Customer Service Representative

MICOLE B. MALAPIRA

GENERAL VIRTUAL ASSISTANT CUSTOMER SUPPORT SPECIALIST ADMINISTRATIVE

ASSISTANT l GRAPHIC DESIGNER PRODUCT QUALITY

*********@*****.*** +63-995******* Davao City, Philippines PROFESSIONAL SUMMARY

Dedicated and results-oriented customer service and technical support professional with experience in customer service, sales, appointment setting, social media management, and online business support. Skilled in handling customer concerns, troubleshooting, CRM tools, administrative tasks, and quality assurance across phone, email, and chat. Known for strong communication, problem-solving, adaptability, and attention to detail, with a commitment to delivering exceptional customer experiences and supporting business growth. KEY SKILLS

Customer Service & Technical Support Inbound & Outbound Calls Email & Chat Support Technical Troubleshooting Tier 2 & Escalation Handling Sales & Upselling Cold Calling & Appointment Setting CRM & Ticketing Systems Customer Retention Virtual Assistance & Administrative Support Data Entry & Record Keeping Social Media Management Google Workspace & Microsoft Office

Canva Communication Problem Solving Multitasking Time Management Adaptability Attention to Detail

TECH PROFICIENCY

AI Tools: CHATGPT, Grammarly, Gemini, Canva AI

Productivity: Microsoft Word Microsoft Excel Microsoft Office Google Workspace

(Docs, Sheets, Gmail, Drive)

Social Media & Digital Platforms: Facebook Instagram LinkedIn Meta Business Suite Content Scheduling & Online Engagement Platforms Communication: Zoom, Google Meet, Slack, Microsoft Teams Project Management: Notion, Trello Asana

Design/Social Media: Facebook Instagram LinkedIn Meta Business Suite TikTok RELEVANT EXPERIENCE

CUSTOMER SERVICE REPRESENTATIVE (BPO)

611 - iMILE ACCOUNT JUNE 2025 - JULY 2026

● Handled inbound/outbound calls, live chats, and emails to assist customers with inquiries, complaints, and delivery concerns

● Coordinated with internal teams to resolve issues and provide timely delivery updates.

● Maintained accurate CRM records and case documentation.

● Delivered professional, empathetic, and efficient customer service in a fast-paced environment.

FINAL PRODUCT QUALITY CONTROL

611 - SHOPEE ACCOUNT DECEMBER 2024 - JUNE 2025

● Inspected products for accuracy, quality, labeling, packaging, and completeness before dispatch.

● Identified and reported damaged, defective, or incorrect items to prevent shipping errors.

● Maintained quality standards and accuracy while meeting daily productivity targets.

● Managed social media campaigns to promote new products and increase sales. Virtual Assistance & DM Appointment Setter

Direct Client April 2024 - November 2024

● Coordinated appointment scheduling and maintained organized calendars, ensuring efficient operations and minimizing scheduling conflicts.

● Conducted timely lead follow-ups and supported customer onboarding activities, increasing response rates and strengthening client relationships

● Managed customer inquiries through direct messaging platforms, providing prompt and professional support that improved client engagement and satisfaction.

Virtual Assistance & Social Media Manager

Direct Client February 2025 - JUNE 2025

● Utilized Google Workspace, Microsoft 365, ChatGPT, and productivity tools to support administrative tasks, document preparation, and online communication.

● Assisted with email management, calendar scheduling, file organization, and data entry tasks to improve workflow efficiency and organization.

● Created and scheduled social media content using Canva and Meta Business Suite, helping maintain consistent online engagement and branding. Virtual Assistant - Cold Caller Specialist

Direct client June 2025 - January 2026

● Manage lead databases and CRM records by accurately documenting interactions and follow-up activities, ensuring organized client information and improved workflow efficiency.

● Engage with prospects through professional communication and timely follow-ups, strengthening client relationships and improving lead conversion rates.

● Conduct outbound cold calls to prospective clients, qualify leads, and schedule appointments, contributing to increased sales opportunities and business growth.

OWNER / ONLINE MATCHA (SELF EMPLOYED) JUNE - OCTOBER 2025

● Managed daily operations of an online matcha business, including orders, fulfillment, and customer service.

● Prepared quality matcha products while maintaining consistency and customer satisfaction.

● Managed inventory, sourced supplies, monitored stock levels, and coordinated with suppliers.

● Handled customer inquiries, orders, and after-sales support through social media and online platforms.

● Created promotional content and marketing strategies to increase brand awareness and engagement.

REMOTE WORK READINESS

Internet: PLDT Fiber Internet 50+ Mbps Stable high-speed connection suitable for remote work, video meetings, and multitasking

Backup: Globe Data

Equipment: Personal Computer Intel Core i5-10400 6cores 12threads (10th Generation) 16GB RAM Desktop DDR4 Noise Cancelling Headset HD Webcam Availability: Flexible Schedule Available for US, UK, and AU Time Zones Open to Graveyard, Weekend, and Holiday Shifts

EDUCATION

Bachelor of Science in Medical Laboratory

Science Davao Doctors College Davao City, Philippines Expected 2028 Senior High School – STEM (Pre-Science Strand)

Saint Peter’s College of Toril Davao City, Philippines 2021-2023 LANGUAGES

English: ENGLISH

Filipino: Native

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