JUSTINE KHEN PUNZALAN
Canlubang, Calamba City, Laguna 4027 | - |-| LinkedIn
PROFESSIONAL SUMMARY
Results-driven Virtual Assistant with proven success in managing schedules, coordinating projects, and supporting
executives in fast-paced environments. Skilled in CRM tools, data entry, and workflow optimization, with a track record
of achieving 95%+ client satisfaction and handling 100+ tasks daily. Adept at combining organizational expertise with
creative problem-solving to deliver seamless remote support.
PROFESSIONAL EXPERIENCE
Customer Service Representative — Connectified Lipa (Healthcare/Retail Account)
Mar 2025 – June 2025
• Managed 50+ member calls daily on Medicare benefits, claims, and eligibility, achieving a 92% first-call resolution
rate.
• Simplified complex healthcare policies into clear guidance, reducing escalations by 15%.
• Delivered empathetic, solution-driven support that consistently earned 95%+ customer satisfaction.
• Documented inquiries and resolutions in CRM, ensuring 100% compliance with healthcare regulations.
Customer Service Representative — Alorica Lipa (Retail Account)
Oct 2024 – Jan 2025
• Handled 80+ customer interactions daily across multiple retail brands, meeting or exceeding SLA targets.
• Resolved 95% of customer complaints on first contact, improving efficiency and client retention.
• Trained on 3 new product lines in under 2 weeks, maintaining 98% transaction accuracy.
• Supported knowledge base updates and FAQs, reducing repeat inquiries by 10%.
Commissioned Artist (Freelance) — Self-Employed
June 2023 – Present
• Delivered 40+ commissioned artworks on schedule with a 100% client approval rate.
• Designed 20+ digital posters and branding projects, increasing client engagement by 30%.
• Secured 70% repeat business by building long-term client relationships through reliability and quality.
• Applied design tools (Photoshop, Canva, InDesign) to create marketing assets for online campaigns.
EDUCATION & SKILLS
• Bachelor of Science in Architecture — National University, Laguna (Aug 2023 – June 2024)
Built a foundation in design, technical drafting, and architectural concepts while balancing creativity with structural
precision.
• Bachelor of Science in Architecture — National University, Lipa (Nov 2024 – June 2025)
Enhanced knowledge in architectural design and project planning with exposure to collaborative, client-focused
projects.
Core Skills
• Virtual Assistance & Administrative Support
Efficient in managing day-to-day admin tasks including scheduling, inbox management, and documentation.
• Calendar & Inbox Management
Experienced in prioritizing emails and coordinating appointments for streamlined workflow.
• CRM Systems
Proficient in Salesforce, HubSpot, and Zoho; adaptable to new platforms for client management.
• Remote Collaboration Tools
Skilled with Zoom, Slack, Trello, Asana, Notion, and Monday.com for project coordination.
• Microsoft Office & Google Workspace
Strong command of Word, Excel, PowerPoint, Docs, and Sheets for reports and presentations.
• Digital Design
Experienced in Photoshop, Canva, and InDesign for professional visual assets.
• Workflow Optimization & Task Management
Adept at setting priorities, improving efficiency, and reducing redundant tasks.
• Customer Service & Communication
Consistently achieved high CSAT by resolving issues effectively and building client trust.
