John Martine Grepo

. . John Martine Grepo General Trias, Cavite, Philippines -- in/johnmartinegrepo SUMMARY Results-oriented and dependable customer service representative with more than 8 years’ diverse experience in providing exceptional service to the multicultural population. Demonstrated ability to contact customers, respond to their inquiries, handle accounts, and resolve issues. EXPERIENCE Project Manager in training | Ultraliminal | Tampoa, FL | February 2024 -February 2025 • Currently enrolled in Coursera's Google Project Management program on a scholarship, actively acquiring a strong foundation in project management principles, methodologies, and best practices. • Collaborating with the Business Development Representative (BDR) team to clean and analyze data, identify high-quality leads and contribute to improving the lead generation process. • Developing and implementing a systematic approach to data cleaning, ensuring the accuracy and completeness of customer information in Google Sheets and HighLevel CRM. • Assisting in onboarding new customers, ensuring a smooth transition and positive experience by providing guidance, training, and support. • Demonstrating strong problem-solving skills and adaptability, effectively managing competing priorities and ensuring project milestones are met within the defined scope and budget. Virtual Assistant Manager, Data Team | SPIN Companies | Tampa, FL | October 2021 - September 2024 • Managed a team of 9 Virtual Assistants (VAs) in the Data department, reporting directly to the CTO/Director of IT. • Utilized public records to identify and research distressed real estate assets and skip tracing to locate and contact property owners. • Maintained data integrity across multiple platforms, including Google Sheets, Salesforce, GoHighLevel, and Bitrix24. • Identified and resolved data discrepancies and gaps to ensure the accuracy and completeness of property and owner information. • Trained and mentored VAs on data best practices skip tracing techniques, and utilization of key software tools. • Assisted with phone compliance by registering phone numbers with anti-spam databases to ensure validity and maintain good standing. Virtual Assistant/ Appointment Setter | Synergy Direct Funding | San Diego, CA | February 2019 - October 2021 • Identified and qualified leads for Synergy Direct Funding's business micro-loans, merchant cash advances, equipment leasing, credits, and working capital services through online research, social media, and relevant databases. • Contacted leads through preferred communication channels, such as emails, cold calls, or social media messages, to introduce Synergy Direct Funding's services and set up appointments with sales representatives. • Managed and maintained a well-organized calendar for scheduling appointments, ensuring no double bookings or conflicts arose. • Followed up with leads and clients to confirm appointments, reschedule if necessary, and provide relevant information or documents before the meeting. • Updated and maintained accurate records of lead and client information in the company's customer relationship management (CRM) system. Customer Service Representative | VXI Philippines | Pasay, Philippines | January 2018 - February 2019 • Answered incoming calls and resolved customer complaints, inquiries, and issues professionally, empathetically, and timely, ensuring high customer satisfaction. • Provided customers with accurate and detailed product and service information about the company's offerings. • Conducted thorough research using available resources, such as knowledge bases, product manuals, and internal documentation, to find the most appropriate solutions for customer concerns. • Identified and escalated complex or sensitive issues to supervisors or relevant departments, following established protocols and ensuring proper documentation and communication. • Maintained and updated customer records in the company's CRM system, ensuring data accuracy and completeness for future reference and analysis. • Consistently met or exceeded key performance indicators (KPIs) related to call handling time, first-call resolution, and customer satisfaction scores. . . Account Retention Specialist | IQOR Philippines | Cavite, Philippines | October 2016 - January 2018 • Analyzed customer data and feedback to identify common pain points and developed targeted retention campaigns, reducing churn rates and improving customer lifetime value. • Conducted regular account reviews with high-value customers, discussing current challenges and future goals and how IQOR's services could continue strengthening the business relationship. • Collaborated with the product team to provide insights on feature requests and improvements based on customer feedback, contributing to developing a more customer-centric product roadmap. • Developed and maintained a comprehensive knowledge base of common objections and compelling counter-arguments to address customer concerns and maintain consistency. EDUCATION Undergraduate | Lyceum of the Philippines University Cavite, Philippines Hotel Services CERTIFICATIONS Foundations of Project Management | Google | 2025 SKILLS Languages: Fluent English, Tagalog Software: Excel, Google Doc, Google Sheets, GoHighLevel, Salesforce, Bitrix24, hiya, whitepages.com truepeople search, beenverified, IDI, Delvepoint, Tracers