Digital Operations Specialist | Virtual Assistant
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Dynamic and detail-oriented professional with over 5 years of experience across Quality Analysis, Digital Marketing, and Customer Operations. Proven track record in evaluating performance metrics, mentoring teams to exceed service standards, and managing digital brand presence.
51Talk English Philippines Corp. (Online Education Platform)
*Conduct one-on-one, 25-minute English classes for young learners.
*Assess students' English skills and provide constructive feedback.
Foundever Philippines Corporation (BPO Industry: Amazon US / HP Printer)
*Facilitated "QA Talks" for new hires to align them with Quality Metrics and account policies.
*Conducted call audits and provided data-driven feedback to improve team scores.
*Analysed site-wide performance metrics via Operations/ERP dashboards to ensure service level agreements (SLA) were met.
*Managed high-priority escalation queues and complex inquiries while maintaining 100% compliance with service standards.
*Identified coaching opportunities for tenured agents to enhance future call performance.
Note: Promoted from Agent to QA Track within 9 months.
*Handled high-volume retail account inquiries for major US-based clients.
*Provided troubleshooting and technical assistance for hardware and connectivity issues.
EON Petroleum Corporation (Petroleum & Automotive Industry)
*Coordinated with the DTI for promo applications and managed marketing budgets and supplier negotiations.
*Managed administrative operations, including business permit compliance and regulatory filings.
*Oversaw interns in graphic design and digital marketing.
*Developed digital marketing content and provided professional assistance to walk-in guests.
*Utilized CRM systems to track customer lifecycles and identify marketing opportunities through data analysis.
Gold Deluxe Phils. Ltd. Co. (Online Gaming / Casino Industry)
*Navigated Proprietary Back-Office software to validate player data and generate merchant-facing reports.
*Resolved merchant inquiries regarding promotions, system glitch, interface problems.
Bachelor of Science in Tourism Management – Northwest Samar State University (2018)
