Andrea Nicola J. Sto. Domingo

I have had ten-plus years of customer service under my belt and two years of experience as a virtual assistant and lead generation. I left my most recent company last July 14, 2025, due to retrenchment. I started my BPO journey as an email support agent. From there, I slowly built my customer service career and then gradually explored other avenues like technical support (via email, chat, and phone), floor support/SME, training new agents (regarding new policies, new processes, and company standards), escalation handling, and being a quality assurance specialist. Through the years I developed a knack for creating a personal knowledge base customized depending on each account I handle. This helped me track client or customer updates and provide answers to them efficiently. Since the pandemic hit the Philippines in 2019, I have worked from home. Working from home with less supervision has not been a challenge since I have had supportive team leaders and members working with me to ensure we deliver the best results for our clients and customers. I also find working from home beneficial travel-wise. With less travel time to worry about, I can spend more time with my family and learning about the processes of the accounts that I have handled. Recently as a virtual assistant, I learned new skills such as using Slack, Google Workspace, Microsoft Office, appointment setting using Outlook and Google Calendar, and email management. With email management, I answer and check emails received after hours, and other emails I forward to the dedicated team in charge. I used Google Sheets all the time when tracking client updates, processes, and personal notes. I've also used Monday.com as a CRM to manage client updates. My most recent role was lead generation. Thus, I have knowledge of how to use Apollo.io, Snov.io, and LinkedIn. I do love researching information on different topics. I love watching informational videos on YouTube, like how things came to be, so it became beneficial while doing research on possible leads. I am a first-year college undergraduate, but I never considered that as a deterrent when applying for a job since my education doesn't define me as a person and what I can bring to the company. I trust my years of experience will not fail me since I always give my best to every job that I handle. I am now seeking new work from home opportunities that match my skills and experience. I can learn to adapt to new skills and tools depending on the need of the company.