Liza Castro

LC Hello, I am Liza! VA- CUSTOMER SUPPORT work is where the internet is Know me better I am a Customer Support and Virtual Assistant professional with 8+ years of experience in BPO and remote work. Skilled in managing customer communications, team support, and process improvements. I focus on delivering measurable results that improve efficiency and customer satisfaction. Background Asian College of Technology vCustomer Sykes Asia, Inc. Customer Service Representative September 2015- January 2017 Customer Service Representative May 2017 - March 2019 (also known as TechMahindra) Cum Laude Bachelor of Science in Information Systems 2011 - 2015 (also known as Foundever) Office Partners 360, Inc. (previously known as Contact Solutions) Customer Service Representative (SME) July 2019 - Aug 2025 Key Skills Customer Service & Client Support Email & Calendar Management CRM & Ticketing Tools (Salesforce, Freshdesk, etc.) Light Bookkeeping & Admin Support Team Training & SOP Development Communication & Problem-Solving TOOLS I USE Canva Google Suite Slack Jira, Freshdesk, and Salesforce Zoom and Microsoft Teams Chat GPT Deliverables Customer Support Excellence: Handle high-volume inquiries with accuracy and empathy. Achieved 100% SLA compliance and exceeded satisfaction targets. Process & SOP Improvements: Drafted and updated Standard Operating Procedures. Streamlined workflows for efficiency. Team Training & Support: Onboarded new hires, guided productivity, and created team resources for collaboration. CRM & Documentation: Proficient in CRM tools for logging, resolving cases. Maintained accurate customer records. tracking, Team Lead Testimonial Let’s connect. @va_lizac EMAIL -PHONE (- and