Virtual Assistant & Project Manager | 10+ Years Experience

I have consistently demonstrated a strong aptitude for project management throughout my career, successfully leading and delivering projects on time and within budget. In my role as Client Support Specialist at Kindest Nonprofit Solutions, Inc., I managed the implementation and optimization of the HubSpot CRM, ensuring it met the needs of the team and contributed to overall efficiency. As a Virtual Project Manager at HP Reliability, Inc., I effectively managed multiple client projects, coordinating with vendors and freelancers to ensure timely delivery of deliverables and providing regular progress reports to clients. At ALSOF Publishing, as an Internal Inbound Marketing Manager, I successfully managed client projects from pre- to post-production, coordinating with freelancers, implementing project management tools, and ensuring timely completion of tasks. During my time at Taking You Forward, Inc., I served as a Program Implementation Manager, overseeing small to medium scale program implementation across Asia Pacific and North American sales regions. I assessed client needs, determined project plans, scheduled agendas with training curricula, and ensured client satisfaction through follow-up and communication. I also liaised with project stakeholders, assisted with invoicing and follow-ups on billable payments, and developed processes and procedures for business development and program implementation departments. To complement my practical experience, I have pursued certifications and training in project management, including a Diploma in Project Management from ALISON,

I have consistently provided exceptional customer service throughout my career, earning high satisfaction ratings and exceeding performance targets. In my most recent role as a Client Support Specialist at Kindest Nonprofit Solutions, Inc., I provided comprehensive support to clients and donors through various channels, including email, chat, phone, and Google Meet. I resolved technical issues, answered inquiries, and ensured a smooth user experience through product demonstrations and client onboarding. I also managed the Stripe platform, handling payment disputes and refunds, and built and optimized the HubSpot CRM for support, knowledge base creation, and sales automation. At Sykes Asia Inc., I provided exceptional customer service and technical support to Verizon Wireless corporate customers, resolving device and SIM activation issues, troubleshooting technical problems, and addressing billing inquiries and disputes. I successfully de-escalated customer complaints and consistently met or exceeded performance targets. As an Author Services Representative at Author Solutions Philippines Inc., I provided exceptional customer service and support to authors, educating them on service and process requirements and guiding them through the publishing journey. I managed multiple book projects simultaneously, ensuring timely completion and adherence to quality standards. I also coordinated with various departments to address authors' concerns and resolve issues related to layout, design, and royalties. At Alorica Philippines, I provided exceptional customer service to 1-800-Flowers customers and clients, effectively addressing inquiries, resolving billing disputes, processing orders, and upselling products. I demonstrated strong problem-solving skills by de-escalating customer complaints and finding satisfactory resolutions, resulting in increased customer satisfaction ratings. At Concentrix, I provided exceptional customer service and technical support to Sprint Mobile customers, resolving billing inquiries and troubleshooting issues, while also identifying opportunities to upsell appropriate call plans. I also demonstrated expertise in QuickBooks installation and troubleshooting, assisting customers with technical issues, and offering upgraded support plan options, resulting in high customer satisfaction and recognition as the #2 top performer for Resolution Rate in April and May 2009. These experiences, combined with my natural inclination towards providing excellent service and my dedication to continuous learning, have equipped me with a comprehensive understanding of customer service principles and best practices. I am confident in my ability to provide top-notch customer service in any industry and am eager to continue exceeding customer expectations.

I have a strong background in technical support, consistently delivering prompt and effective solutions to resolve customer issues. In my role as Client Support Specialist at Kindest Nonprofit Solutions, Inc., I addressed a wide range of technical inquiries related to subscriptions, payments, and refunds. I also collaborated with engineering teams, reporting bugs and technical issues through Jira helpdesk to ensure timely resolution. At Sykes Asia Inc., I provided technical support to Verizon Wireless corporate customers, resolving device and SIM activation issues, troubleshooting technical problems, and addressing billing inquiries. I consistently met or exceeded performance targets, including average handling time, customer satisfaction ratings, and first-call resolution rates. As a Desktop Support I at Teletech Customer Care Management Philippines Inc., I provided technical troubleshooting and support to HP printer customers in the US and Asia-Pacific regions, resolving issues promptly and ensuring customer satisfaction. I also consistently achieved up-sales targets by effectively promoting additional products and services to customers. At Concentrix, I provided exceptional customer service and technical support to Sprint Mobile customers, resolving billing inquiries and troubleshooting issues. I also demonstrated expertise in QuickBooks installation and troubleshooting, assisting customers with technical issues and offering upgraded support plan options. These experiences, combined with my training in various software and technologies, have equipped me with a comprehensive understanding of technical support principles and best practices. I am confident in my ability to diagnose and resolve technical issues efficiently and effectively, ensuring customer satisfaction and minimizing downtime.

