I have been in the Business Process Outsourcing sector since 2015 and have served as CSR for 8+ years, 3 years in sales, and 3 years of VA role, both inside and outside Onlinejobs.ph. I was part of several Customer Service and Retention campaigns. I literally rose from the ranks, as I had started as an agent to Resolution SME.

I am well-versed in the English language and a workhorse in terms of customer satisfaction, leadership, and discipline. I am also self-reliant, very keen on details, a great team player, and can easily find ways to motivate myself and my co-workers.


Academically speaking, I was a graduate of the Bachelor of Science in Hotel and Restaurant Management at Systems Plus College Foundation.

Motivated IT and Quality Analyst having around 5+ years of work experience. Providing quality work to the company and its clients. Will treat work-related matters with utmost respect and confidentiality.

Website Tools: PopeTech, Adobe Debugger, Shift Digital Tagging Analytics, Orbee Tag Mngr, Jira Board, Notion, -----------, Canva, Vimeo, Elfsight, Clickup, Ahrefs, Salesforce, ChatGPT, Wix, Wordpress, Screaming Frog SEO

Customer Service, Data Entry, Technical Support, Administrative Assistant

Customer support and billing specialist with experience in banking escalations, property account management, and SaaS software implementation. I help businesses resolve billing issues, manage client inquiries, and onboard customers efficiently, ensuring high satisfaction and smooth operations.

I bring 10+ years of professional experience supporting clients and managing accounts in fast-paced environments:

Implementation Consultant (Feb 2025 – Present):
-Spearheaded end-to-end project rollouts for new client implementations, ensuring smooth onboarding and successful system adoption.
-Developed and maintained project tracking tools and implementation trackers to monitor milestones, timelines, and deliverables, helping ensure projects were completed on schedule and within scope.
-Consistently achieved the highest number of client activations in the team on a monthly basis, demonstrating strong project management and client coordination skills.

Property Account Manager (May 2019 – Jan 2025):
-Managed and supported a portfolio of 600+ residential properties, providing operational and billing support to property managers and management teams.
-Assisted clients with resident billing inquiries, submetered utility questions, and vacant cost recovery processes, ensuring accurate billing and proper account reconciliation.
-Served as the primary point of contact for property managers, addressing service concerns and resolving complex billing or account-related issues.
-Guided clients through the system platform and billing tools, providing step-by-step assistance to ensure proper system usage and understanding of key features.
-Conducted and participated in client calls and account review meetings to address concerns, provide updates, and maintain strong client relationships.

Business Escalations Supervisor, Citibank (March 2017 – Dec 2018):
-Managed and resolved high-priority and complex escalations from business banking clients that required advanced investigation beyond frontline customer service support.
-Investigated customer concerns related to billing disputes, payment processing issues, account servicing, and service dissatisfaction, ensuring accurate and timely resolution.
-Conducted root cause analysis by reviewing account activity, internal processes, and system records to determine the source of customer issues.
-Served as the primary point of contact for escalated cases, communicating directly with business clients to provide updates, explanations, and resolution outcomes.
-Collaborated with cross-functional teams including operations, fraud prevention, billing, and technical support to gather information and resolve complex customer cases.

Customer Service Associate
Citibank Retail (July 2015 - January 2016)
Citibank Small Business (January 2016 - March 2017)
-Handled 80–100+ inbound calls daily assisting retail and small business customers with account and credit card inquiries.
-Resolved issues related to payments, billing statements, disputes, and account servicing.
-Maintained high quality assurance and customer satisfaction scores in a fast-pacedcontact center environment.
-Ensured strict compliance with banking regulations, data security, and fraud preventionprotocols.

Core Skills:
-Customer Support
-Client Success Management
-Project Implementation
-Account Management
-Process Improvement
-Customer Escalations Handling
-Cross-Functional Collaboration
-System Training & Client Onboarding

Work Preferences:
Full-time remote, part-time considered
Flexible AU / UK hours

I’m Sherrynet, a dedicated freelancer with over 10 years of professional experience delivering strong project management and customer service support.

As a former Customer Support Executive, I bring a diverse skill set, extensive industry experience, and a genuine passion for helping others. My eight years in the BPO industry have strengthened my problem-solving abilities, adaptability, and capacity to perform in fast-paced environments. I thrive in dynamic settings that offer new challenges and continuous learning opportunities, consistently adding value to the teams and clients I support.

After transitioning to freelance work three years ago, I discovered that my strong leadership style naturally aligns with project management. With proven experience managing multiple client-facing projects simultaneously while leading a small team of virtual assistants behind the scenes, I bring structure, accountability, and growth-focused execution that helps companies scale effectively.

