Customer Support Virtual Assistant
Resume:
ABOUT ME
Virtual Assistant with interna onal
experience working remotely for
an American company. Proac ve
problem solver with excep onal
communica on skills and
me culous a en on to detail.
Experience in an office
environment performing
administra ve du es and
providing support to execu ves.
Ability to handle daily challenges,
streamline opera ons, and ensure
the smooth func oning of the
business.
LINKS
h ps://www.linkedin.com/in/adria
no-sulapas-jr-97842b121/
Linkedin:
h ps://www.facebook.com/adrian
o.sulapas
Facebook:
WORK EXPERIENCE
SM City, Dasmariñas
Cavite
Dec 2022 - Mar 2024
• Provided comprehensive technical support for customer phone connec vity issues, ensuring swi resolu on and customer sa sfac on.
• Conducted in-depth expert reviews to iden fy and resolve addi onal account-related concerns, enhancing overall service quality.
Pasay City
Oct 2021 - Dec 2022
• Oversaw team's daily ac vi es, ensuring adherence to organiza onal standards and protocols.
• Conducted regular coaching and mentoring sessions to drive performance and achieve key performance indicators (KPIs).
• Handled escalated customer issues, delivering solu ons to improve sa sfac on and foster loyalty.
• Coordinated staff schedules and supported the crea on of compelling presenta ons and event organiza on.
• Executed comprehensive office management responsibili es to maintain opera onal efficiency.
Pasay City
Aug 2021 - Sep 2021 • Delivered excep onal customer support by addressing account-related inquiries, including billing issues and promo onal offers.
Pasay City
Dec 2019 - Jun 2021
Delivered excep onal customer support by addressing account- related inquiries, uncluding billing and promo ons. Quezon City
Jun 2019 - Dec 2019
• Delivered outstanding customer support, expertly resolving inquiries related to dental care coverage and benefits. Dasmariñas City,
Cavite
Dec 2016 - Mar 2019
• Expertly executed virtual and administra ve assistant du es for RecycleABook, a U.S.-based company.
• Conducted data extrac on to fuel lead genera on efforts.
• Developed and maintained a robust database of leads.
• Orchestrated mass email campaigns targe ng educators for textbook acquisi on opportuni es.
• Managed online selling accounts across pla orms such as eBay and Amazon, priori zing customer sa sfac on.
• Analyzed market trends and generated reports to strategically adjust pricing and enhance compe ve edge.
• Undertook ad-hoc tasks as required, demonstra ng flexibility and problem-solving skills.
Alabang, Mun nlupa
Oct 2015 - Aug 2016
• Directed daily opera ons within the Data Opera ons unit, ensuring efficient processing and integra on of data.
• Developed strategies for rapid data extrac on and cleansing to enhance database accuracy and integrity.
• Formulated and disseminated opera onal guidelines to assist leadership in naviga ng daily challenges.
• Collaborated with the leadership team to monitor and op mize performance metrics.
Las Piñas City
Feb 2013 - Oct 2015
• Spearheaded organiza onal development ini a ves as the in- house subject ma er expert, op mizing opera onal structures across all business units.
• Cra ed comprehensive job descrip ons for all roles within opera onal divisions, aligning with strategic business objec ves.
• Facilitated employee personal growth programs, fostering a culture of posi ve mindset and workplace adaptability. Las Piñas City
Dec 2011 - Jan 2013
• Directly accountable to the Vice President of Opera ons for overseeing daily business unit func ons.
• Executed strategic planning to ensure adherence to Service Level Agreements.
• Partnered with the leadership team to develop and implement performance op miza on strategies.
• Responsible for construc ng and overseeing the unit's annual opera onal budget.
• Decisive in resolving complex opera onal challenges.
• Ac vely involved in the recruitment process for unit-wide posi ons.
• Maintained clear and effec ve communica on with clients and senior management regarding performance metrics, obstacles, and achievements.
Las Piñas City
Mar 2007 - Nov 2011
• Managed daily opera ons of the Direct Channel business unit, repor ng directly to the Channel Manager.
• Spearheaded strategic planning ini a ves to maintain compliance with Service Level Agreements.
• Collaborated with senior leadership to devise and execute performance enhancement strategies.
• Demonstrated decisive problem-solving skills in addressing intricate opera onal issues.
• Assisted in formula ng the annual opera onal budget alongside the Channel Manager.
• Served as the ac ng officer in charge, overseeing the en re unit during the Channel Manager's absence.