I have over five years of experience in sales and business development, consistently exceeding targets and fostering strong client relationships. At Bennion Group, I led a high-performing team of four sales professionals, exceeding revenue targets through strategic B2B sales prospecting, lead qualification, and appointment setting. I utilized web research and intelligence tools to identify and assess prospects, ensuring alignment with the target customer profile. I also conducted cold calls to C-level decision-makers, effectively navigating gatekeepers and securing appointments with our client's sales team. Additionally, I spearheaded strategic business development campaigns, including tradeshow campaigns and free webinars, to expand market reach and maintain a healthy sales pipeline. At Suite 900 Group, Inc., I developed and maintained relationships with new clients by promptly responding to leads, delivering customized presentations, and providing accurate price quotations. I collaborated with web developers to ensure seamless acquisition of new accounts and effective project execution. I also conducted lead mining and qualification, aligning prospects with our service offerings to maximize conversion rates. Furthermore, I utilized cold calling and email campaigns to prospect and engage potential clients, resulting in a 30% increase in lead generation. At Taking You Forward, Inc., I contributed to attracting new businesses and investments in the Asia Pacific region by mining and qualifying leads, conducting market research, and negotiating and closing deals. I also collaborated with program managers to ensure the growth and expansion of assigned programs. In my role as a Virtual Assistant at Mad Badgers Media, I supported business development efforts by managing the Managing Director's calendar, scheduling meetings, and sending personalized messages for sales prospecting via LinkedIn and email. This resulted in an increase in lead generation and conversion rates. To complement my practical experience, I've completed the e-commerce and Digital Marketing Training program by Unionbank through Redwizard Events Management. This training provided me with a comprehensive understanding of e-commerce and digital marketing principles, including lead generation, customer acquisition, and online sales strategies. I have also earned the HubSpot Inbound Marketing Certification and the HubSpot Sales Software Certification. These certifications equipped me with the knowledge and skills to attract, engage, and delight customers using inbound marketing methodologies, and enhanced my understanding of inbound sales techniques, enabling me to identify and close active and passive prospects more effectively.

I have a strong track record of analyzing, documenting, and improving processes to enhance efficiency and productivity. In my role as Client Support Specialist at Kindest Nonprofit Solutions, Inc., I spearheaded the development and optimization of the HubSpot CRM, transforming it into a powerful tool for support, knowledge base creation, and sales automation. I also improved internal processes and workflows, creating comprehensive knowledge bases and training materials for new hires. At Eruditio, LLC, as a General Virtual Assistant, I developed and refined internal processes, resulting in significant improvements in operational efficiency. I also conducted quality assurance on training and presentation documents, ensuring error-free and consistent communication. As a Virtual Project Manager at HP Reliability, Inc., I actively sought out opportunities to enhance efficiency by identifying and resolving data inconsistencies, streamlining freelancer coordination, and refining internal documentation and procedures. During my time at Taking You Forward, Inc., I served as both a Program Implementation Manager and a Business Process Improvement Officer, where I developed and documented processes for business development and program implementation departments, ensuring clarity, consistency, and effectiveness. I also optimized the Sales CRM to align with existing policies and procedures, implementing reporting schedules, templates, email automation, and other enhancements that improved the team's productivity and effectiveness. To complement my practical experience, I have pursued training in process improvement methodologies, including a Diploma in Project Management from ALISON, which covered process mapping as part of the project planning and design phases. Additionally, I participated in the

