Anna Korina Aquino

Anna Korina J. Aquino Professional Summary Tech-savvy Virtual Assistant with over 10 years of experience in administrative support, customer service, and technical troubleshooting. Proven ability to manage high-volume communications across email, chat, and phone while staying organized and responsive in dynamic remote environments. Strong background in tech tools, executive support, and customer engagement. Excels in fast-paced, collaborative teams where initiative and adaptability are valued. Core Skills Customer Engagement & Support • 3+ years in chat/email customer support, handling high volumes with a 95% CSAT • Skilled at routing inquiries, managing Zoom sessions, and resolving escalations • Strong interpersonal skills focused on customer satisfaction and service quality Administration & Scheduling • Proficient in Google Workspace, Zoom, Slack, Calendly, and MS Office • Experience with executive calendar management, online meetings, and documentation • Skilled in organizing, prioritizing, and process improvement in remote teams Technical & IT Skills • Excel, Google Sheets, Notion, and dashboard reporting experience • Background in IT service desk support, remote troubleshooting, and VPN setups • Familiar with network administration, workflow testing, and documentation tools Soft Skills • Excellent written and verbal English • Calm and professional under pressure with strong time management • High emotional intelligence and clear, adaptive communication style Professional Experience Email/Chat Support Associate Peak Support | Philippines – Full Time Jan 2021 – Nov 2024 • Delivered 90% chat/email-based support to international clients via Zendesk and Intercom, maintaining 95% CSAT • Independently resolved complex service issues while adhering to strict SLAs • Identified and reported customer issue trends to Operations, resulting in improved FAQ documentation • Built and sustained long-term digital relationships, enhancing customer loyalty and retention Real-Time Analyst Concentrix | Philippines – Full Time Jan 2017 – Jan 2019 • Monitored agent adherence and real-time call volumes, ensuring SLA compliance • Delivered daily dashboards and volume reports to operations leadership • Analyzed call trends and flagged operational risks for business review • Coordinated real-time adjustments to staffing for optimal coverage Financial Account Specialist Concentrix | Philippines – Full Time Sept 2016 – Jan 2017 • Managed collections and resolved past-due accounts while maintaining customer rapport • Facilitated payment agreements and provided financial service support • Delivered high-quality aftercare service in compliance with policies Executive Assistant Unified Livelihood and Advocacy | Philippines – Full Time Jan 2015 – Jan 2017 • Managed executive calendars, coordinated internal and external meetings • Assisted with documentation, presentations, and confidential reports • Acted as communication liaison between stakeholders and leadership Project Manager – Full Time Jan 2013 – Jan 2015 • Oversaw project communications, timelines, and resource planning • Strengthened client relationships and ensured timely deliverables • Supported documentation and reporting across departments Network Administrator Telus International | Philippines – Full Time Oct 2007 – Sept 2013 • Managed enterprise VPN, access provisioning, and network security policies • Maintained documentation and resolved system issues to ensure uptime • Supported remote troubleshooting and technical diagnostics Technical Support Engineer Innove Communications | Philippines – Full Time Mar 2004 – Oct 2007 • Handled technical escalations from corporate clients with first-level circuit isolation • Performed root-cause analysis and implemented permanent solutions for recurring issues Call Center Representative – Assistant Team Leader E-Pacific Global Contact Center | Philippines – Full Time Jan 2003 – Mar 2004 • Supervised support agents in achieving performance KPIs • Handled escalated service inquiries and supported service quality initiatives Call Center Representative – Full Time Mar 2002 – Jun 2003 • Delivered frontline phone-based customer support with consistently high CSAT and KPI metrics Education BS Electronics and Communications Engineering New Era University | Quezon City, Philippines | October 2001 Availability & Work Preferences • Open to full-time or part-time remote roles • Flexible with global time zones and scheduling • Eager to contribute to an organized, remote-ready support team Additional Highlights • Proven ability to collaborate cross-functionally with product, engineering, and design teams • Experienced in nonprofit, startup, and enterprise environments • Detail-oriented, proactive, and highly adaptable in remote settings