Edward Sinchongco

Customer Escalations Specialist & Virtual Assistant

I am a results-driven professional with over 7 years of experience delivering high-impact administrative and customer operations support for international tech firms and US-based real estate businesses. My career is defined by a commitment to "end-to-end ownership," where I don’t just resolve tickets—I optimize the processes behind them to drive long-term efficiency and client satisfaction.

Throughout my tenure at companies like TaskUs and iQor, I have consistently been recognized as a "Top Performer" for maintaining 100% SLA compliance in fast-paced, remote-first environments. Whether I am managing high-priority financial fraud escalations or coordinating complex real estate transactions, my focus remains on precision, speed, and brand reputation.

• Real Estate Operations: Proficient in Qualia, Spectora, and MLS tools (Zillow/HAR) to handle home inspections, appointment setting, and calendar management.
• Advanced Customer Support: Expert in L2 escalations, risk mitigation, and crisis management, including sensitive food safety and financial fraud cases.
• Technical & FinTech Proficiency: Deep experience with CRM tools like Zendesk and Dialpad, as well as payment platforms including Stripe, Adyen, and Worldpay.
• Digital Marketing & Creative: Skilled in Google Ads management, social media direct messaging (SLA-driven), and graphic design using Adobe Photoshop and Canva.

• Overall Top Performer (ACES): Awarded for excellence from September 2021 to September 2022.
• Civil Service Eligible: Professional level (May 2024).
• Global Leadership: Acted as a Subject Matter Expert (SME), providing remote support for teams across Malaysia, Greece, India, and Italy.
• I thrive in roles that require a proactive "owner" mindset. I am highly adaptable, an expert at navigating complex CRM ecosystems, and dedicated to helping your business scale by taking the operational weight off your shoulders.