I have over five years of experience in sales, consistently exceeding targets and fostering strong client relationships. At Bennion Group, I led a high-performing team of four sales professionals, exceeding revenue targets through strategic B2B sales prospecting, lead qualification, and appointment setting. I utilized web research and intelligence tools to identify and assess prospects, ensuring alignment with the target customer profile. I also conducted cold calls to C-level decision-makers, effectively navigating gatekeepers and securing appointments with our client's sales team. Additionally, I spearheaded strategic business development campaigns, including tradeshow campaigns and free webinars, to expand market reach and maintain a healthy sales pipeline. At Suite 900 Group, Inc., I developed and maintained relationships with new clients by promptly responding to leads, delivering customized presentations, and providing accurate price quotations. I collaborated with web developers to ensure seamless acquisition of new accounts and effective project execution. I also conducted lead mining and qualification, aligning prospects with our service offerings to maximize conversion rates. Furthermore, I utilized cold calling and email campaigns to prospect and engage potential clients, resulting in a 30% increase in lead generation. At Taking You Forward, Inc., I contributed to attracting new businesses and investments in the Asia Pacific region by mining and qualifying leads, conducting market research, and negotiating and closing deals. I also collaborated with program managers to ensure the growth and expansion of assigned programs. In my role as a Virtual Assistant at Mad Badgers Media, I supported business development efforts by managing the Managing Director's calendar, scheduling meetings, and sending personalized messages for sales prospecting via LinkedIn and email. This resulted in an increase in lead generation and conversion rates. While at Teletech, I consistently achieved up-sales targets by effectively promoting additional products and services to customers. I have completed the HubSpot Sales Software Certified course, which enhanced my understanding of inbound sales techniques, enabling me to identify and close active and passive prospects more effectively.

I have a solid foundation in marketing, primarily focused on digital and inbound strategies. Throughout my career, I've actively engaged in various marketing activities, including managing social media marketing efforts, significantly increasing a company's Facebook page following from 98 to approximately 3,000. I've also collaborated with leadership to develop and manage comprehensive content/editorial calendars, resulting in increased traffic and engagement on owned properties. I've created and published high-quality content across various formats, including blog posts, whitepapers, ebooks, reports, webinars, and infographics. Additionally, I've contributed to the improvement of sales and marketing strategies by providing valuable insights and suggestions for optimization. To complement my practical experience, I've completed several relevant training courses and certifications: HubSpot Inbound Marketing Certification (by HubSpot Academy, certificate link: https://1drv.ms/b/s!ArkOYvgM-h4V5hyfZL6ZWbST6ugV), E-commerce and Digital Marketing Training (by Unionbank thru Redwizard Events Management, certificate link: https://1drv.ms/b/s!ArkOYvgM-h4VgoUyhD-vNhGzb7uk6Q), SEO For Dummies: Learn to Build Your Marketing Strategy & Become #1 (by BitDegree, certificate link: https://1drv.ms/b/s!ArkOYvgM-h4Vg6d97z5VcitdltBjHQ), How to Advertise on Google: The Ultimate Guide on E-Commerce Ads (by BitDegree, certificate link: https://1drv.ms/b/s!ArkOYvgM-h4Vg6d97z5VcitdltBjHQ?e=K5wtgj), and various courses on Facebook Advertising and Facebook Pixel (Udemy). While my primary focus has been on sales and business development, my experience and training in digital and inbound marketing have equipped me with a solid understanding of marketing principles and strategies. I am confident in my ability to contribute to marketing efforts and am eager to continue learning and expanding my skills in this area.

While my work hasn't always explicitly involved creating visual process maps, I have a solid foundation in analyzing and documenting processes, which are key components of process mapping. For instance, as a Client Support Specialist at Kindest Nonprofit Solutions, Inc., I analyzed and optimized workflows within the HubSpot CRM, identifying bottlenecks and implementing solutions to enhance efficiency and user experience. This involved understanding the existing processes, documenting them, and proposing improvements based on data and user feedback. Similarly, as a General Virtual Assistant at Eruditio, LLC, I developed and improved internal processes, which required a deep understanding of how tasks were currently being performed and identifying areas for optimization. This involved documenting the steps involved in each process, analyzing their effectiveness, and implementing changes to streamline workflows. Although I haven't used dedicated process mapping software extensively (beyond MS Visio), my experience in process analysis and documentation, combined with my training in project management and business analysis, demonstrates my ability to effectively understand, analyze, and optimize complex workflows. I am confident in my ability to quickly learn and apply process mapping tools to visually represent and improve processes.