Roniza Calipay

Experienced Virtual Assistant and Customer Support Professional with more than nine years of experience in customer service, technical support, administrative coordination, and remote operations management. Skilled in CRM systems, scheduling, client communication, onboarding, KPI monitoring, and process improvement. Proven ability to work in fast-paced remote environments while delivering excellent customer satisfaction and operational efficiency.

Account Manager/Dispatcher - Proguard Locksmith

(2025-07 - 2026-04)

• Managed day-to-day remote operations and ensured SLA compliance
• Oversaw CRM systems and improved lead tracking efficiency
• Monitored KPIs and coached team to improve performance
• Handled payroll, scheduling, and workforce tasks

Transaction Coordinator - Meraki

(2022-09 - 2025-04)

• Managed inbound and outbound calls for onboarding and post-sale processes
• Scheduled Zoom meetings and maintained documentation
• Handled client inquiries and support tasks

Onboarding Coordinator - Lightspeed

(2022-07 - 2025-04)

• Managed inbound and outbound calls for onboarding schedules and client communication for financial software account
• Coordinated with teams for smooth onboarding
• Maintained client records and follow-ups

Appointment Setter - Emergency Dental Services

(2021-07 - 2022-07)

• Handled inbound and outbound calls to schedule patient appointments
• Verified patient information and ensured accurate booking details
• Maintained high call volume while delivering excellent customer service
• Updated CRM with appointment details and patient records

Technical Support Representative - Ring Video Doorbell

(2018-02 - 2021-07)

• Delivered technical support for Ring Video Doorbell, resolving connectivity, setup, and performance issues
• Assisted customers via phone/chat/email, ensuring fast and accurate issue resolution
• Guided users on device setup, app usage, and troubleshooting steps
• Maintained detailed records of interactions using CRM tools

Customer Service Representative - Sprint

(2017-02 - 2017-07)

• Managed customer inquiries on billing, plans, and service issues for Sprint accounts
• Resolved concerns and provided basic technical troubleshooting
• Upsold services and processed account updates using CRM systems
• Maintained high CSAT and met performance targets

Associate Degree - Hotel and Restaurant Services - Iligan Computer Institute (2011 - 2013)