Jessica Viojan

JESSICA VIOJAN QUALITY ANALYST AND VIRTUAL ASSISTANT San Pedro, Laguna, Philippines |-| @workwithvajessie Multi-skilled virtual assistant with a focus on delivering impactful results, eager to tackle dynamic challenges and apply creativity to craft intuitive user experiences. I have demonstrated proficiency in project management, user-centric problem-solving, and seamless collaboration across teams. AREA OF EXPERTISE Social Media Management Lead Generation Web Content Writing Digital Marketing Real Estate Project Management KEY ACHIEVEMENTS Supported real estate teams by handling CRM updates, lead follow-ups, MLS listings, and landing pages creation—contributing to a 10% increase in closed deals. Managed and grew multiple real estate social media accounts, increasing engagement by 50% and follower count by 40%, leading to higher brand visibility and inquiries. Planned and executed digital marketing campaigns across email, SMS, and Facebook Marketplace, resulting in a 30% increase in listing inquiries and improved client retention. PROFESSIONAL EXPERIENCE Quality Assurance Analyst April 2024 - Present Call Monitoring & Evaluation. Listened to and evaluated inbound and outbound calls, emails, and chat interactions. Scored calls based on established quality metrics such as professionalism, product knowledge, issue resolution, compliance, and adherence to scripts. Insight Reporting & Feedback. Compiled daily, weekly, and monthly QA reports summarizing agent performance, customer satisfaction drivers, and compliance issues. Jan 2020 - July 2024 Virtual Assistant Communication & Relationship Building. Built rapport with prospects and clients to foster trust and encourage long-term partnerships. Platform Management. Managed and optimized multiple platforms (Facebook, Instagram, LinkedIn, YouTube, TikTok) to increase brand presence. Ensured consistent posting, engagement, and branding across all platforms. EDUCATION Bachelor in Secondary Education June 2005 - April 2009 Universidad de Manila (formerly known as City College of Manila) Technical Writing. Created clear, concise user manuals, SOPs, and help documentation for cold calling, landing pages, and CRM tools, ensuring non-technical users could easily navigate complex platforms. ADDITIONAL INFORMATION Languages: English, Tagalog Certifications: Graphic Design Foundations, General VA, Social Media Management, Lead Generation Awards/Activities: Top Performer (2025), Top Agent (2024), Virtual Assistant of the month (April 2022), REI VA Training Completion (Feb 2020)