Franz Keveen Martinez Roxas

Franz Keveen M. Roxas Virtual Assistant/Admin Assistant/Real Time Analyst Professional Summary: Resourceful Virtual Assistant and Real-Time Analyst with 5+ years of experience driving operational efficiency, maintaining service levels across multi-site accounts, and delivering measurable results in customer service, workforce management, and real estate marketing. Proven track record of optimizing schedules, improving workflows, and closing high-value leads while adapting to fast-paced environments. Recognized for reliability, multitasking skills, and the ability to deliver under pressure. Core Skills • Real-Time Workforce Management (RTA) • Virtual Assistance & Admin Support • CRM Management (Podio, Monday.com) • Data Analysis & Reporting • Cold Calling & Lead Generation • Social Media & Email Marketing • Team Training, Coaching & QA Monitoring • Process Improvement & SLA Optimization Experience Real-Time Analyst Alorica | September 2021 – September 2025 • Successfully managed 3 different accounts: Reservation, Customer Care, and Sports Betting. • Provided real-time support for 4 sites: Pasay and Davao (Philippines), Panama and Honduras (Central America). • Maintained Service Level at 90–95% and occupancy at 80–85%, ensuring operational targets were consistently met. • Created and managed RTA schedules across various shifts (open, mid, close) for optimal staffing and report coverage. • Operated as the sole RTA for 3 consecutive months, earning supervisor recognition for exceptional reliability during periods of staffing shortage. • Monitored queues and generated real-time performance reports, contributing to enhanced team responsiveness and issue resolution. Subject Matter Expert / Temporary QA / Customer Service Representative Alorica | June 2020 – September 2021 • Accumulated 1 year and 3 months of experience across 3 different accounts: Healthcare, Retail, and Collections. • Consistently ranked in the Top 3 agents, leading to a promotion to Subject Matter Expert (SME) and later temporary QA. • Handled complex customer issues, call quality monitoring, and agent coaching in a seasonal QA capacity. • Demonstrated versatility by adapting to various account needs and assisting in quality and operational improvements. Virtual Assistant / Cold Caller / Marketing Specialist (Real Estate) Real Offers | September 2022 – June 2025 • Closed 18 qualified leads, holding the record as the fastest cold caller to close a deal. • Responsible for outbound calling, prospecting, client qualification, and follow-up via CRM tools. • Created engaging content for social media and video editing to increase property visibility and lead generation. • Maintained and updated CRM databases to track leads, client interactions, and campaign performance. • Collaborated with real estate agents, graphic designers, and photographers to create highquality marketing materials for social media content. • Contributed to pipeline development and assisted in refining the sales call approach for improved lead engagement. General Virtual Assistant (Part-Time) FanFusion | March 2025 – September 2025 • Executed tasks such as data entry, sports video downloading, video editing and research to support content and operations. • Contributed to organized databases and improved internal workflows by handling repetitive tasks efficiently. Education Bachelor of Science in Information Technology STI College Alabang | 2015 – 2020 • I graduated with a solid foundation in IT systems, software, and data analysis. Key Achievements • Adapted to and succeeded in 3 different accounts within 15 months at Alorica. • Maintained high service levels across multiple time zones and regions. • Operated as a solo RTA for months under pressure without disruption to service. • Set a performance record in cold calling for lead conversion speed. Certificate • Social Media Management https://coursera.org/share/a2a78db080ba4b2d965dadbee5558eab • Social Media Marketing https://coursera.org/share/3e1a5eb6a55397f879471be7f97dc5d8 • Workforce Production https://coursera.org/share/09fb096f730acee3d68ab31b763a8fa4 • Marketing Analytics https://coursera.org/share/f42de869a61f64fe-ba95df1ec • Six Sigma White Belt https://coursera.org/share/4e31b94f8824bbf8cc-cef7cd