Robilene
Mata
GENERAL VIRTUAL ASSISTANT
EDUCATION
CONTACT
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University of San Carlos
Bachelor of Science in Business Administration - Marketing
2013 - 2015
Cebu Technological University - Bantayan Extension
Bachelor of Science Communications Technology
2016 - 2017
PROFILE
WORK EXPERIENCE
Dedicated professional with over six
years of experience in customer service,
quality control, virtual assistance,
graphic design and training delivery.
August 2024 - January 2025 (PART-TIME)
Virtual Assistant/Social Media Manager
Adore Cleaning, Australia
As a customer service agent for 3 years, I
honed my skills in resolving inquiries and
ensuring customer satisfaction.
Transitioning into a product trainer role
for 4 years, I empowered teams with
impactful training materials and in-depth
product knowledge.
In quality control, I ensured adherence
to performance standards in a Debt
Consolidation campaign, driving service
excellence through detailed evaluations
and feedback. Additionally, as a virtual
assistant for a cleaning service in
Australia, I streamlined administrative
tasks, optimized scheduling, social media
management, graphic design, and
enhanced client relationships.
I bring strong organizational,
instructional, and analytical skills,
excelling in dynamic environments while
driving exceptional outcomes.
Managed client communication and coordinated daily
operations, including scheduling and task delegation to
ensure business efficiency.
Designed and scheduled marketing posts for social media
platforms, contributing to brand visibility and engagement.
Conducted lead generation and outbound calls to potential
clients, driving business growth and securing new
opportunities.
October 2024 - January 2025 (FULL-TIME)
Quality Control Specialist
Best Office Staff, Pennsylvania
Reviewed and audited employee sales calls to ensure
compliance with company policies, sales scripts, and quality
standards for a Debt Settlement program.
Assessed call accuracy, adherence to procedures, and
effectiveness in meeting sales objectives while maintaining
professionalism.
Delivered detailed feedback and coaching to sales
representatives, improving call quality, compliance, and
overall performance.
SOFT SKILLS
Leadership and time management
Communication
Problem-solving and decision-making
Organizational and planning skills
TECHNICAL SKILLS
CRM
Zendesk
Salesforce
Amazon Connect
RingCentral
Nice
MESSANGING & CALLS
Slack
Google Meet/Zoom
Microsoft Teams
Skype
GRAPHIC DESIGN & VIDEO EDITING
Canva
CapCut
Loom
PRODUCTIVITY & TIME MANAGEMENT
EmpMonitor
PROJECT MANAGEMENT
Notion
OTHER TOOLS
Google Tools (Docs, Sheets, Drive,
Gmail, etc.)
Microsoft Office (Word, Excel,
PowerPoint, Outlook, etc.)
Meta Business Suite
April 2020 - April 2024 (FULL-TIME)
Customer Service, Agent Trainer
Sykes/Foundever, Cebu City
Trained new agents regarding company operations,
processes, services and more information they need to know
about the job.
Maintained up-to-date knowledge of product and service
changes.
Managed timely training sessions and onboarding classes to
meet company goals and metrics in a Financial Technology
program.
October 2023 - February 2024 (FULL-TIME)
Customer Service, Team Lead
Sykes/Foundever, Cebu City
Led a team of 10 members in a financial program to achieve
set of metrics.
Provided guidance, mentorship, and coaching to team
members to enhance performance and foster professional
development.
Developed and implemented strategies to improve team
efficiency, resulting an increased productivity.
August 2017 to April 2020 (FULL-TIME)
Customer Service Representative
Sykes/Foundever, Cebu City
Delivered exceptional customer service to every customer by
leveraging extensive knowledge of products and services and
creating welcoming, positive experiences.
Met customer call guidelines for service levels, handle time
and productivity in a Telecommunications/Sales account.
August 2017 to January 2018 (PART-TIME)
English Second Language Teacher
BridgeCulture Inc., Cebu City
Conduct engaging ESL lessons using the company's predesigned curriculum and materials.
Support language development by focusing on grammar,
vocabulary, pronunciation, and conversation skills.
Foster a positive learning environment while being mindful of
cultural nuances specific to Japanese students.
