LIZA CASTRO
SUMMARY
Reliable Customer Support - VA with 10+ years of experience delivering high-quality customer service
across BPO and remote freelance environments. Known for being detail-oriented, reliable, and proactive,
with the ability to communicate clearly with customers, internal teams, and stakeholders in fast-paced
environments.
WORK EXPERIENCE
GENERAL VIRTUAL ASSISTANT, JointEfforts Millwork (freelance)
Prepare an invoice on QuickBooks for projects added to the client’s ProCore account.
Track uncollected payments.
Record payments received.
Jan 2026
GENERAL VIRTUAL ASSISTANT, HorizonOne PH (freelance)
Dec 2025
Find leads using Hunter.io and LinkedIn.
Draft an email to send to prospective small business owners looking for Virtual Assistants.
CUSTOMER SUPPORT - VA, Alexa CPA Group (freelance)
Dec 2025
Handle inbound calls from clients.
Book a discovery call for prospective clients looking for help with their tax returns.
CUSTOMER SERVICE REPRESENTATIVE (SME), Office Partners 360 Inc.
July 2019 - Nov 2025
Achieved 100% productivity, quality, and SLA compliance.
Supported new team members via Slack, improving team performance.
Helped with the enhancement of Standard Operating Procedures (SOPs).
Managed customer inquiries through email and phone with efficiency and empathy.
Utilized tools like Jira to track, resolve, and report issues.
CUSTOMER SERVICE REPRESENTATIVE, Sykes Asia Inc.
May 2017 - Mar 2019
Provided frontline support for customer inquiries via inbound calls.
Consistently met call handling time, quality, and satisfaction targets.
Collaborated with other departments to ensure timely issue resolution.
Documented customer interactions in Salesforce, a CRM tool, with accuracy.
Maintained high customer satisfaction ratings through empathy and active listening
CUSTOMER SERVICE REPRESENTATIVE, TechMahindra vCustomer
Sept 2015 - Jan 2017
Delivered prompt and professional assistance to customer queries.
Met team and individual performance metrics.
Enhanced client retention through high-quality service delivery.
Recorded and analyzed customer feedback for process improvements.
Ensured compliance with company policies and customer satisfaction standards
Jun 2011 - Mar 2015
EDUCATION
Bachelor of Science in Information System
Asian College of Technology
TECH STACK & TOOLS
Communication
Slack, Microsoft Teams, Zoom, Google Meet, Zoho Cliq
CRM
Salesforce
Design & Content
Canva, Capcut
AI
ChatGPT, Gemini
Others
Monday.com, Jira, Freshdesk, QuickBooks, Google Workspace, Hunter.io,
ProCore
