Ma. Jessa Surtida

MA JESSA D. SURTIDA CUSTOMER SUPPORT | VIRTUAL ASSISTANT SUMMARY Customer Service–focused Virtual Assistant skilled in managing administrative tasks, inbox and calendar coordination, CRM data entry, and customer communication. Detail-oriented, proactive, and committed to providing exceptional support and positive client experiences. PROFESSIONAL EXPERIENCE BUSINESS SUPPORT SPECIALIST | SOCIAL LEXICON Jan. 2024 to Feb. 2026 Social Media and Reputation Management Interprets and presents data for reportorial deadlines Lead Generation Lead Outreach and closing deals Data encoding/ recordkeeping Customer Service Representative – Phone & Email Support Cold Calling Prepares invoices, tracks accounts, and follows up on payments to ensure timely and accurate collections Email Marketing (MailChimp) and publishing social media creatives (Metricool) Appointment Setter DATA ENCODER | DIRECT UK CLIENT (PART-TIME) Apr. 2023 to Nov. 2023 Perform regular data quality checks to identify and correct errors. Accurately input and update data in databases, spreadsheets, and other systems. Supporting administrative or clerical tasks related to data management Jan. 2023 to Mar. 2023 E-BAY PRODUCT LISTER | MYTHIKOS VIRTUAL SOLUTIONS Use eBay's listing tools to create professional-looking listings, including selecting appropriate categories, writing titles, and inputting item specifics. Determine competitive yet profitable pricing strategies for products based on market research and competition analysis. Sept. 2014 to Aug. 2018 RESOLUTION SPECIALIST | CONVERGYS/ CONCENTRIX DAVAO Handle complex and escalated customer inquiries and issues, ensuring timely resolution and a positive customer experience. Assist new customer service representatives. Analyze escalated customer issues to identify the root causes. Provide accurate, company-approved resolutions during the call whenever possible SKILLS Data Encoding Customer Service Communication Skills Administrative Proficiency Time Management Attention to Detail EDUCATION Bachelor of Science in Business Administration San Pedro College 2010 - 2014 Secondary Davao Wisdom Academy 2006 - 2010