Joyce Florendo
Customer Support & Virtual Assistant
Professional Summary
Detail-oriented and versatile Customer Support & Administrative Virtual Assistant with
over 10 years of combined corporate and freelance experience. Skilled in email and inbox
management, customer service, executive assistance, technical support, and SOP
creation. Adept at working independently, collaborating across teams, and building
systems that improve efficiency and customer satisfaction.
Core Skills
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Customer Support (Email, Chat, Social Media DMs)
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Inbox & Calendar Management
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Executive Assistance & Scheduling
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SOP & Training Documentation
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Order Processing & Refund Handling (Shopify, eCommerce)
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Project Coordination (Notion, Trello, Slack)
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Research & Data Entry
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Social Media Engagement & Content Scheduling
Tools: Gmail, Outlook, Live Agent, ServiceNow, Salesforce, Shopify, Meta Business Suite,
Canva, Google Workspace, Microsoft Office, Trello, Notion, Slack, SharePoint
Professional Experience
Community Manager Intern
VA Training PH | July 2025
• Responded to member inquiries and provided timely support within the VA training
community.
• Assisted in managing virtual training events, onboarding sessions, and Q&A calls.
• Contributed to community engagement initiatives, ensuring resources and updates
were shared effectively.
• Helped create and organize SOPs and learning resources for trainees.
Freelance Customer Support VA
Remote | June 2022 – December 2022
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Managed email and chat support for eCommerce brands, including order tracking,
refunds, and customer inquiries.
Handled social media monitoring and responses (Facebook, Instagram, TikTok).
Created SOPs and templates for consistent customer communication.
Supported coaches and SaaS teams with inbox cleanup, admin tasks, and training
documentation.
Technical Support Engineer
Genesys Telecommunications, Inc. | June 2017 – December 2018
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Assisted customers in setting up new users in Genesys PureCloud; Setting up
Genesys cloud organization, Contact Centers for agents (which includes
Dashboards, Workforce management for agents, and Interactions).
Analyzed reported customer issues (i.e., Edge server down, inability to receive or
make calls on the Genesys PureCloud platform, incorrect report/data being
downloaded, dialer issues, missing interactions, etc.) and identified the
troubleshooting methods needed for quick remediation.
Assisted in replacing the customer's defective Edge server.
Responded to end-user support requests and patiently walked individuals through
basic troubleshooting tasks.
Worked with L2 support for any reported errors and/or bugs that needed to be
escalated to the DevOps team.
Followed up with clients to verify optimal customer satisfaction following support
engagement and problem resolution.
Processed over 100 support requests weekly for technical assistance on a wide
range of issues related to Interaction Routing, Outbound dialing, Quality
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Management, and Workforce management, Architect, Contact Center, Directory,
People Permission, Telephony, and many others.
Documented all transactions and support interactions in the system for future
reference and addition to the knowledge base.
CPE Quoting Lead / Executive Support
Accenture, Inc. | June 2012 – June 2017
• Provided accurate price quotations for network equipment, including Cisco,
Juniper, and Avaya, for a U.S.-based telecommunications company.
• Led a team in processing bulk quoting requests, ensuring timely and precise
delivery. Collaborated with account managers to maintain consistent
communication and meet project deadlines.
• Conducted cross-training sessions for newly integrated teams, ensuring seamless
transitions and knowledge sharing.
• Organized team activities as part of the Great-Place-to-Work initiative, enhancing
team engagement and morale.
IT Service Desk Analyst
IBM |October 2011 – June 2012
• Responded to Incident tickets logged into the tracking system to facilitate faster
problem identification and resolution.
• Responded to Change, Release, and Service requests according to information
provided by customers.
• Coordinated major incidents with the Network team once an alert is received. And
contacted the customer to ensure that the respective team is already handling the
incident.
• Engaged in user support interactions via telephone, chat, and email platforms.
• Attended weekly team meetings to enhance product and service knowledge and
gain insight into beneficial issue resolution strategies.
• Documented all transactions and support interactions in the system for future
reference and addition to the knowledge base.
IT Helpdesk Analyst
IBM | June 2008 – October 2011
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Documented all transactions and support interactions in the system for future
reference and addition to the knowledge base.
Built and provided basic end-user troubleshooting and desktop support on
Windows, Lotus Notes, Network, and printer access.
Provided customer support and technical support to 25 customers daily.
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Created support documentation that empowered and enabled the user community
to extend skills, leverage system features, and find resolutions to questions without
intervention from the support team.
Provided Tier 1 IT support to non-technical internal users through desk-side support
services.
Installed, modified, and repaired software and hardware to resolve technical
issues.
Assisted customers with troubleshooting issues encountered while using hardware
or software, providing actionable tips to resolve problems.
Used Magic ticketing systems to manage and process support actions and
requests.
Prepared references for users by writing clear operating instructions.
Worked with the software development team on reported errors and bugs on newly
released software and assisted in the deployment of release fixes.
Logged support tickets and closed them when issues were resolved.
Defined and documented technical support best practices for resolving issues in
Lotus Notes, Lotus Notes Sametime, User Access, Microsoft Office, printer access,
and connection issues.
Technical Support Representative
Advanced Contact Solutions | November 2006 – February 2008
- Provided customer service for telecommunications clients.
- Troubleshot basic hardware/software issues and escalated complex cases.
- Documented customer interactions and technical issues accurately.
Certifications & Training
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Certified Virtual Assistant – Executive Support, Social Media, SEO, Lead Generation
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Amazon Seller VA + Filipino PPC Masterclass
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Amazon Retail for Advertisers Certification (ID:-)
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Social Media Marketing & Virtual Assistance Training
Education
Bachelor of Science in Computer Science – De La Salle Lipa