Platforms & Tools I Work With

Customer Service & Support Systems

- Zendesk
- Richpanel
- Google Workspace (Docs, Sheets, Gmail, Drive)
- Microsoft Outlook
- RingCentral

SEO & Digital Marketing Tools
- SEMrush
- SE Ranking
- WordPress (content updates & basic management)
- Google Analytics
- Google Search Console
- (GHL)

Project Management & Team Collaboration

- -----------
- Asana
- Click Up
- Trello
- Slack
- Google Chat

E-Commerce Platforms
- Shopify

Property Management Platforms
- Airbnb
- -----------

I have more than 5 years of experience in payroll, to be specific 4 years handling in US payroll and 2 years handling Philippines payroll. I am very confident that I can contribute great service for the company I will be working with because of my background, and specially having an experience of handling US payroll is an advantage for the job that I am applying for.
Aside of being a payroll processor, I also experience working as a customer representative for almost a year and I’m proud to say and very confident that I can handle any pressure that may arrive in a very stressful work industry and my ability and willingness to learn in all aspects will always help me achieve my goals.
? Ability to do multitask
? Ability to perform and remain productive under conditions where deadlines makes completing the work challenging
? Ability to conform to procedures and to adapt to certain processes created&/or changed
? Flexible in any changes of work schedules and any matter that vary.
? Career motivated
and is very committed to work

I bring over 10 years of diverse professional experience across customer service, sales, client retention, property management, and onboarding. My career began in customer support, where I developed strong communication and problem-solving skills, later transitioning into sales where I consistently exceeded targets through consultative selling and relationship building. I also gained leadership experience as a Unit Manager in the life insurance industry, guiding and mentoring a team to achieve business goals.

I started my career as a teacher, which helped me develop strong organizational, communication, and time management skills. After that, I worked as a reporting associate, where I handled data entry, report generation, and process tracking. Most recently, as a merchant support and onboarding specialist, I managed client accounts, verified business details, and coordinated with different teams to ensure smooth onboarding. These roles strengthened my ability to manage schedules, handle large datasets, and coordinate multiple moving parts — all of which are essential in this position.

I am an expert in GoHighLevel and a professional in digital marketing, with over 6 years of hands-on experience, I specialize in leveraging GoHighLevel’s full potential to transform businesses through automated marketing systems, CRM optimization, and revenue-driving funnels. As a digital marketing veteran, I merge technical mastery with creative strategy to deliver scalable solutions that boost ROI, amplify lead generation, and skyrocket conversion rates.

Your success isn’t an a----------- it’s a system. Let me engineer yours.

I work closely with each client to understand their unique needs and goals, and I use my expertise and experience to provide customized solutions that deliver measurable results. Whether you need help with administrative tasks, social media management, or project coordination, I am committed to delivering exceptional virtual assistance that exceeds your expectations and helps you achieve your goals.

If you are looking for a virtual assistant who can provide a positive return on investment for your business, please don't hesitate to contact me. I would be happy to discuss your needs and provide a customized solution that fits your budget and delivers the results you need.

SERVICES OFFERED:

Administrative tasks
-managing emails
-scheduling appointments
-managing calendars
-data entry
-creating reports, and presentations.

Social media management
-managing social media accounts
-creating content
-scheduling posts
-engaging with followers, and monitoring analytics

Customer support
-answering customer inquiries
-handling complaints, and providing support via email, chat, or phone.

Research
-conducting research on various topics
-compiling data
-presenting findings.

Content creation
-writing blog posts
-articles
-social media posts, and other types of content.

Graphic Designs
-photo editing
-video editing
-youtube thumbnail
-infographic
-brochure. etc.

Project management
-coordinating projects
-managing timelines, and ensuring deliverables are completed on time.

E-commerce management
-managing online stores
-updating product listings
-processing orders, and managing inventory.

Personal tasks
-booking travel arrangements
-managing personal finances, and organizing personal schedules.

I can also provide customized services depending on the specific needs of my clients.

I specialize in delivering seamless, high-level travel experiences while supporting the operations behind them.

With over 5 years in corporate, luxury, and global travel, I’ve handled everything from complex itineraries and group bookings to executive support and client coordination. I’m highly experienced in GDS systems (Sabre, Amadeus, Travelport+, and Worldspan) and known for my speed, accuracy, and attention to detail.

Recently, I’ve expanded into training and onboarding travel agents, helping improve workflows, share knowledge, and elevate overall team performance.

