Hi there,
I'm thrilled to have you here – welcome!
My name is Grace and I help business owners manage diverse tasks and workloads, to make their life easier and help them focus on their core business.
I have a degree in BS Information Technology, where I honed hard skills like programming and data analysis.
With an extensive 8-year career in the BPO industry, I've held various roles ranging from customer service to operations support and technical support. It honed my problem-solving, patience and effective communication. This journey led me to virtual assistance, I'm passionate about making a difference in the lives of those who are seeking support.
My commitment to professional growth is reflected in my ongoing investment in relevant courses, always seeking to acquire new skills beneficial not just to my career but to my client.
My mission is clear: to deliver assistance that propels businesses toward success.
Training & Experiences
July 2024 - Present
GENERAL VA
Collected and organized outreach and campaign data using CRM (Streak) and spreadsheets for tracking and reporting.
Managed email outreach campaigns via Mail Merge, ensuring structured records and performance tracking.
Maintained and segmented email databases in Mailchimp, ensuring accuracy and data integrity.
Conducted retailer and stockist research, compiling structured datasets for expansion planning.
Prepared reports and summaries by consolidating research data to support strategic decisions.
Managed multiple projects simultaneously while maintaining accuracy and meeting deadlines.
July 2024 - November 2024
SOCIAL MEDIA CONTENT COORDINATOR
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Planned and scheduled content calendars to ensure consistent and timely post execution.
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Created and organized digital assets while maintaining structured file management systems.
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Coordinated content publishing and updates to ensure accuracy and brand consistency.
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Managed multiple deadlines and workflows in a fast-paced environment.
February 2023
AMAZON KDP KEYWORD RESEARCH VA
Responsible for conducting Amazon Best Seller scraping within the Book Category, to find profitable keywords and niches that strategically align with specific criteria set for his publishing brand.
May 2020 - March 2022
TECHNICAL SUPPORT REPRESENTATIVE (Rent-A-Center)
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Provide quality technical support by diagnosing, troubleshooting, and resolving a range of software, hardware, and network connectivity issues.
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Delivered detailed descriptions of the trouble ticket system and follow up diligently to ensure swift resolution as well as one-call resolution.
September 2017- March 2018
CUSTOMER SERVICE REPRESENTATIVE (Rent-A-Center [Epay])
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Assume ownership and respond to customer billing correspondence including setting up or updating payment information.
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Completed customer insight reports and input units of sensitive data. Professionally explained billing policies and procedures unpaid accounts, late fees, and payment leniency.
May 2015- May 2016
ESCALATION SPECIALIST (Petco)
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Ensured superior customer experience by addressing transferred calls with negative feedback from front-line agents
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Supported new inbound agents with company-specific policies, procedures, and compliance guidelines to ensure a successful onboarding experience.
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Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
December 2023 - February 2025
ADMINISTRATIVE VA
Responsible for managing facebook grooups using SaaS products and other related miscellaneous tasks such us research and data entry.
April 2023 - April 2024
SHOPIFY CUSTOMER SUPPORT VA
Handled customer inquiries and resolved complaints to ensure a positive shopping experience. Providing product support and managing orders, including tracking, updates, refunds, and replacement.
December 2022
AMAZON PRODUCT LISTER
Conducted in-depth keyword research to identify high-impact relevant keywords. Then created compelling and optimized listings for Private Label and Wholesale Bundling products to enhance visibility and conversion rates.
April 2018- April 2020
OPERATION SUPPORT (Rent-A-Center)
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Delivering exceptional support utilizing a polite and professional manner to collect information and applying problem-solving skills to resolve payroll inquiries, benefits, and paycheck disputes, and incorrect paid time off.
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Seamlessly directing store partners to the appropriate department like human resources, accounts payables, treasury management, legal, property management, etc, leading to increased efficiency.
June 2016 - August 2017
SPECIAL PROJECT (Petco)
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Accountable for rapidly approving and processing all requests by agents for replacements, refunds, and coupons.
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Provides back-office services, such as promptly and professionally responding to customer's emails. Follow up with store partners regarding customer complaints.
June 2014- April 2015
CUSTOMER ACCOUNT
REPRESENTATIVE (Petco)
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Efficiently handled 50+ customer calls per shift and proactively managed and resolved concerns such as product inquiries, order processing, and store product complaints resulting in a high satisfaction rating.
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Strong phone speaking skills, familiarity with CRM systems, customer orientation, ability to multitask, and active listening skills are used to approach complex situations and find solutions.
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