Customer Service & Virtual Assistant Specialist with Digital Marketing

Liana Jane

Agan

SUMMARY

Customer-focused professional with over 6 years of experience in Customer Service, delivering excellent client support and communication. Experienced as a General Virtual Assistant, providing reliable administrative and operational assistance. With a growing background in Digital Marketing and E-commerce, skilled in content creation and campaign support using Canva, Adobe Premiere Pro, Meta Ads, and Shopify. C U S T O M E R S E R V I C E

R E P R E S E N T A T I V E / G E N E R A L V I R T U A L A S S I S T A N T / D I G I T A L M A R K E T I N G / E S L

+639*********

l ************@*****.***

Davao City, Philippines

CORE SKILLS

• Digital Marketing: Social media management, email campaigns, SEO basics, content creation

• E-commerce Support: Shopify product listing, order management, customer inquiry resolution

• Design & Video Editing: Canva, Adobe Premiere Pro, Final Cut Pro

• Customer Service: Live chat, email, and phone support using CRM tools Amazon – Customer Service Associate (Oct 2024 – Apr 2025)

• Resolved inquiries via chat, email, and phone with a 98% satisfaction rating.

• Processed orders, returns, and account concerns accurately.

• Delivered personalized solutions that improved customer retention and loyalty. Ruth’s Roses – Freelance Customer Service Representative (Apr 2024 – Oct 2024)

• Handled product inquiries, refunds, and delivery concerns for an online store.

• Managed order modifications and ensured timely updates to customers.

• Maintained positive client relationships by providing fast and friendly support. Transcom Philippines – Comcast (Subject Matter Expert / Customer Service Associate)

(Jul 2021 -Apr 2024)

• Provided billing and account support for Comcast clients.

• Trained new agents and handled complex escalations as SME.

• Helped improve team accuracy and customer satisfaction through coaching and process refinement.

VXI Global Holdings B.V. – AT&T; and Uber Eats Accounts (Associate) (Aug 2019 – Jun 2021)

• Delivered billing and technical support for telecom customers.

• Handled Uber Eats order tracking, refunds, and payment disputes efficiently.

• Recognized for consistent high CSAT and quality scores. Teleperformance Philippines – Comcast (TSR) (May 2019 – Aug 2019)

• Guided customers through technical troubleshooting and device setup.

• Escalated complex cases and documented accurate technical details. PROFESSIONAL EXPERIENCE

• Customer Service: Live chat, email, and phone support using CRM tools (Zendesk, Salesforce)

• Administrative & Data Entry: Scheduling, Google Workspace, data organization, Excel management

• Soft Skills: Multitasking, attention to detail, creative problem-solving, team collaboration EDUCATION

ACADSOC – Online English Tutor (ESL) (Feb 2019 – May 2019)

• Taught English to non-native speakers, customizing lessons to fit student levels.

• Encouraged confidence and fluency through interactive learning. University of Mindanao – Bachelor of Science in Business Administration Joji Ilagan College of Business and Tourism – Associate Degree in Hotel and Restaurant Management

TOOLS & PLATFORMS

Canva Adobe Premiere Pro Final Cut Pro Meta Ads Manager Shopify Google Workspace Excel Trello Zendesk Salesforce

HIGHLIGHTS

• 6+ years of combined experience in customer service and digital marketing

• Successfully managed online orders and marketing assets for e-commerce clients

• Consistently met KPIs for quality and customer satisfaction

• Built and designed creative marketing materials and ads to boost brand visibility

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