I’m proactive, reliable, and solutions-focused, with a strong ability to work independently while maintaining high standards. Whether it’s building itineraries, supporting clients, or improving processes, I focus on delivering results that are efficient, polished, and consistent.

2 years of experience in client support and healthcare coordination, specializing in patient communication and record management. As a Customer Service Representative Account Specialist, I handled email and phone inquiries, scheduling, onboarding, and ERP documentation aligned with HIPAA.
Experienced in CRM workflows, reporting, and follow-ups.
Skilled in maintaining accurate records and supporting operations. I bring reliability, strong follow-through, and organized support to keep practice operations running smoothly.

I help businesses improve operational efficiency, customer experience, and workflow execution across fast-moving environments.

With 6+ years of experience in banking, fintech, and platform-based operations, I specialize in fraud and risk operations, customer support, investigations, and process management. My work has consistently involved handling high-volume customer interactions, resolving escalations, maintaining accurate records, and ensuring operational issues are identified and resolved quickly.

I’m highly experienced in working within structured systems, managing cases, tracking follow-ups, documenting processes, and coordinating across teams to keep operations running smoothly. I’m comfortable stepping into environments where accuracy, communication, and accountability directly impact customer trust and business outcomes.

I’m currently open to opportunities in Fraud and Risk, Operations Coordinator, Customer Success, CRM Management, Virtual Assistance and Lead Nurturing, especially roles where I can support growth by strengthening processes, improving customer journeys, and ensuring nothing falls through the cracks.

If you’re building a team and need someone who can execute, organize, and stabilize operations without heavy supervision, I’m open to conversations.

Let's connect! Book a call with me: -----------

An experienced Account Manager, Client Success Lead, and Process Trainer with over 10 years of hands-on experience in outsourcing, customer operations, onboarding, and executive support. I bring a calm, organized, and strategic approach to managing teams, serving clients, and improving workflows.

My background spans legal, healthcare, logistics, ecommerce, and BPO operations, with strong experience in customer communication, account growth, CRM management, and training. I’ve supported executives, led teams, and built systems that help operations run smoother and clients stay longer. I’m also confident handling sensitive information, escalations, SOPs, and high-volume inboxes with judgment and discretion.

Core Skills & Strengths

• Account Management & Client Retention
• Customer Support (Email, Chat, CRM-based)
• Team Leadership & Coaching
• Recruitment, Training, Onboarding & Process Optimization
• Lead Generation & Business Development
• Medical Records & Legal Assistance
• Inbox Management & Executive Support
• SOP Creation, QA, and Documentation
• Research, Reporting, Scheduling & Admin Support

I am at the crux of customer interaction and enablement, supporting and troubleshooting, and technical implementations.

Skills:
Customer Centricity
Onboarding
Team Collaboration
SaaS Knowledge
Tech Savviness
Project Management

Professional Experience:

Dialpad - Onboarding Specialist - April - October 2024
I facilitate the onboarding and deployment process for new customers and products. This includes hosting training sessions for both end-users and admins to help them get up to speed with Dialpad products and supporting change management efforts. I guide customers through the implementation process and portal setup, ensuring a smooth transition. I deliver quality onboarding by analyzing customer needs, collaborating with others, and resolving issues through discovery and replication. My goal is to drive customers to implement best practices and ensure a successful, timely onboarding experience.

Nice InContact - Implementation Engineer - November 2021 - April 2024
I developed expertise and stayed current in telecommunications, contact center, and related technologies. I worked primarily during customers' core business hours via phone, chat, and email, with occasional extended hours for critical issues. I was responsible for customer satisfaction, retention, and ensuring customers could serve as references for assigned accounts. My role involved addressing concerns, change requests, work orders, and resolving service or billing problems. I collaborated with both customers and internal teams to implement, test, and support solutions.

Workstream - Customer Support Associate - November 2023 - July 2024
I was the primary point of contact for customers via email and chat, addressing a wide range of product-related issues and requests. I responded promptly and accurately to customer needs, achieving a median response time of under one minute, resolving issues within 24 hours, and maintaining a CSAT score of 95%.

Concentrix - Tier 2 Mac and iOS AppleCare Advisor - September 2017 - November 2021
I assisted customers with technical issues via phone and email, developing and implementing creative solutions to complex problems. I worked closely with internal teams to address billing and account agreement issues. Throughout, I maintained composure and patience, even in challenging customer situations.

Perform and administer onboarding activities i.e. order background checks, track completion, and assist in review and analysis of results; subsequently prepare and communicate candidate background check clearances. Handling offer creation as well, candidate correspondence, onboarding activities to ensure smooth employee transition into organization. Ticket and knowledge management and participating in continuous improvement.