MARY GRACE QUIAOIT
Business Virtual Assistant
With more than eight years of experience in the contact center
industry, I am a trustworthy, consistent, disciplined, and efficient
virtual assistant who can help you grow your business. I have
expertise in delivering great assistance, ensuring projects/tasks
are finished on schedule and doing it with the utmost discretion. I
am a highly-skilled, detail-oriented virtual assistant and customer
service champion. Since I guarantee complete customer
satisfaction, I have a unique skill set that includes excellent
organizing and administrative abilities.
TOP SKILLS
Team Management
Data and Email Management
Business Review Presentation
Customer and Technical Support
General Admin Support
Social Media Management
Social Media Marketing and Paid
Social Media Advertising
EDUCATION
Lyceum of the Philippines
University - Manilla
Bachelor in Science Major in
Financial Accounting
4th Year - Undergraduate
CERTIFICATES
● Certificate of Completion in Basic
Course on Internal Audit of QMS
● Certificate of Completion in Internal
Audit of QMS: Master Class / The Audit
Program
Certification of Administrative Support
Management Training
Certificate of Participation: Boosting
Digital Productivity In the Workplace
Training
Certificate of Participation: Empathy
and Social Impacts Training/Webinar
Certificate of Participation: Workplace
Ethics and Employee Relations
Training/Webinar
Certificate of Completion: DokyuBata
2022 Classroom - Canva for Education
and Canva Videos
●
●
●
●
●
WORK EXPERIENCE
Convergys Philippines | Technical Support Specialist
July 2014 – October 2015
HP Printers account. I Handled queries about printer hardware troubleshooting,
remote access software installation, and upselling printers (for damaged and
unresolvable printer issues), inks, and printer warranties.
Teleperformance Philippines
Complaint Manager | January 2016 – November 2019
Managed customer queries about property damages caused by Telstra
contractors, technicians, and infrastructures. Also handled cases to the
Ombudsman (level 1 TIO cases) and service outages that last for a couple of
months caused by faulty infrastructures.
Technical Support Specialist | December 2019 –
March 2020
Managed customer queries about their faulty internet and phone service.
Troubleshoot and case management for issues that require technician
designation and technician's dispatch.
Advisor / Customer Service Specialist | April 2020 –
October 2021
ASOS UK - Managed inquiries about orders, accounts, refunds, replacement,
escalations, and general queries about product specifics and fashion find.
Agents Only PH | Operations Supervisor
October 2021 – September 2022
Dominos US - handle not more than 20 agents in my team. I do coaching sessions,
agent performance reviews and readouts, deep dive analysis, and audit the quality
of calls within and outside my team. I was once a community team captain, where I
attended Weekly Business Reviews, Community Performance Readouts, and KPI
Reporting for the whole community.
Being the Quality Analyst for our whole community has given me greater insight
into various topics, including calibration sessions, root cause analysis, tracking
customer interactions, and many more.
TOOLS
