EXPERIENCE
VIRTUAL PROJECT MANAGER/CUSTOMER SERVICE
MANAGER/HR AND RECRUITMENT MANAGER
VARIOUS CLIENTS
JULY 2018 - PRESENT
DONY
BUACO
VIRTUAL ASSISTANT
CONTACT--SKYPE: MSDONY82
BORN ON APRIL 21, 1982
MANILA, PHILIPPINES
1930
receives various tasks or projects from different clients
reviews and assigns tasks to appropriate virtual assistants
carries out training, facilitation, and monitoring of accepted
client's tasks and/or projects between clients and assigned
virtual assistants
develops processes and workflows on new accounts
monitors day to day operations among working Virtual
Assistants
performs marketing activities to promote the business's
virtual assisting services
manages Social Media accounts
prepares and executes Social Media Calendar contents
measures, analyzes and reports performance metrics to
active clients
performs monthly virtual assistant performance evaluation
to tackle issues, room for improvement and training needs
CONTRACT ADMINISTRATOR | COMPANY EXECUTIVE
ASSISTANT
FITCOVER
JULY 2021 - PRESENT
Executive Assistant to the CEO
manages emails of the CEO
manages the calendar and meetings schedules of the CEO
keeps an organized and updated record of company
documentations
prepares employee contracts and facilitates onboarding
process
processes virtual assistants salary
performs ad hoc tasks
prepares various company reports as needed
supports administrative needs of the CEO's start up brands
and businesses
liaises among team leads and members to coordinate and
communicate transactions and activities
assists in recruitment processes
prepares and records weekly meeting agenda
OPERATIONS MANAGER
FITCOVER
JUNE 2020 - JULY 2021
DONY
BUACO
develops and updates Operations Department Manual and
SOPS
manages and controls warehouses inventory in Australia
and United States
directly transacts and coordinates with warehouses team
leads to closely monitor stock related concerns like aging
inventory, damage stocks, low to critical stock counts etc.
coordinates logistics related complaints from Customer
Experience team to the warehouse in charge
prepares and updates inventory reports daily and keeps
marketing department updated of the current stock counts
prepares the Closing Stock Count report at the end of every
month for the Finance team
oversee and serves as a back up support to the supply chain
and procurement officer
prepares purchase orders to keep an appropriate and
healthy supply of inventory
approves procurement costs at an authorized budget
develops processes, workflows and policies for the
Operations Department
coordinates and assists in procurement, delivery and launch
of newly developed products
reports directly to the company's CEO
VIRTUAL ASSISTANT
CUSTOMER SERVICE AND HR MANAGER/MANUAL
DEVELOPMENT MANAGER
CONTACT--SKYPE: MSDONY82
BORN ON APRIL 21, 1982
MANILA, PHILIPPINES
1930
FITCOVER
DECEMBER 2018 - JUNE 2020
develops and updates Customer Service Manuals and SOPs
develops and updates the Human Resource Management
Manual and other relevant SOPs for the HR Department
prepares Customer Service weekly reports to show the CS
Team's performance, as well as individual CS reps'
attends to the fortnightly company meeting
develops processes, workflows and policies for the
Customer Service Department
reports directly to the company's COO
monitors Customer Service Emails and CS' engagement to
the company's Social Media Accounts
PERSONAL ASSISTANT
HANDLIN PIANO
JULY 2018 -DECEMBER 2018
reports and meets daily with the business owner to touch
base and make follow up and have time for reminders and
important updates
schedules appointments, putting on the calendar and
facilitates follow up reminders and important updates
responds to customers' inquiries via email, text, and call
carries out requested researches
carries out simple bookkeeping
in the process of partnering with the client in putting up a
small service provider business in the Philippines
helps build social media presence starting with a Facebook
