Donna Mae Lopez

Donna Mae Lopez | Virtual Assistant Administration, Sales Operation, Marketing & Customer Service “Your go-to reliable support for operations, marketing, and client success.” Baguio City, Philippines PROFESSIONAL SUMMARY Versatile and results-oriented professional with over 10 years of diverse experience spanning administrative operations, property management, customer service, marketing, and sales/insurance advisory. Highly skilled in coordinating day-to-day business activities, managing client and tenant relationships, preparing financial and operational reports, and ensuring compliance with regulatory and company standards. Proven success in managing multiple rental properties, maintaining full occupancy, and overseeing maintenance, permits, and financial reporting through efficient use of Google Workspace and digital tools. Experienced in supporting online communities and marketing teams across various platforms, contributing to engagement growth, customer satisfaction, and streamlined communication workflows. Adept at handling general administrative tasks, managing cross-functional teams, and ensuring accurate and timely documentation and reporting. Demonstrated ability to meet and exceed KPIs in customer service and sales environments, consistently delivering high CSAT scores and achieving monthly sales targets. Recognized for strong communication, organization, and problem-solving skills, with a commitment to quality, reliability, and continuous improvement. Excels in both on-site and remote settings, adapting easily to dynamic and fast-paced work environments. KEY COMPETENCIES • • • • • • • • • • • • • • • • • • • • • • • Administrative Support & Executive Support Calendar Management & Appointment Scheduling Data Entry and Documentation Email and Inbox Management Travel and Logistics Coordination Graphic Design (Canva or similar tools) Social Media Content Scheduling Social Media Moderation Hashtag Research & Analytics Tracking Online Community Engagement Campaign Coordination Process Documentation & SOP Creation Project Coordination & Workflow Optimization Prospecting and Lead Generation Sales Presentation and Demonstration Cold Calling and Client Outreach Closing Sales and Negotiation Cross-Selling and Upselling Customer Retention Sales Reporting and Tracking After-Sales Support Call Management (Inbound/Outbound) Customer Relationship Management (CRM) • • • • • • • • • • • • • • • • • • • • • • • Customer Service (Phone, Email, Chat) Service Recovery and Issue Escalation Community Management (Telegram, Facebook) Copywriting and Caption Creation Financial Consultation & Needs-Based Selling Rent Collection and Monitoring Lease Agreement Management Budgeting and Expense Tracking Lease Documentation Permit and Tax Compliance Vendor and Contractor Coordination Online Rent Payment Processing Profit and Expense Reporting Property Record Management Property Inspection & Maintenance Coordination Basic Accounting & Budget Oversight Financial Planning & Insurance Advisory Strong Organizational & Time Management Skills Proactive and Resourceful Problem-Solver Excellent Written & Verbal Communication Skills Strong Organizational and Multitasking Abilities Confidential Information Handling Client-Centric and Results-Oriented TOOLS/PROGRAMS Project Management & Content Creation: Trello, Hubspot, Canva Communication and Collaboration: MS Teams, Google Meet, Discord, Telegram Admin Support & Productivity: Google Workspace (Gmail, Docs, Sheets, Forms, Drive), Microsoft Office (Word, Excel, PowerPoint, Outlook), OneDrive, Clockify, Grammarly, Open AI, Gemini Ai, Wix EDUCATION Bachelor of Science in Information Technology – University of the Cordilleras WORK EXPERIENCE Property Manager – Independent Client Various Property Owners Onsite – Baguio City, Philippines | January 2017 – Present • Oversee the full operations of five rental properties, ensuring smooth tenant relations, on-time rent collection, proper maintenance, and full compliance with permits and tax regulations — consistently maintaining 100% occupancy across multiple units • Manage three legally registered properties and two private rentals delivering high tenant satisfaction and stable income streams for owners • Conduct 2–3 monthly property inspections to uphold quality and safety standards, proactively addressing maintenance issues to minimize costly repairs and tenant complaints • Coordinate with a trusted on-site renter to oversee daily operations and facilitate online rent collection via bank transfers, streamlining processes and reducing collection delays • Handle annual permit renewals and tax filings with all properties legally compliant and operational year-round • Prepare and submit monthly profit-and-expense reports using Google Workspace and Google Sheets, enhancing transparency and reporting accuracy for property owners Marketing Team Member | Community Manager | Social Media Moderator | Client Support VA – 4am Global Remote – Baguio City, Philippines | April 2022 – April 2025 • Supported the growth and engagement of 50+ Web3 communities across Discord and Telegram, helping both emerging and established projects strengthen their online presence and user retention • Managed and moderated communities with an average of 10–15 daily customer interactions, ensuring quick response times, accurate information, and a positive brand experience • Collaborated with a 30-member operations team, coordinating workflows, scheduling, and communications to maintain seamless community management and marketing execution • Facilitated internal communication through Telegram real-time updates between 4am Global and client teams • Utilized Google Workspace for documentation and administrative tasks, and Trello for project tracking to improve team productivity and task visibility • Contributed to the consistent growth of community engagement rates by developing interactive campaigns, feedback loops, and timely content updates Financial Advisor (Part-Time) – Manulife Onsite – Baguio City, Philippines | January 2020 – March 2021 • Provided personalized financial and insurance consultations to individuals and families, helping them understand and select the most suitable protection and investment plans • Successfully invited and presented to 30+ prospective clients, demonstrating strong communication and relationship-building skills, and closing five insurance policies with total ₱10 million in coverage • Conducted on-site client meetings at the Manulife Baguio Branch, offering flexible scheduling and ongoing aftersales support to ensure client satisfaction and policy retention Customer Service Associate – Sitel Onsite – Baguio City, Philippines | January 2017 – December 2018 • Delivered exceptional customer service by resolving inquiries, assisting with purchases, and promoting company products to enhance customer satisfaction and retention • Handled 10–25 inbound calls daily maintaining high-quality support and professionalism • Consistently achieved 90% Customer Satisfaction (CSAT), met all monthly KPI targets as AHT and quality metrics • Drove sales performance by achieving 2–5 successful upsells per day (approximately 30–60 sales monthly) Quality Control Assurance/ Inspector – Texas Instruments Philippines Inc Onsite – Baguio City, Philippines | April 2009– July 2013 • Inspected semiconductor components & electronic products for compliance with quality standards & specifications • Identified and documented product defects, maintained accurate inspection logs, conducted performance tests, and enforced quality protocols to support high-output manufacturing goals and supported root cause analysis and process improvement initiatives