Jan Russel Mongcopa

JAN RUSSEL S. MONGCOPA ADMINISTRATIVE VIRTUAL ASSISTANT | SOCIAL MEDIA MANAGER | TECHNICAL & CUSTOMER SUPPORT SUMARY Resourceful and versatile professional with 11+ years of combined experience in Technical Support, Administrative Virtual Assistance, Social Media Management, Customer Support (Email & Chat), and Content Analysis. Skilled in resolving technical issues, managing day-to-day business operations, creating and scheduling social media content, and maintaining organized workflows that support business efficiency. Known for delivering clear communication, accurate documentation, and high-quality support to clients and customers. Adept at managing multiple priorities, building positive relationships, and improving engagement through thoughtful content and community interaction. Reliable, adaptable, and committed to helping teams and businesses operate smoothly and grow online. CONTACT Phone: - Email: - Address: Banilad, Dumaguete City Negros Oriental, 6200 SKILLS Social Media Management (FB, IG, TikTok, YT) Content Creation (Graphics, Captions, Short Videos) Canva • CapCut • Meta Business Suite Community Engagement & Messaging Inbox & Calendar Management CRM / Ticketing Systems Email & Chat Customer Support Technical Troubleshooting & User Assistance Data Entry • File Organization • Reporting EDUCATION Hospitality Management Negros Oriental State University •- LANGUAGES English - Proficient Filipino - Native EXPERIENCE Technical Support Specialist (Level 3) Zimplistic Philippines • Apr 2024 – Sept 2025 Diagnosed and resolved software, network, and hardware issues, achieving 85–95% firstcontact resolution rates. Delivered step-by-step troubleshooting via phone, chat, and email while maintaining high customer satisfaction ratings. Escalated complex cases and collaborated with engineering teams to ensure timely issue resolution. Documented cases and created reference notes that improved support accuracy and reduced repeat issues. Administrative Virtual Assistant & Social Media Manager Migration Business Services and Our Other COmpany • Apr 2023 – Mar 2024 Managed daily administrative tasks including email handling, appointment scheduling, client follow-ups, and document coordination, ensuring smooth and timely visa application workflows. Created and executed monthly social media content calendars; designed graphics and short-form videos using Canva/CapCut, resulting in 20–60% increased engagement and improved audience awareness. Handled community interaction through comments, messages, and chat, guiding prospective clients toward consultations and strengthening trust and conversion opportunities. Maintained organized digital client records and scheduling systems while monitoring analytics to refine content strategies and support efficient, compliant operations. JAN RUSSEL S. MONGCOPA ADMINISTRATIVE VIRTUAL ASSISTANT | SOCIAL MEDIA MANAGER | TECHNICAL & CUSTOMER SUPPORT Email & Chat Support Representative ECE Contact Center • Nov 2018 – Aug 2022 Handled 80–150+ customer inquiries daily with accuracy, clarity, and empathy. Resolved account, billing, and service concerns while maintaining 95–98% CSAT customer satisfaction. Updated CRM records and documented case resolutions to support team efficiency and knowledge-sharing. Maintained professional and conflict-sensitive communication during escalations. Content Analyst / Quality Assurance SPi Global • Jun 2012 – Nov 2018 Proofread and edited high-volume manuscripts, articles, and digital content to ensure alignment with publication standards. Identified content inconsistencies, improved clarity, and corrected formatting and grammar. Supported quality control workflows, reducing publication errors and improving output consistency.