page
BIDDING MANAGER/OPERATIONS MANAGER
NATIONWIDE PROPERTY REPAIR SERVICES
AUGUST 2018 - DECEMBER 2018
responsible for overseeing the day to day business
operations
responsible for overseeing the day to day operation in the
Intake Department, Operator Technician Department and
Bidding Department
responds to staff's questions, concerns and feedback
prepares invoices of completed repair work orders
monitors, documents and reports paid invoices
prepares, monitors, documents and reports weekly
technicians pay-out
reports to the Regional Manager
CUSTOMER SERVICE MANAGER/QA SPECIALIST
DONY
BUACO
VIRTUAL ASSISTANT
CONTACT--SKYPE: MSDONY82
BORN ON APRIL 21, 1982
MANILA, PHILIPPINES
1930
TNM MANAGEMENT LLC | JAN 2015 - JUN 2018
initiated developing the customer service department's
customer service manual and other necessary activity logs
established, implemented and documented processes,
workflows and policies for the customer service's
operations
initiated developing the Quality Assurance Manual for the
Customer Service Department
initiated, established and implemented the rules, standards
that the customer service representatives should adhere to
developed performance indicators and evaluation metrics
to measure customer service representatives performance
prepared daily, weekly and monthly QA reports for the
individual representatives and for the team's performance
assigned as Team Lead from 6pm to 9pm EST to watch over
customer service representatives
escalated, reported known issues as observed during the
day to day customer service operation
managed and responded to chargeback cases in credit card
transactions and Paypal Disputes
attended company and team meetings which usually ran
from 10am to 12noon EST
responded to customer service tickets via chat, phone and
email
CUSTOMER SERVICE MANAGER/QA SPECIALIST
GUITAR CONTROL LLC | AUG 2008 - SEPT 2014
assisted in inventory and fulfillment related duties
developed and kept up-to-date customer service manual
and different activity logs to be used by CSRs as they
handle customer/order issues
sent daily activity/work report to the owner of the business
responded and attended customers' concerns via chat,
phone and email
responded to chargeback, Paypal disputes/cases and BBB
cases
assisted in handing affiliates accounts and services
assisted the business owner with miscellaneous tasks like
research, data entry and transcription
VIRTUAL ASSISTANT
EBIO SERVICES LLC | AUG 2004 - AUG 2008
carried out various tasks from different assigned clients in
different time zones (mostly EST, PST and MST)
carried out the following tasks:
customer service representative (email, chat, phone)
research, technical, creative, essay writing, blog managing,
personal assistant (flight booking, managing clients
calendar, and email accounts), talent scout, bookkeeping,
data entry, Merchant Accounts Management (chargeback,
paypal disputes, refunds), transcription
EDUCATION AND LICENSES
LICENSED PROFESSIONAL SECONDARY TEACHER
MAJOR IN JUNIOR MATHEMATICS
DONY
BUACO
TEACHERS CERTIFICATE PROGRAM
NAGA COLLEGE FOUNDATION
AUGUST 2012 - FEBRUARY 2013
BACHELOR OF SCIENCE IN CIVIL ENGINEERING
BICOL UNIVERSITY COLLEGE OF ENGINEERING
JUNE 1999 - MARCH 2004
VIRTUAL ASSISTANT
HIGH SCHOOL
CONTACT--SKYPE: MSDONY82
BORN ON APRIL 21, 1982
MANILA, PHILIPPINES
1930
AQUINAS UNIVERSITY SCIENCE ORIENTED HIGH SCHOOL
JUNE 1995 - MARCH 1999
SKILLS
Customer Service
Transcription
Technical Writing
Research
Data Entry
Data Mining
Invoicing
Social Media Management
Operations & Inventory
Quality Assurance
Documentation/Organizational
skills
Teaching
Scheduling
Appointment setting
Chargeback/Dispute
Management
HR Management
SOFTWARE/APPLICATIONS
SHOPIFY
LIVEAGENT
SHIPWIRE
EFULFILLMENT
WOO COMMERCE
GOOGLE DOCS
GOOGLE
SPREADSHEETS
GOOGLE VOICE
SKYPE
GORGIAS
SHAREPOINT
CANVA
BASECAMP
WORDPRESS
BLOGGER
TRELLO
SLACK
HARVEST
TIMECAMP
FRONTAPP
ASANA
ZENDESK
QUICKBASE
BITRIX24
CLICKUP
RINGCENTRAL
SKYPE
TELEGRAM
XERO
TEXTLINE
AUTHORIZE