Marry Grace Ogena

Marry Grace C. Ogena - - www.linkedin.com/in/marrygraceogena PROFESSIONAL SUMMARY Resourceful and detail-oriented virtual assistant with newly acquired expertise in email marketing and administrative assistance. Skilled in customer support, data qualification, report analysis, and team coordination. Known for streamlining workflows, enhancing communication, and delivering accurate, timely support in dynamic environments. TECHNICAL SKILLS Administrative: Calendar Management, Email Management, Appointment Scheduling, Process Documentation, Email Marketing, Cold Email Outreach Tools: Google Workspace, Microsoft Office Suite, Salesforce, HubSpot, Asana, Trello, Zendesk, Apollo, Zoho, Notion, Capcut, Calendly, Monday.com, ClickUp Communication: Phone, Email, Chat, Customer Service, Vendor Coordination Reporting & Analytics: Data Entry, Microsoft Excel, SQL, Report Preparation, CRM Tools, Data Management PROFESSIONAL EXPERIENCE Virtual Assistant Jan 2025 - Apr 2025 Lefty’s Right Mind (Intelegencia BPO LLC) Pasig City, Philippines Managed purchasing, inventory tracking, and order processing, achieving a 95% on-time delivery rate. Coordinated vendor onboarding and maintained up-to-date records, reducing approval delays by 30%. Oversaw project timelines and ensured 100% contract readiness across vendor transactions. Data Qualifications Specialist Aug 2024 - Oct 2024 ACG Brands (Intelegencia BPO LLC) Pasig City, Philippines Made 70–100 outbound calls daily to qualify leads and promote services, exceeding target conversion rates. Collaborated with internal teams to align outreach strategies, boosting lead quality and engagement. Optimized call scripts and handling procedures, reducing call handling time by 15%. Customer Service Representative Jul 2023 - Aug 2024 Popchew (Intelegencia BPO LLC) Pasig City, Philippines Delivered multi-channel support (email, phone, chat) with a 99% issue resolution rate. Provided Tier 1 technical support to 50+ restaurant partners weekly, improving customer satisfaction. Collaborated with cross-functional teams to reduce ticket escalation volume by 18%. Real-Time & Reports Analyst Oct 2022 - Jul 2023 Datamatics Pasig City, Philippines Generated daily EOD reports and performance dashboards for internal teams and external clients. Verified and updated monthly data sets to ensure reporting accuracy and compliance. Developed incentive tracking and attendance reports, improving team productivity monitoring. Team Leader May 2022 - Oct 2022 PSI LLC (Datamatics) Pasig City, Philippines Led a team of 13 members, regularly conducting scheduled coaching, live call listening, and performance feedback to support development. Monitored and passed monthly KPIs, with 99% quality assurance passing score of monthly. Tracked performance data, and compiled insights for the Monthly Business Report (MBR). Completed daily responsibilities and ad hoc tasks while actively contributing to team meetings and business reporting. Subject Matter Expert Mar 2021 - May 2022 PSI LLC (Datamatics) Pasig City, Philippines Provided floor support by assisting over 200 agents from various teams with candidate concerns and process-related questions. Balanced responsibilities by taking more than 40 phone calls during the first half of the shift and offering floor support in the second half. Handled escalated issues by taking supervisor calls to ensure prompt resolution. Customer Service Representative Sep 2020 - March 2021 PSI LLC (Datamatics) Pasig City, Philippines Achieved consistent 100% attendance and quality scores across call handling metrics. Guided candidates through scheduling, refunds, and exam policies, ensuring compliance. Processed refunds and special cases efficiently, with minimal rework and escalation. EDUCATION Hotel and Restaurant Services |- Metro Manila College, Quezon City, Metro Manila, Philippines Relevant Coursework: Food and Beverage, Bartending, Housekeeping, Bookkeeping, Barista CERTIFICATIONS A Beginner’s Guide to Email Marketing, LinkedIn (2025) Administrative Professional Foundations, LinkedIn (2025) Boosting Your Time Management with AI Tools, LinkedIn (2025) Creator Tools Weekly, LinkedIn (2025) Six Sigma Foundations, LinkedIn (2025) Time Management Tips: Scheduling, LinkedIn (2025)