Cebu, Central Visayas, Philippines
I help busy founders, executives, and growing teams stay organized, supported, and efficient—remotely. With 18+ years across technical support, team leadership, and executive virtual assistance, I sit comfortably at the intersection of people, processes, and technology. My career began on the frontline of technical support for Dell products and grew into leading customer-support teams. Since 2017 I've worked remotely with clients across the US, Australia, and Canada—handling everything from payroll and HR coordination to IT help desk, e-commerce operations, and process automation. What I bring to a team: • Executive & admin support — calendar/inbox management, travel coordination, research, scheduling • Payroll & HR — payroll processing (Xero, Deputy), candidate screening & resume review (Seek) • IT & technical support — help desk, hardware/software troubleshooting, wireless network reporting (Ekahau) • Automation & reporting — workflow automation (Zapier, Trello), dashboards & reports (Excel, Google Sheets, basic Python) • E-commerce — product uploads & order fulfillment (Shopify) Tools I use daily: Xero, Deputy, Zapier, Trello, Freshdesk, Slack, Microsoft Teams, Shopify, Google Workspace, and Microsoft Office. I'm currently open to remote opportunities in operations, executive assistance, and technical/customer support. Feel free to connect or message me—I'd love to hear how I can help your team.
• Lead the remote bookings team, coordinating schedules and workflows to ensure timely, accurate service delivery. • Oversee day-to-day operations and support quality • Coach team members and standardize processes to improve efficiency and customer satisfaction.
• Delivered front-line customer support across [email/chat/phone], resolving inquiries promptly and professionally. • Maintained high response and resolution standards, contributing to team performance targets.
• Streamlined time-tracking and payroll processing using Deputy and Xero, improving accuracy and turnaround. • Screened candidates and evaluated resumes via Seek, supporting faster, better-informed hiring decisions. • Built data-driven reports and dashboards in Google Sheets to guide business decisions. • Managed end-to-end e-commerce operations on Shopify—product uploads, order processing, and fulfillment. • Automated routine workflows with Zapier and Trello, cutting manual effort and freeing time for higher-value work.
• Provided executive administrative support: research, travel arrangements, and appointment coordination. • Generated detailed wireless network reports using Ekahau Wireless Survey and built JSON-based report templates. • Authored automation scripts to streamline tasks in Microsoft Excel and Google Sheets. • Delivered IT help desk support—troubleshooting Call Box systems and computer hardware. • Scheduled and organized interviews, improving recruitment efficiency.
• Managed a customer-support team, driving performance to exceed servicequality and SLA objectives. • Led onboarding and training on operational protocols and product/service knowledge. • Strengthened cross-functional collaboration for seamless customer-support delivery. • Maintained rigorous confidentiality and knowledge-management standards. • Analyzed team performance metrics to inform strategic decisions.
• Expertly managed team escalations, ensuring swift and effective resolution of complex issues. • Delivered comprehensive technical support to team members, contributing to efficient ticket management. • Conducted regular floor walks to monitor agent performance and provide on-the-spot assistance. • Produced detailed reports capturing both individual and team performance metrics for strategic analysis.
• Provided telephone technical support for Dell hardware and software, resolving issues with empathy and efficiency. • Consistently met KPIs including SLAs, average handle time, and productivity targets. • Owned trouble tickets end-to-end, following up proactively until full resolution per Dell standards.