Eric Manuel

Eric Manuel-(- / (- Summary Seasoned remote worker and virtual assistant with over 10 years of experience in customer service. Committed to delivering exceptional service with a strong focus on integrity and reliability. Goal-oriented, detail-focused, and a collaborative team player who values constructive feedback for continuous improvement. Experience Virtual Assistant Transactly Inc. May 2023 - Aug 2024 St Charles, Missouri - Remote ● ● ● ● ● ● Supported CEO with executive tasks and administrative duties. Authored 50+ blog articles and managed lead data using HubSpot CRM. Conducted lead follow-ups via HubSpot sequences and maintained pipeline updates. Contributed to data analytics and SEO projects to enhance search rankings. Collaborated on SEO-optimized content and performed keyword research with ahrefs.com. Generated performance reports and identified improvement opportunities. Acquisition Assistant Express Homebuyers USA Mar 2022 - Apr 2023 Springfield, Virginia - Remote ● ● ● ● ● Collected and processed seller data from the EHB webpage and handled incoming calls. Used Salesforce for lead management, follow-ups, and appointment scheduling. Managed offers and maintained continuous communication with sellers until transaction closure. Improved team sales processes and contributed to procedural enhancements. Helped with daily seller touch calls during title clearing to streamline operations. Virtual Assistant Cyberbacker Inc. │ Keller Williams Legacy Group Jan 2020 - Feb 2022 Canton, Ohio - Remote ● ● ● ● ● Managed CRM/MLS transactions, connecting homebuyers with agents and scheduling lender appointments. Created SEO-optimized landing pages and delivered CMA updates. Oversaw agent onboarding/offboarding and handled CRM data and troubleshooting. Coordinated listing presentations and managed lead distribution. Implemented CRM processes to improve data accuracy and efficiency. Customer Care Professional American Express Sep 2017 - Dec 2019 BGC, Taguig, NCR, Philippines · On-site ● ● ● ● ● Managed credit card applications, activations, and billing inquiries. Met high standards for sales productivity, customer satisfaction, and resolution rates. Delivered top-notch customer service via phone and email, resolving complex issues. Maintained performance metrics for handling time, resolution success, and NPS. Provided feedback to enhance service processes and support team training. Senior Support Specialist JPMorgan Chase & Co. Jun 2016 - Aug 2017 BGC, Taguig, NCR, Philippines · On-site ● ● ● ● ● Provided technical and navigational support for banking processes and systems. Assisted with hardware replacement requests and system issue resolution. Measured and improved performance based on OSAT, efficiency, call quality, and resolution success. Facilitated team training and updates on process changes and system enhancements. Acted as a key resource for technical support and system-related inquiries. Subject Matter Expert Sutherland Global Services Ltd │ PayPal-UK Jan 2010 - May 2016 BGC, Taguig, NCR, Philippines · On-site ● ● ● ● ● Resolved complex customer inquiries and escalations through phone, chat, and email. Managed team performance, including resolution rates and handle time, to ensure service quality. Facilitated team meetings to discuss product updates, process changes, and system bugs. Served as the primary point of contact for system bugs and technical issues. Provided frontline agents with guidance and support for complex service requests. Skills ● ● ● ● ● ● ● ● ● ● ● Virtual Assistance Customer Service Technical Support CRM Management SEO Client Prospecting Team Management HubSpot BoomTown Salesforce Google Workspace / Microsoft Office