Customer Success Virtual Assistant

PROFESSIONAL SUMMARY

EDUCATION

EXPERTISE

Customer Success Management

& Client Support

Virtual Assistance & Task

Coordination

CRM & Marketing Tools

(HubSpot, MailChimp)

Survey Scripting & Data

Handling

Project & Operations

Management

Workflow Tools (Asana,

Dropbox, Google Suite)

eBay, Amazon, Shopify & Other

eCommerce platforms

ABOUT ME

MERIAM

Resourceful and dedicated Customer Success and

Virtual Assistant professional with over a decade of experience supporting clients, managing projects,

handling customer queries, and driving operational efficiency. Skilled in survey scripting, data processing, account management, and cross-functional

coordination. Adept at using modern CRM, marketing, and productivity tools to ensure client satisfaction and service excellence. A fast learner, excellent

communicator, and reliable problem-solver

committed to continuous growth.

*********@*****.***

+639**-***-****

BSED - Mathematics

2009-2013

Mandaue City, Cebu, 6014

Independent Contractor

Cebu Normal University

EPE-MABANAG

College Graduate

linkedin.com/in/epemeri19/

Have experience at a marketplace, e-commerce, and

SaaS company / startup.

An exceptional communicator - working remotely

means you pay especially close attention to providing details, context, and driving alignment.

Has a foundation of technical knowledge of SaaS

tools, how they’re built, and an ability to identify script-based or plagiarized tools.

Highly experienced using customer support

platforms such as HelpScout & Intercom.

Fluid & high-powered Slack communication skills.

Experienced working within CRM tools such as

HubSpot, Salesforce, Pipedrive, etc.

Experienced in creating SOPs, drafting project

management documentation within platforms like

Confluence, Notion, etc.

Comfortable communicating key results and findings during team and department meetings.

Highly driven with a completist’s mindset and are an accountable remote team member.

REFERENCE

Professional references available

upon request.

INDEPENDENT CONTRACTOR

MERIAM EPE-MABANAG

AppSumo.com (Digital Marketplace)

Texas, USA

Marketplace Quality Assurance Specialist (08/2022 – 07/2025) Help launch thousands of top B2B tools like Mailchimp, Evernote, Intercom, and Dropbox just to name a few.

Responsible for serving as a gatekeeper and content monitor for all prospective products looking to launch on AppSumo’s marketplace.

Investigating/Reviewing a Draft/Pending Submission Review Draft/Pending/Revised Submission as Rejected / Needs Revision / Passed Reply on emails in HelpScout and close the ones that are done. The Thinking Studio Ltd (Trading as Yabble)

Auckland, New Zealand

Operations Executive (04/2021 – Present)

Actively participating in the weekly research WIP meeting. Upholding the company values and our quarterly OKR’s.

Ensure financial reporting and analysis are both accurate and up to date. Scripting and testing of surveys. Assist the data & scripting support person with Yabbler queries. Data exports and transfers for customers with external dashboards. Supporting clients with platform queries, complicated logic, user set-ups. Focused on responsiveness to all customer queries within a reasonable timeframe and staying on-top of any follow-ups required.

Work with the Technical Team, ensuring prompt and accurate feedback is provided around software technical issues.

Supporting the company in being stringent with security measures and ensuring all security standards are upheld.

Dynata Phils Inc.

Bldg. 7, MEPZ II, Basak, Lapu-Lapu City

Account Manager - ANZ (04/2019 – 04/2021)

Develop knowledge of online research and fieldwork techniques. Identify and implement new or improved internal procedures and processes. Undertake administrative tasks including invoicing, and onboarding of new clients. Ensure sales & financial reporting and analysis are both accurate and up to date. Investigating feasibility and viability of projects through our internal systems. Database management via the CRM system.

Provide additional assistance to inter-regional sales teams on an ad-hoc basis. PROFESSIONAL EXPERIENCE

MERIAM EPE-MABANAG

Dynata Phils Inc.

Bldg. 7, MEPZ II, Basak, Lapu-Lapu City

Project Associate - EMEA (07/2017 – 04/2019)

Ensure clear communication among all groups involved in successful delivery of projects. This includes day-to-day communication with clients; coordination with other client services groups, vendors, and partners; and communicating project milestones to internal and external stakeholders.

Set up and implement strategy for successful completion of new and on-going projects to be delivered on time, on budget and on scope. This includes project delivery timelines; effective sample plans; identifying project risks and developing risk mitigation plans; and managing changes in project scope and providing alternate solutions. Manage all post-delivery project needs including confirming project close with key stakeholders; debriefs and creating rebound opportunities; and assuring client satisfaction. Expand and leverage client relationships through understanding of client objectives; consultation during production process; participation in coordination calls and meetings. Manulife Data Services Inc.

Manulife Center, Mactan Newtown, Lapu-Lapu City

Client Account Representative – JHRPS – (08/2015 – 06/2017) Treats customers with courtesy and respect. Expresses appreciation for their business and willingness to help, with confidence and enthusiasm. Listens carefully without interrupting; asks probing questions and summarizes to clarify. - Speaks in a manner appropriate to the client’s level of understanding. Gives complete and accurate information. Anticipates related questions or issues and responds proactively. Responds to client’s time requirements appropriately. A “multi-tasker” who can attend to a broad range of activities at once to accomplish a goal. Uses time and resources effectively and efficiently. ePerfomax Contact Center Cebu

3rd Fl. JY Square Mall, Salinas Drive, Lahug, Cebu City Workforce Specialist – ebay.com/ebay.ca (11/2014 – 07/2015) Generates ISI/Service Level Report every 2 hours to ensure that we will be able to meet client’s expected goal in a daily basis. And by the end of the day, EOD of service level report should be explained if ever we were not able to meet the standard goals provided by the client.

Informs Officers if VTO is offered if overtime and phone time are needed. Ensuring Data Collection including log ins and biometrics.

Tools used: eWFM (For Service Level Report and Schedule Adjustments), RTA (analytics of time and schedule activity), and Microsoft Excel Sheets (Absenteeism and other mandated reports).

PROFESSIONAL EXPERIENCE

MERIAM EPE-MABANAG

Aegis People Support Inc.

Skyrise 1, AsiaTown IT Park, Apas, Cebu City

Sales Executive – Expedia / Hotels.com (05/2013 – 01/2014) Treats customers with courtesy and respect. Expresses appreciation for their business and willingness to help, with confidence and enthusiasm. Listens carefully without interrupting; asks probing questions and summarizes to clarify. - Speaks in a manner appropriate to the client’s level of understanding. Gives complete and accurate information. Anticipates related questions or issues and responds proactively. Responds to client’s time requirements appropriately. A “multi-tasker” who can attend to a broad range of activities at once to accomplish a goal. Uses time and resources effectively and efficiently. ePerfomax Contact Center Cebu

3rd Fl. JY Square Mall, Salinas Drive, Lahug, Cebu City Customer Service Associate – eBay NA & eBay CA (02/2014 – 11/2014) Buying Specialist – Tracks orders of the buyers; assist them in making a payment for the item and provide them details about their purchase.

Selling Specialist – Check’s listings on the sellers account, assist them in posting their listing online, check if the buyer paid the item, and assist them in choosing the carrier.

Contact this candidate