DAVE CRIDZON LAO-AS
Purok 8, Barangay 9, Malaybalay City, Bukidnon, 8700 • - •-
OBJECTIVE: Providing the best virtual assistance
EDUCATION:
BUKIDNON STATE UNIVERSITY
Malaybalay City
College of Business Administration, Hospitality, and Public Governance-
Bachelor of Science in Accountancy
WORK EXPERIENCE:
GRAPHICSZOO
Customer Service Lead/ Appointment Setter/ Backoffice/
Technical Support
Dec 2020 – Mar 2024
Daily task is to answer customer inquiries through text, call, chat and email about the service,
complaints, account, sales inquiry and technical situations.
Also calling warm leads to qualify them and set an appointment for potential customers to
management.
Creating report weekly for the whole team and individual scores based on client feedbacks.
Assigning cases to specific departments
Virtually Integrated Administrative Assistance (VIAA) (Part Time)
April 2021 – Feb 2022
Customer Service/ Technical Support/ Ads Manager
Responding emails from customer regarding their online course subscription, technical
inquiries or latest promotions.
Creating draft for video ads and publish it on Meta, selecting the best settings related to the
topic of the ad.
ALPHA ASSISTANT LLC
Virtual Assistant (Part Time)
Dec 2019 – Dec 2021
Handling the creatives for different clients such as video and graphic design for their social
media or business, flyers, logos and business cards.
Assist client's business as a chat and email support where I answer customer service
inquiries.
Research on leads using the internet and putting them on excel or google sheet for data
entry. Then calling the leads to confirm if data gathered is related to them or their business.
CALLTOOLS
Oct 2020 – Mar 2021
Technical Support Specialist
Answer assigned calls to help customers technical inquiries regarding their online caller app
or CRM type. Provide best setting recommendations depending on per clients call target with
their campaign.
If the client is having some challenge on following the technical steps shared to resolve the
situation, we schedule a Zoom call so we can see their screen.
ULTIMATE SERVICES
May 2020 – Nov 2020
Lead Generation Specialist
Daily task is to answer cold calls from different campaigns and if someone picks up, I
schedule them for an appointment to do a free roof and home inspection.
Create report for the whole week's appointments to check if we can reschedule the leads who
were not available during the inspection.
SUTHERLAND
Technial Support Specialist
Feb 2020 – May 2020
Answer calls on a daily basis and assist clients regarding their inquiries about their phone
device or internet service, also with their billing concerns, and doing a sales pitch or sharing
promotion associated with their account to offer the latest products available.
SQUAREFISH FREELANCE
Virtual Assistant
Dec 2019 – Feb 2020
Providing creatives for different clients such as graphic designs and videos for social media
ads or posts.
Handling social media accounts of different clients where my daily task is to upload graphic
posts based on the set scheduled, do some copy writing related to it and respond to any
comments or messages from their followers.
Researching for leads related to the clients association using available tools and doing
outbound calls to gather more data.
CONCENTRIX
Customer Service Representative II / VIP Response / Escalations
May 2017 – Dec 2019
As part of the VIP response, we handle VIP customers and escalated cases. Daily encounter
of escalation cases like BBB, ACL and GDPR.
Used different type of CRMs like Salesforce, Oracle and more to assist customer inquiry
through email, call and chat regarding their orders, product, technical and software inquiries.
Provide assistance to tier 1 supports by providing knowledge based on the process. Handling
team if their supervisor is not online.
Filtering fraud orders and cases verifying if the transaction is legitimate using different tools
available to confirm if the owner of the card used to purchase on our website.
Submitting case study reports for escalated cases with the reason to why it happened,
resolution with options available provided to the customer, which path taken and suggestions
that can prevent this from happening again.
TELEPERFORMANCE
Technical/ Billing/ Customer Support
May 2016 – Mar 2017
Daily task is to answer calls of the customers for a satellite cable provider where we help
them resolve their inquiries or complaints related to technical situations with their devices,
billing concerns, processing replacement via Return Merchandise Authorization (RMA) and
sales inquiry.
