbound calls to property leads in Maryland using IQ Dialer and Mojo, assessing their interest in selling their properties.
• Clearly explained the sales process and addressed inquiries from prospective sellers.
• Maintained accurate and organized daily call logs and performance reports.
• Qualified leads and endorsed interested clients to U.S.-based Property Evaluators for further assessment.
• Demonstrated strong communication and persuasion skills to build rapport and generate quality leads.

Owner / Shop Manager - Matt n' Miles Creation

(2011-11)

• Manage overall business operations for both online and physical retail, specializing in made-to-order crochet products.
• Handle sales of crochet and knitting supplies, ensuring product availability and quality.
• Source and procure materials from suppliers to support production and inventory needs.
• Design and create customized crochet items based on client specifications.
• Conduct crochet workshops for beginners and enthusiasts, providing hands-on training and guidance.
• Lead and supervise a facebook Group of 10k members from initial concept design to execution of crochet installations. From Ayala Malls, BGC malls, and the latest is a 40 feet Christmas tree in the center of Rizal Park 2025 (a national park in Metro Manila) last December
• Coordinate directly with clients to discuss requirements, specifications, and timelines for said installations
• Maintain strong customer relationships to drive repeat business and referrals.

Customer Service Representative – APAC Region - APAC Customer Service

(2007-06 - 2009-12)

• Delivered customer service support to healthcare and pharmacy service providers for a medical account.
• Handled claims inquiries by retrieving claim details and providing accurate status updates and breakdowns.
• Provided benefit information and coverage details for patient accounts.
• Assisted providers in locating accredited medical and pharmacy partners.
• Authorized transaction overrides for pharmacy claims when necessary.
• Reviewed benefits for potential adjustments and ensured accurate account processing.

Reservations & Hotel Support Specialist - SC Reservations Inc. (InterContinental Hotels Group)

(2005-10 - 2007-06)

• Managed inbound calls for loyalty program members, handling account inquiries and support requests.
• Performed account maintenance, including updates, corrections, and account consolidations.
• Processed hotel reservations, modifications, special requests, and cancellations.
• Responded to member emails and ensured timely resolution of requests.
• Generated and analyzed daily revenue reports for hotels across the EMEA region.
• Coordinated with General Managers, Revenue Managers, and regional leaders regarding reporting concerns.
• Conducted quality assurance checks on team reports to ensure accuracy and consistency.
• Investigated and resolved reporting discrepancies prior to distribution.
• Handled email inquiries and supported hotel teams with operational requests.
• Delivered weekly performance reports to team managers and stakeholders.
• Provided support to team members by assisting with complex queries.

B.S. - Computer Science - Trinity College of Q.C. (1997-03)