Ma. Joy Quinale

Ma Joy Quinale WORK EXPERIENCE About Me A dedicated professional with almost 2 years of experience as a General Admin Virtual Assistant, Cold Calling and a background in team leadership in the BPO industry. I specialize in streamlining administrative tasks, managing teams, and solving problems to improve operational efficiency. Passionate about helping businesses succeed, I’m focused on delivering quality results through clear communication and effective solutions. Education Completed coursework in Computer Engineering Adamson University 06/2006-04/2008 Professional Skills Virtual Assistance Team Leadership Customer Service Language English 5/5 Citizenship Filipino Character Reference Jerick Orbe- Former Colleague General Administrative Virtual Assistant Peak Support LLC | 07/2021 – 02/2025 | Virtual Assistant / Cold Caller | USA (Remote) Managed emails, calendars, and travel arrangements. Handled data entry, file organization, and CRM updates. Provided customer support via chat, email, and phone. Cold calling and Appointment Setting. Team Leader / Seasonal Operations Manager Collective Solution Inc. | 06/2021 – 07/2023 | BPO & Customer Support | Philippines (Remote) Led a customer support team, monitored performance, and coached agents. Managed workflow, scheduling, and reporting. Handled escalations and process improvements. Utilization Management Associate Legato Health Technologies | 01/2021 – 06/2021 | Healthcar | Philippines (Remote) Processed medical claims and verified patient eligibility. Assisted healthcare providers with documentation. Ensured compliance with insurance policies. Team Leader AFNI Philippines Inc. | 03/2017 – 01/2021 | BPO & Customer Support | Philippines Supervised customer service agents and led training sessions. Managed operations, reporting, and escalations. Improved customer experience and service quality. Customer Service Representative Teleperformance | 12/2015 – 03/2017 | BPO & Customer Support | Philippines Assisted customers with billing, troubleshooting, and account issues. Handled escalations and ensured high satisfaction ratings. Documented customer interactions and solutions. TOOLS AND PROFICIENCY Google Workspace Microsoft Office Salesforce Slack Zoom Calendly