Roila Alaan

Roila Alaan General Administrative Virtual Assistant- - Davao City, Davao del Sur, Philippines, 8000 PROFILE Detail-oriented Virtual Professional with proven expertise in Shopify store management and website administration. Skilled in weekly audits of product listings, SKUs, barcodes, inventory accuracy, and visual gallery updates to ensure seamless online shopping experiences. Accomplished in customer service across all channels (phone, email, chat, and social media) delivering fast, empathetic, and effective support that builds lasting customer relationships. Experienced in administrative support, lead generation, cold calling, and team coordination, with advanced proficiency in MS Office, HubSpot, JustCall, Apple Pages, Asana, Slack, Trello, Gorgias, Google Workspace, and other key tools. Recognized for combining technical precision with strong communication and problem-solving skills, consistently driving efficiency, accuracy, and customer satisfaction. PROFESSIONAL EXPERIENCE Rhino Squads - Part-time (2 hours daily) Director of Operations Assisted customers across multiple channels including email, social media (Instagram and Facebook Messenger) by promptly addressing inquiries and resolving concerns to ensure satisfaction. Performed weekly Shopify store audits, ensuring product listings, SKUs, barcodes, pricing, and inventory data were accurate and up to date. Managed website content and gallery updates to maintain brand consistency and improve the customer shopping experience. Coordinated schedules, handled correspondence, and supported project workflows to keep operations organized and efficient. Created and maintained records, reports, and documentation with high attention to detail and accuracy. 07/2025 – Present Remote My Amazon Guy Cold Caller Conducted high-volume outbound calls to introduce products and services, generating qualified leads and building a strong sales pipeline. Scheduled appointments, nurtured prospects, and handled objections effectively, driving higher conversion rates and supporting revenue growth. Documented all customer interactions in CRM systems with accuracy, ensuring reliable data for follow-up and informed decision-making. 07/2025 – 08/2025 Remote NDA Administrative Virtual Assistant Conducted lead generation research for every company events, identifying and profiling potential investors, partners, and executive candidates using Apollo.io, LinkedIn, and other online resources. Maintained organized records and accurate data entry in spreadsheets and project management tools, improving tracking, reporting, and decision-making. Supported daily operations by coordinating tasks, managing workflows in Trello and Asana, and ensuring confidentiality in handling sensitive client information. 02/2024 – 05/2025 Remote VXI Global Holdings B.V. Philippines Team Leader Led and managed a team of 20 support agents, monitoring daily operations, KPIs, and client satisfaction to ensure consistent performance. Analyzed team performance data and developed targeted action plans to improve scores, streamline workflows, and strengthen results. Coached and trained team members through one-on-one sessions and performance reviews, driving measurable skill growth and productivity. Delegated responsibilities strategically based on individual strengths to boost efficiency and accountability. 07/2022 – 06/2025 Davao City • • • • • • • • • • • • • • • Partnered with QA and Training teams to refine SOPs, escalation processes, and training materials, improving service quality and consistency. • NDA - Part-time (2 hours daily) E-Commerce Customer Support Specialist Delivered multi-channel customer support (email, chat, and social media), resolving inquiries quickly and maintaining high satisfaction levels. Analyzed customer feedback and escalated recurring concerns, contributing actionable insights to improve service quality and processes. Monitored and processed product returns and exchanges in line with company policies while ensuring a positive customer experience. Collaborated with clients during regular meetings to address challenges and recommend solutions that enhanced overall operations. 09/2023 – 11/2024 Remote VXI Global Holdings B.V. Philippines Subject Matter Expert Handled escalated calls and provided supervisor assistance, ensuring swift resolution of complex customer concerns. Performed administrative actions and supported team members with limited system access to maintain seamless operations. Mentored and coached junior team members, fostering professional growth and building team capability. Streamlined communication of product updates and operational changes, ensuring the team stayed informed and aligned. Established best practices and improvement plans that enhanced knowledge sharing, workflow efficiency, and service quality. 01/2022 – 06/2022 Davao City • • • • • • • • • VXI Global Holdings B.V. Philippines Customer Service Representative Delivered outstanding customer service across multiple channels, improving firstcontact resolution rates through active listening and clear communication. Resolved complex issues such as disputes, chargebacks, refunds, and account access with professionalism, reducing repeat inquiries and increasing customer satisfaction. Applied empathy and reassurance in complaint handling, directly contributing to higher loyalty and improved customer retention. Maintained up-to-date product and policy knowledge, enabling accurate resolutions and reducing escalations. Collaborated with the team to streamline workflows, cutting average response times and enhancing overall service efficiency. 01/2019 – 12/2021 Davao City • • • • • SKILLS General Professional Skills — Administrative Support | Customer Service | Lead Generation | Data Entry | CRM Management | Attention To Detail | Research and Analytical Skills | Records Management | Confidentiality and Data Protection | Organizing and Categorizing | Data Reliability EDUCATION Bachelor of Science in Accountancy Andres Soriano Colleges of Bislig 03/2014 – 04/2018 Bislig City, Philippines REFERENCES Dr. Nicolette Richer, CEO, Richer Health-Princess Sotto, Director of Operations, Richer Health-, - Rogelio Aurelio, Supervisor, VXI Global Holdings B.V. Philippines-, -