• Maintained con nuous communica on with the Channel Manager to review daily performance, tackle challenges, and celebrate milestones.
Las Piñas City
Mar 2006 - Mar 2007
• Directly reported to the Assistant Channel Manager/Channel Manager, ensuring clear lines of communica on and leadership adherence.
• Managed daily opera ons of assigned teams, overseeing workflow and produc vity to meet organiza onal goals.
• Collaborated in developing the process manual for client projects, contribu ng to clear guidelines and opera onal standards.
• Partnered with Team Leaders to formulate strategic ac on plans aimed at enhancing process efficiency and quality.
• Spearheaded the automa on of Team Leaders' daily reports, op mizing efficiency and improving team communica on.
• Engaged in regular discussions with the Assistant Channel Manager to review team performance, address challenges, and celebrate achievements.
Las Piñas City
May 2005 - Mar 2006
• Directly reported to the Produc on Supervisor, ensuring seamless leadership communica on.
• Managed daily opera ons of the team, maintaining high opera onal standards.
• Acted as the primary point of contact for process-related queries from team members.
• Collaborated with the Produc on Supervisor to develop comprehensive process manuals for projects.
• Delivered effec ve coaching and mentoring to enhance team performance and produc vity.
• Engaged in daily briefings with the Produc on Supervisor to review performance metrics, address challenges, and celebrate milestones.
Las Piñas City
Sep 2004 - May 2005
• Executed me culous data entry tasks, producing
comprehensive property reports cri cal for the formula on of tailored insurance policies.
• Demonstrated ini a ve by mastering diverse processes within the assembly produc on line, significantly enhancing team efficiency and exper se.
EDUCATION
Pasay City
1981
Pasay City
1985
Manila
1986
SKILLS
COMPUTER SKILLS - MS OFFICE
PROGRAMMING; WINDOWS SPORTS SKILLS - DARTS MANAGEMENT PEOPLE HANDLING PROCESS IMPROVEMENT
PERFORMANCE MANAGEMENT
EXCEPTIONAL PROFICIENCY IN WRITTEN AND
SPOKEN ENGLISH COMMUNICATION
EXCEPTIONAL ORGANIZATIONAL SKILLS STRONG TIME-MANAGEMENT SKILLS PROFICIENCY IN MICROSOFT OFFICE AND
OTHER OFFICE PRODUCTIVITY TOOLS FLEXIBLE TEAM PLAYER ABILITY TO ORGANIZE AND COORDINATE
MULTIPLE PROJECTS AT ONCE EVENT COORDINATION EXPERIENCE UPPER MANAGEMENT CUSTOMER SERVICE
RMS COLLECT PHILS,
INC. (AN IQOR
COMPANY)
Technical Care Specialist (T-Mobile)
EPERFORMAX
CONTACT CENTER &
BPO
Team Leader 1 (Sprint Customer Care and Reten on)
VISION X ONE Customer Care Specialist
EPERFORMAX
CONTACT CENTER &
BPO
Customer Care Specialist
HINDUJA GLOBAL
SOLUTIONS
Customer Care Specialist
UPSHOT
MANAGEMENT
CONSULTANCY
(REMOTE)
Owner/Virtual Assistant/Administra ve Assistant
ENVIROSITE CORP.
(AN AMDATEX
COMPANY)
Opera ons Manager, Data Opera ons
AMDATEX LAS
PIÑAS SERVICES,
INC.
Organiza onal Development Specialist
AMDATEX LAS
PIÑAS SERVICES,
INC.
Channel Manager, Eastern Channel
AMDATEX LAS
PIÑAS SERVICES,
INC.
Assistant Channel Manager, Direct Channel
AMDATEX LAS
PIÑAS SERVICES,
INC.
Produc on Supervisor, Direct Channel
AMDATEX LAS
PIÑAS SERVICES,
INC.
Produc on Line Leader, WordPro Business Unit
AMDATEX LAS
PIÑAS SERVICES,
INC.
Business Process Associate (BPA), WordPro Business Unit RIZAL CITY SCHOOL Elementary
STA. CLARA PARISH
SCHOOL
Secondary
MAPUA INSTITUTE
OF TECHNOLOGY
BS in Electronics & Communica ons Engineering
ADRIANO JR.
SULAPAS
Block 6, Lot 43, Israel St., Camella
Barcelona Phase 4, Buhay Na tubig,
Imus, Cavite 4103, Imus City, 4103,
Philippines
ad5tk4@r.postjobfree.com
Contact this candidate