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.
