Roma Abalain

Roma Abalain Virtual Assistant | Customer Support & Social Media Specialist Email:-| Phone: - | Location: Remote | LinkedIn/Portfolio: https://www.linkedin.com/in/roma-a-64bbb714b/ PROFESSIONAL SUMMARY Virtual Assistant & Customer Service Pro with 8+ years of experience helping brands streamline operations, grow their audience, and save time. From customer care to social media management, I help businesses stay organised, responsive, and visible. CORE SKILLS ●​ ●​ ●​ ●​ ●​ ●​ ●​ ●​ Customer Service & Inbox Management Social Media Management & Content Scheduling Admin Support & Data Entry Order Processing & Ecommerce Support Community Management CRM & CMS Tools (Gorgias, Zendesk, Shopify, Trello, Canva, etc.) Strong Communication & Problem-Solving Detail-Oriented & Self-Starter PROFESSIONAL EXPERIENCE Freelance Virtual Assistant Self-Employed | Remote | 2018 – Present ●​ Support multiple small businesses and startups by managing customer service, admin tasks, and social media accounts​ ●​ Enhanced Pickleball (No. 1 Pickleball Education Platform, USA): Provided customer support across email, DMs, and product inquiries, ensuring timely and empathetic responses to grow customer loyalty​ ●​ Oh Crap (Sustainable Pet Brand): Managed all social media accounts; grew Facebook page from 25K to 55K followers, Instagram from 5K to 8K followers, and YouTube channel from 0 to 5K subscribers through organic content strategies, faceless videos, and community engagement​ ●​ Created and maintained content calendars, coordinated UGC/influencer campaigns, and monitored platform analytics to adjust strategies for growth​ ●​ Supported sustainability-focused brands with admin tasks, customer care, and backend coordination to streamline daily operations​ ●​ Handled customer queries, chargebacks, product returns, and order management for ecommerce clients, maintaining 90%+ customer satisfaction rates​ Customer Service Representative (Hospitality Industry) Various Companies | Philippines | 2013 – 2018 ●​ Delivered high-quality customer service across three hospitality brands, assisting guests with bookings, inquiries, and issue resolution both in-person and via phone/email​ ●​ Consistently met or exceeded customer satisfaction targets, earning recognition for problem-solving and guest relationship management​ ●​ Coordinated with cross-functional teams (housekeeping, reservations, front desk) to ensure seamless guest experiences​ ●​ Resolved guest concerns with empathy and efficiency, reducing complaint escalations and maintaining positive brand reputation​ ●​ Trained new team members on service standards, communication protocols, and conflict resolution​ EDUCATION Bachelor’s Degree in Hotel and Restaurant Management International Electronic Institute |- TOOLS & PLATFORMS Gorgias | Zendesk | Shopify | Canva | Trello | Slack | Google Workspace | CapCut | Later | Instagram | TikTok | Facebook ACHIEVEMENTS & HIGHLIGHTS ●​ Helped Oh Crap save 20+ hours per week in admin work through streamlined content workflows​ ●​ Boosted YouTube channel from 0 to 5K subscribers in under 6 months through optimised faceless video strategy​ ●​ Managed influencer outreach for multiple brands, coordinating partnerships and content deliverables with 20+ creators​ ●​ Consistently achieved 95%+ customer response rates within 24 hours across multiple ecommerce brands ADDITIONAL INFORMATION ●​ Passionate about sustainability and supporting ethical businesses​ ●​ Flexible availability across time zones​ ●​ Fluent in English, strong written communication​