Patrick James Gumban

Patrick James M. Gumban - |-https://www.linkedin.com/in/patrick-james-gumban-/ Barracks II, Tala, Caloocan City, 1427 PROFESSIONAL SUMMARY Organized and proactive Virtual Assistant with extensive experience in calendar and email management, client support, and technical troubleshooting. Proficient in Microsoft 365, Google Workspace, CRM platforms, and ticketing systems to boost productivity and enhance communication. Strong communicator with exceptional attention to detail, committed to delivering timely and effective assistance in fast-paced environments. KEY SKILLS • Excellent written and verbal English communication • Microsoft 365 & Google Workspace (email, calendar, docs) • SaaS platforms and CRM tools (Salesforce) • Ticketing systems (Jira, ServiceNow) • Calendar & appointment management • Customer service & client support • Highly organized, detail-oriented • Collaborative and proactive team player • Technical troubleshooting skills • Time management & multitasking • Remote communication tools (Zoom, MS Teams, Webex) EDUCATION Bachelor of Arts in English, Major in Broadcast Journalism University of Caloocan City — May 2015 PROFESSIONAL EXPERIENCE Business Support Specialist GECO Philippines, Pasig City | March 2025 – Present • Provided real-time support to Account Executives and Client Success Managers via chat and ticketing platforms, ensuring smooth use of sales management software. • Authored and updated knowledge base articles to enhance user experience and improve team efficiency. • Collaborated in monthly and quarterly cross-functional meetings to stay aligned on product updates and operational changes. Client Support Specialist Global Payments, Quezon City | March 2023 – February 2025 • Delivered multi-channel technical support (phone, email, chat) for event registration software and POS terminals. • Created and maintained knowledge base articles to streamline onboarding and reduce repeat inquiries. • Managed callback schedules using calendar tools to ensure timely client follow-ups. Tier II Technical Support Advisor Concentrix, Quezon City | January 2020 – March 2023 • Delivered expert phone support to iOS, macOS, and watchOS users, resolving complex technical issues. • Scheduled and coordinated appointments to facilitate customer service and device repairs. • Managed escalations and complaints as Tier 2 Apple Advisor, ensuring prompt resolutions. • Utilized calendar tools to track callbacks related to escalations. • Communicated updates with teammates via email for effective coordination. Technical Support Representative Teleperformance, Quezon City | May 2013 – January 2020 • Diagnosed landline issues through intensive line testing and coordinated technician dispatch. • Handled unwanted call complaints, arranging call blocking via internal systems. • Logged cases of damaged telephone infrastructure and coordinated field repairs.