Alma B. Del Rosario

ALMA B. DEL ROSARIO PROFESSIONAL EXPERIENCE Sports Centre Towers Virtual / Remote Admin Support November 2024 – October 31,2025 • • • • • • Respond to customer inquiries via email promptly and professionally. Process and track orders while ensuring accurate data entry in company databases. Manage customer accounts, handle returns, exchanges, and product concerns. Coordinate with sales and logistics teams to follow up on leads and resolve order issues. Maintain updated knowledge of products to assist customers effectively. Prepare administrative reports and ensure customer satisfaction through efficient resolution of concerns. Upwork (Direct Hire) Trust and Safety Agent April 2022 – October 2024 • • • Review freelancer and client profiles, job posts, and payment methods for authenticity. Investigated and suspended fraudulent accounts, reinstating verified users per company policy. Ensured adherence to Upwork’s community and security guidelines, protecting users from scams and unauthorized transactions. Talent Specialist July 2021 – April 2022 • Matched clients with qualified freelancers based on project requirements. • • • Conducted sourcing, screening, and interview scheduling for shortlisted candidates. Updated client and freelancer profiles in Salesforce and facilitated job contract creation. Ensured smooth onboarding and project engagement within the Upwork platform. Goaldi Services Shopify & Amazon Virtual Assistant / Customer Service Team Leader March 2019 – January 2023 • • • • Supervised a team of 7 virtual customer service associates. Trained new hires, developed SOPs, and maintained team performance and attendance reports. Managed order processing, customer inquiries, and returns via Shopify, Recharge, Shipmonk, and Salesforce. Generated invoices, maintained records, and ensured efficient and accurate handling of customer requests. Aesthetic Agency (Melbourne, AU) Lead Remote Recruiter September 2022 – March 2023 • • • • Created job postings across multiple online platforms and social media. Conducted initial interviews, online assessments, and final interview scheduling. Maintained applicant records in JobAdder and Seek, avoiding duplicate processing. Prepared weekly placement reports and monthly billing summaries for client accounts. SMDC Sales Team Part-Time Digital Property Sales Agent December 2022 – August 2023 • Engaged potential property buyers through social media and online portals. • • Promoted listings through targeted digital marketing campaigns. Assisted clients in negotiation and end-to-end sales processing. • Utilized social media platforms to reach international clients and generate inquiries. RARE Agency (US-Based Client) Lead Recruiter February 2019 – June 2022 • • • • Managed full-cycle recruitment for virtual and chat support positions. Conducted candidate sourcing, screening, and evaluation for multiple roles. Updated applicant databases, prepared weekly placement reports, and monitored revenue performance. Ensured compliance with client requirements and recruitment targets. Transmission International Group Inc. (NY, USA) HR / Administrative Assistant cum Virtual Assistant November 2017 – January 2021 • • • Handled recruitment, onboarding, and employee data management. Scheduled interviews, prepared contracts, and processed employee regularization and clearance. Assisted in administrative tasks, records management, and HR documentation. Sovereign Solutions (US & AU Offices) HR and Admin Remote Processing Officer November 2017 – November 2019 • Maintained accurate employee databases and processed new hire and termination records. • • Handled payroll, timesheet approval, petty cash monitoring, and reimbursements. Supported recruitment and collections activities through email and phone coordination. The Distinctive Petsitter Ltd. (TX & CO, USA) General Virtual Assistant / Social Media Manager May 2016 – January 2020 • • • Supervised a team of 8 virtual assistants, ensuring productivity and timely deliverables. Monitored performance reports, approved timesheets, and conducted performance coaching. Created content for social media campaigns and managed client communication. The Indonesian Design Online Store & Belgium Prime Lodging (NZ & Belgium) Team Leader / Lead Virtual Assistant June 2016 – March 2019 • • • Led a team of 17 virtual assistants handling admin, customer support, and social media. Oversaw reservations, customer communication, payment processing, and refunds via Airbnb, Agoda, and Trivago. Managed marketing content, created social media ads, and coordinated promotional campaigns. Kinsale Research International (Brisbane, AU) Brand and Customer Service Representative / Virtual Assistant June 2015 – December 2018 • Managed Amazon, eBay, and Shopify brand stores including order processing and refunds. • • Created listings, marketing campaigns, and coordinated with international suppliers. Handled feedback management, content creation, and promotional initiatives. BFever Jewelry Ltd. (Sydney, AU) Remote Administrative Assistant May 2018 – December 2018 • • Processed customer orders via WooCommerce, Shopify, and Amazon. Created video and poster ad campaigns for social media promotion. • Monitored social engagement and ensured timely responses to customer concerns. MommyMundo (Local Client) Virtual Admin Assistant May 2018 – February 2019 • • Assisted in transition from office-based to remote operations. Managed outsourcing, reporting, and attendance monitoring. • Handled admin documentation, scheduling, and compliance tracking. Designs and Home Inc. (Local Client) Virtual / Remote Assistant March 2016 – June 2018 • • • Set appointments, coordinated home inspections, and sourced materials and labor. Managed invoicing, collections, and document filing. Supported day-to-day admin and client coordination activities. The Express Authority (Tampa Bay, USA) Social Media Manager January 2015 – December 2017 • • • Developed and managed content across Facebook, Instagram, and LinkedIn. Designed graphics and created IG stories using Canva. Monitored engagement metrics and optimized posting schedules. The Barn (USA & UK) Remote Administrative Officer March 2014 – March 2016 • • • Handled payment processing, bookings, and client communication. Managed social media accounts and implemented promotional strategies. Coordinated directly with management on events and marketing materials. Terraprime Inc. (Lopez Group of Companies) Sales Admin and HR Officer December 2013 – December 2015 • • • Supported HR functions including recruitment, attendance tracking, and payroll processing. Coordinated sales operations, client tripping, and agent onboarding. Handled financial records, reimbursements, and government benefit remittances. Menci Trucking and Hauling Services HR and Admin Officer October 2009 – November 2013 • • Managed end-to-end HR processes including hiring, onboarding, and employee documentation. Processed government-mandated benefits and handled payroll records. • Managed collections, petty cash, and financial documentation. Genie Technologies Inc. Admin and Human Resource Assistant June 2008 – September 2009 • • Processed HR records, facilitated applicant screening, and managed onboarding. Assisted payroll and benefits processing and maintained employee records. JP Morgan Chase & Co. Fraud Detection Associate August 2007 – June 2008 • • Investigated suspicious card transactions and verified authenticity with clients. Identified and mitigated fraud risks, ensuring customer protection and compliance. Citibank Business Processing Solutions Accounts Receivable Agent November 2005 – December 2006 • Processed invoices, reconciled accounts, and managed collections. • Prepared financial reports and assisted in monthly closing. PeopleSupport Philippines Team Supervisor – DirectTV / T-Mobile Accounts September 2003 – October 2005 • • • Managed a customer service team handling inbound calls and escalations. Conducted training, team meetings, and performance monitoring. Implemented service strategies to meet KPIs and enhance customer satisfaction. Education: Bachelor in Secondary Education – Major in Speech and Theater Arts Specialization: English Top Skills & Tools: Customer Service | Email & Chat Support | eCommerce Operations | Data Entry | Order Processing | Refund & Chargeback Handling | Invoicing | Collections | Account Payables & Receivables | Team Management | Shopify | eBay | Amazon | Walmart | Xero | Salesforce | Zendesk | Freshdesk | HubSpot | monday.com | Slack | Trello | TripleWhale | Anchanto | Northback | UpPromote | Snowball | Mercury | MS Office | Google Workspace