Pamela Balagtas

PAMELA S. BALAGTAS Executive Virtual Assistant Phone: (- | Email:-Address: Lot 2 Blk 44 KC 19 St., Karangalan Village, Manggahan, Pasig City Professional Summary Highly motivated Virtual Assistant and Executive Assistant with extensive customer service experience and a proven track record of exceeding performance metrics in diverse industries. Adept at streamlining administrative tasks, managing schedules, and leveraging CRM systems to enhance operational efficiency. Skilled in communication, problem-solving, and providing excellent client support. Committed to delivering exceptional results through organization, attention to detail, and proactive collaboration. Key Skills • • • • • • Outstanding communication skills Learning proficiency Problem-solving and troubleshooting Close attention to detail Strong organizational skills Ability to work effectively with minimal supervision • • Administrative expertise in calendar management, email handling, and travel coordination Technology proficiency with MS Office Suite, Google Workspace, and CRM tools Professional Experience Accenture Inc. – Customer Service Associate (Insurance) February 2021 – August 2024 • Processed and resolved an average of 150+ client inquiries daily, ensuring a 98% satisfaction rate. • Managed client accounts in CRM software, reducing record discrepancies by 25%. • Coordinated with teams to meet SLA performance targets, achieving a 100% compliance rate. • Consistently recognized as a top performer, exceeding KPIs in resolution time and client retention. Enshored – Back Office Support (Travel & Shared Services) February 2019 – February 2020 • Executed data entry tasks and streamlined back-office operations, increasing team productivity by 20%. • Assisted in scheduling and booking travel for clients, maintaining 100% accuracy in itineraries. • Supported administrative functions by drafting reports and coordinating departmental communications. Sitel – Customer Service Representative (Travel) April 2016 – February 2019 • Handled travel-related inquiries for global clients, maintaining a 95% first-call resolution rate. • Collaborated with team leaders to create workflow efficiencies, reducing ticket backlog by 15%. • Provided technical support for booking platforms, enhancing customer experience and platform adoption. Techmahindra Ltd. – Customer Service Representative (Telecommunications) March 2012 – March 2013 • Responded to 100+ customer inquiries daily via phone and email, achieving a 90% satisfaction score. • Coordinated with the technical team to resolve escalated issues, improving resolution rates by 18%. Education Manggahan High School 2005 – 2009