Ronelyn
Digital Operations Specialist | Virtual Assistant
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About
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.
Experience
51Talk English Philippines Corp. (Online Education Platform)
- Independent Service Provider | May 2026 to Present
*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)
- Quality Analyst Apprentice | July 2025 to Jan 2026
*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.
- Account Specialist Apprentice | Jan 2025 to Jun 2025
*Managed high-priority escalation queues and complex inquiries while maintaining 100% compliance with service standards.
- Quality Analyst Track Trainee | Jul 2024 to Jan 2025
*Identified coaching opportunities for tenured agents to enhance future call performance.
Note: Promoted from Agent to QA Track within 9 months.
- Retail Customer Service Representative | Oct 2023 to Jul 2024
*Handled high-volume retail account inquiries for major US-based clients.
- Technical Support Customer Service Representative | May 2023 to Oct 2023
*Provided troubleshooting and technical assistance for hardware and connectivity issues.
EON Petroleum Corporation (Petroleum & Automotive Industry)
- Marketing Associate | Oct 2022 to May 2023
*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.
- Marketing Assistant/Front Desk Reliever | Jun 2021 to Sep 2022
*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)
- Non-Voice Customer Service Representative | Sep 2018 to Sep 2020
*Navigated Proprietary Back-Office software to validate player data and generate merchant-facing reports.
*Resolved merchant inquiries regarding promotions, system glitch, interface problems.
Education
Bachelor of Science in Tourism Management – Northwest Samar State University (2018)
