Mardelyn B. Balasbas

Mardelyn B. Balasbas-| - | www.linkedin.com/in/mardelyn-balasbas- | Quezon City, Philippines Virtual Assistant | Customer Service Representative Pro | Email Support Specialist Professional Summary Detail-oriented and dependable professional with 5+ years of experience in customer service, administrative support, and back-office operations. While new to the Virtual Assistant role, I bring a solid background in managing business processes using tools like Salesforce to streamline customer interactions and data management. I’m currently expanding my skill set in GoHighLevel (GHL), focusing on beginner-level funnel creation and automation. Passionate about helping small businesses, coaches, and service providers optimize operations, improve client experience, and grow with confidence. A fast learner with a proactive and solutions-focused mindset. Professional Experience Customer Service Representative TaskUs – Meycauayan, Bulacan June 2021 - September 2023 Managed three different accounts showcasing adaptability and multi-tasking skills. Smartsheet (Back Office Support): Provided email support to handle customer concerns, contract modifications (new, cancellations, license adjustments), and assisted sales representatives with quotations. OpenWeb (Comment Moderation): Reviewed and moderated user comments (mainly from Yahoo) to maintain platform integrity and enforce guidelines. Top performer for six consecutive months. MindBody (Outbound Support): Conducted outbound calls to assist customers in registering for MindBody tools and services. Hotels and Car Reservation Specialist InterGlobe Technologies – Mandaluyong City April 2015 - June 2016 Assisted customers with hotel reservations and car rental bookings. Provided support for booking modifications, cancellations, and customer inquiries. Ensured high customer satisfaction by delivering seamless travel booking experiences. Customer Service Representative (AT&T Business Customers) Startek International – Quezon City February 2014 - February 2015 Assisted AT&T business clients with billing inquiries, payment processing, and mobile service troubleshooting. Guided customers through new phone setup, service activation, and account modifications. Provided technical support for mobile devices, ensuring efficient problem resolution. Trained as a Subject Matter Expert (SME) to assist and mentor new hires, ensuring smooth onboarding and improved team performance. Event Specialist Cilantro Resto-Bar by Lotus Garden Hotel – Ermita, Manila October 2006 – March 2013 Managed all types of events including seminars, weddings, debuts, baptisms, and corporate meetings from initial inquiry to event execution. Created and handled event contracts, coordinated with suppliers, and worked with different departments to ensure seamless operations. Supervised events from start to finish, ensuring client satisfaction and smooth execution. Assisted in designing party packages to enhance the hotel's event services. Billing PC Options – New Manila, Q.C. June 2004 – July 2006 Handled daily financial transactions, including cash, credit card, and installment payments. Ensured accurate processing of purchases and refunds while providing excellent customer service. Managed sales reports and reconciliations to maintain financial accuracy. Key Skills & Competencies ✔ Customer Service & Email Support ✔ Back-Office Support & Data Management ✔ Contract Management ✔ Online Community Moderation & Policy Compliance ✔ Billing & Payment Processing ✔ Event Planning & Coordination ✔ Cash Handling & Financial Transactions ✔ Adaptability & Quick Learning ✔ Problem-Solving & Strong Work Ethic ✔ Tools: Slack, Google Workspace, Salesforce and CRM Platforms Certifications & Tools Smartsheet (Previously Certified) – Experienced in managing data and workflows. Salesforce – Familiar with CRM functionalities for customer service and sales support. Achievements Top performer for six consecutive months as a Comment Moderator (OpenWeb, TaskUs). Recognized as a top performer in Smartsheet back-office support (TaskUs). Maintained a strong attendance record across all roles.