Nelson Dimalibot

 NELSON J. DIMALIBOT Block 11 Lot 25 Molave St., Celina Mansions Subd., Loma Biñan, Laguna Profile Summary: Dedicated and results-driven professional with over 15 years of experience in customer service, technical support, and team leadership, now seeking a full-time Virtual Assistant role. Highly skilled in remote communication, CRM management, email support, scheduling, and technical troubleshooting. Proven ability to handle escalations, manage multiple tasks efficiently, and deliver exceptional client satisfaction. Tech-savvy, detail-oriented, and committed to providing reliable administrative and operational support in a fast-paced virtual environment. Professional Experience Company and Position Job Description Medtronic Inc. - Medical Device Technical Support One World Place Bldg, BGC Taguig City May 14, 2019 – February 5, 2026 • Handled 50–70 inbound calls daily supporting diabetic patients using insulin pumps and CGM devices. • Documented cases accurately in CRM systems ensuring compliance and record integrity. • Coordinated with internal teams to resolve technical and account-related issues. • Maintained high customer satisfaction through professional and accurate support. Concentrix - Customer Service/Retention Specialist Techno Park 1 Eastwood Bagumbayan Quezon City January 23, 2016 – March 01, 2018 • Online Store Support: Assisting customer with their online purchases, providing them the estimated delivery time, and assisting them with the refund. • Assisting customers with their Kindle Issue as well • TV Service Company: Receive escalated call from Tier 1 CSR if the customers would like to cancel their TV service and provide them promotional offers to win them back. Then provide first contact resolution and basic technical troubleshooting steps. • Account Billing/Reconnection team who handles issues with the bills, reconnecting account who have paid their bills and educating customer on bill interpretation. A Xerox Company - Email Support One E-com Bldg., Mall of Asia Complex Pasay City May 14, 2012 – August 09, 2015 • Educate and assist customers with their online purchases and their billing. • Process refund on their online purchases. Provide concise, quality customer service in a professional and courteous manner through email. • Provide timely resolution to customer complaints with personalized touch on every email. • Work together with other team members to accomplish project goals. SPI Global CRM - Customer Service Representative 7th flr. NSO Bldg. Espana Sampaloc Manila November 2, 2010 – March 17, 2012 • Receives calls from subscribers who are interested to apply, after sales support and billing concern. • Coordinates customer’s complaints and issues to proper channels for appropriate action such as (bill, sales & network problem). • We are also responsible in developing streamlined technique in troubleshooting mobile phones. PeopleServe - CSR/ Team Leader 1031 Aurora Blvd., Loyola Heights Quezon City Assigned to SMART Communications, Inc. June 1, 2010 - May 31, 2010 • Receives calls from subscribers who are interested to apply, after sales support and billing concern. • Coordinates customer’s complaints and issues to proper channels for appropriate action such as (bill, sales & network problem). • Constantly monitoring the performance of my team. • Provide counseling and motivates them to love their work. I ensure that they know the importance of being customer service representative. Pointman - Customer Service Representative 355 PPI Bldg. EDSA 138 Caloocan City August 25, 2006 – March 29, 2009 • Receives calls from subscribers who are experiencing connection problems in their PLDT Landline Plus (Wireless Unit) and billing. • Coordinates customer’s complaints and issues to proper channels for appropriate action such as (bill, sales & network problem). • We are also responsible in developing streamlined technique in troubleshooting of wireless landline unit. Consolidated Management Resources - Bill Reminder 53 Dagupan, San Francisco del Monte Quezon City October 25, 2005 – July 1, 2006 • Conducting call out for those clients who have overdue bill and remind to pay before the due date. • Updating the record of the customer payment. Virtual Assistant Experience Nike.com Via Upwork Account Management January 18, 2021 – March 20, 2023 • Creating an account on Nike.com website and send message to customer to let them know that account has been created and can log in to their account on Nike website. Avallon Inc. Via Upwork Document Collector and Processor November 28, 2022 – December 28, 2022 • Collecting the bill of loading documents from the logistics company email then update changes on the system. IMS Energy Australia Project Manager November 2025 – February 2026 • Managing the end-to-end setup of new campaign such as onboarding and resource planning. Skills • Virtual Assistance & Administrative Support • CRM Management (SAP CRM) • Email and Calendar Management • Data Entry & Database Management • Document Processing & File Organization • Task Coordination • Customer Service & Client Support • Task Tracking & Workflow Coordination • Xero and QuickBooks Bookkeeping Support (Bank Reconciliation, Invoice Tracking, Account Receivable, Account Payable) • Microsoft Excel (VLOOKUP, PMT, SUMIF) Certifications • Xero Advisor Certification (L1 Associate) • Xero Advisor Certification (L2 Associate) • QuickBooks Online Certification Level 1 • Certificate of Training Completion for Virtual Bookkeeping with Xero & QuickBooks Online Tools and Systems • Email & Documents: Google Workspace, Microsoft 365(outlook and excel), iTS Dispatch, ChatGPT, Grammarly, SAP CRM, Xero and Quickbook • Social Media platforms: Facebook, Instagram, TikTok, LinkedIn, Thread • Communications: Skype, WhatsApp, Viber, Telegram, Google Meet, Zoom, MS Teams • Dialer: Avaya, Vici Dial, Mojo, Five9, Skype Business, Cisco • Graphics: Canva, KineMaster, Capcut Education TECHNOLOGICAL UNIV. OF THE PHILS. Date Graduated: Ayala Blvd. Ermita Metro ManilaMarch 2005 Bachelor in Science of Industrial Education Major in Industrial Arts Character References available upon request