LIZA CASTRO
Virtual Assistant - Customer Support
Professional Summary
Customer Service Representative with 9+ years of experience in BPO and remote support.
Proven ability to handle high-volume inquiries via phone and email while consistently
exceeding KPIs in productivity, quality, and customer satisfaction. Skilled in CRM tools, team
support, and process improvements.
Key Skills
Customer Service
Email Management
Calendar Management
CRM & Ticketing Tools
Light Bookkeeping
Team Training & SOP Improvement
Professional Experience
Customer Service Representative (SME)
Office Partners 360, Inc. (formerly Contact Solutions) | Remote | Jul 2019 – Aug 2025
• Achieved 100% in productivity, quality, and SLA compliance.
• Supported onboarding of new team members via Slack, improving team efficiency.
• Contributed to the enhancement of Standard Operating Procedures (SOPs).
Customer Service Representative
Sykes Asia, Inc. | Cebu | May 2017 – Mar 2019
• Served as the first point of contact for customer inquiries.
• Consistently met call handling time and call quality targets.
• Utilized CRM tools to track customer interactions.
• Coordinated with cross-functional teams for issue resolution.
• Achieved monthly customer satisfaction targets.
Customer Service Representative
Techmahindra vCustomer | Cebu | Sept 2015 – Jan 2017
• Delivered frontline customer support via phone
• Met and exceeded individual and team KPIs.
• Improved customer satisfaction performance ranking within the team.
• Accurately tracked interactions using CRM tools.
Education
Bachelor of Science in Information Systems
Asian College of Technology | Cebu City, Philippines | 2011 – 2015
