NADIA BORNEL
VIRTUAL ASSISTANT
CUSTOMER SERVICE REPRESENTATIVE
Lipa City, Batangas, PHILIPPINES |-|-
Linkedin: www.linkedin.com/in/nadia-bornel-virtualassistant
SUMMARY
Results-driven Virtual Assistant and Logistics Specialist with 14+ years of experience in customer service,
email support, logistics coordination, and administrative operations. Highly skilled in utilizing CRM systems,
ticketing platforms, and collaboration tools to streamline processes and enhance client satisfaction. Known for
a detail-oriented approach, efficient problem-solving, and the ability to thrive in fast-paced remote
environments. Proven track record in managing daily workflows, monitoring shipments, and resolving client
concerns with precision and professionalism.
SKILLS:
Technical Tools:
MS Office (Word, Excel, Outlook, MS Teams, PowerPoint)
Google Workspace (Docs, Sheets, Drive, Forms)
CRMs: Salesforce, Siebel, Console, Monday.com
TMS (WorldTrak, Alvys, RoseRocket)
Communication Tools: Slack, Front email and Zendesk for ticketing.
Core Competencies:
Customer Support & Conflict Resolution
Email & Call Management- Data Entry & Documentation
Logistics Coordination & Dispatching- Shipment Tracking & Carrier Communication
PROFESSIONAL EXPERIENCE:
Vita-Pakt Logistics
Logistics Associate / Dispatcher
June 2024 - March 2025
Managed daily shipment tracking and coordinated with carriers for timely pickups and deliveries
Communicated shipment updates to clients and handled quote requests
Sent rate confirmations and ensured accurate documentation in the TMS
Resolved delivery issues promptly and provided top-notch customer support
OMNI Logistics
Operations Agent
Aug 2022 - June 2024
Managed customer inquiries, billing concerns, and carrier communications with efficiency.
Processed orders using WorldTrak
Oversaw daily email correspondence and provided timely shipment updates.
Ensured all documentation was completed and submitted within required deadlines.
Revelation Vision
Lead Generation / Social Media Manager
Feb 2023- April 2023
Growing the Instagram and TikTok followers and engagement organically through a follow, like,
comment campaign.
Monitor social media trends and audience engagement, adjusting content strategy accordingly.
Analyze lead generation and social media performance using key metrics (conversion rates,
engagement, etc.).
NADIA BORNEL
VIRTUAL ASSISTANT
CUSTOMER SERVICE REPRESENTATIVE
Lipa City, Batangas, PHILIPPINES |-|-
Linkedin: https://www.linkedin.com/in/nadia-bornel
PROFESSIONAL EXPERIENCE:
Binance Cryptocurrency
Email Support Expert
Dec 2021 - July 2022
Amazon
Virtual Assistant / Customer Support
Jan 2021 - Dec 2021
Verified user identities through ID, document, and facial verification.
Managed and categorized support tickets using Zendesk.
Addressed high-volume email inquiries with accuracy and professionalism.
Resolved account and transaction issues, ensuring a seamless user experience.
Provided detailed guidance on platform features and troubleshooting steps.
Managed automated chatbot responses to enhance customer engagement.
Supported online store optimization through keyword research and SEO strategies.
Collaborated with the research team to monitor orders, trends, and performance.
Assisted in improving customer satisfaction by addressing inquiries and providing timely solutions.
March 2015 - Dec 2020
Telstra
Customer Support & Sales
Provided customer support via phone, email, and chat for technical issues and account inquiries.
Assisted with billing, plan adjustments, and troubleshooting devices and services.
Resolved complaints and escalated issues to ensure customer satisfaction.
Educated customers on Telstra products, promotions, and services.
Oct 2011 - Aug 2014
EGS - TSI - Transworld Systems, Inc
Collections Specialist
Made outbound calls to collect overdue payments and negotiate settlements.
Arranged payment plans and documented outcomes in customer records.
Sent follow-up communications to ensure timely payments and maintained accurate records.
Resolved customer disputes and provided payment solutions to prevent account escalation.
EDUCATION:
Bachelor of Science in Hotel and Restaurant Management
STI College - Global City, Taguig | 2009 - 2013
REFERENCES:
SAMUEL PIZZO - CLIENT
ABEL LANDEROS - OPERATIONS MANAGER
KATRIN TERCEDO - LOGISTICS SPECIALIST
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