Sabrina Serrano

Sabrina Serrano Virtual Assistant | Customer Service Specialist PROFESSIONAL SUMMARY Dynamic Customer Service Specialist & Virtual Assistant with 12 years of proven success in delivering exceptional client support and seamless administrative management. Recognized for strong communication, problem-solving, and organizational skills, I excel at optimizing workflows, building lasting client relationships, and adapting quickly to diverse business needs. Proficient in a wide range of virtual tools and platforms, I provide reliable, results-driven assistance tailored to help businesses of all sizes grow and thrive. PROFESSIONAL SKILLS OVERVIEW 🔹Customer Service:​ Providing exceptional support to customers by addressing inquiries, resolving issues, and ensuring satisfaction. 🔹Administrative Support:​ Efficiently managing daily office tasks, organizing files, and maintaining structured workflows. 🔹Cold Calling:​ Engaging potential clients, generating leads, and promoting services with persuasive communication. 🔹Appointment Setting:​ Scheduling meetings, confirming appointments, and managing bookings effectively. 🔹CRM Management:​ Updating and maintaining customer relationship management (CRM) systems to track interactions and enhance client relationships. 🔹Email Management:​ Organizing, prioritizing, and responding to emails to ensure timely communication. 🔹Data Entry:​ Accurately inputting, updating, and managing data in various systems and databases. 🔹Calendar Management:​ Coordinating schedules, setting reminders, and avoiding scheduling conflicts. 🔹Invoicing & Payment Processing:​ Creating, sending, and tracking invoices while ensuring timely payment processing. KEY STRENGTHS & COMPETENCIES ✔ Time Management – Efficiently prioritizing tasks to meet deadlines and enhance productivity. ✔ Attention to Detail – Ensuring accuracy and precision in all tasks and communications. ✔ Communication Skills – Strong verbal and written communication for effective interactions. ✔ Organization – Structuring workflows and maintaining order for seamless operations. ✔ Decision-Making – Assessing situations and making informed, effective choices. ✔ Reliability – Consistently delivering quality work and meeting commitments. ✔ Integrity & Dependability – Maintaining honesty and trustworthiness in all professional dealings. ✔ Flexibility & Adaptability – Adjusting to changing priorities and handling diverse challenges. PROFESSIONAL EXPERIENCE 💼 General Virtual Assistant | Customer Service Specialist Home Cleaning Services - Homestead Heroes Cleaning 📅 October 2024 - July 2025 (Part-Time) 📍 Remote 📆 Schedule & Email Management: ✔️ Checked and managed daily schedules to ensure smooth operations. ✔️ Handled bookings, reservations, and cancellations efficiently. ✔️ Monitored and organized emails, responding to client inquiries promptly. 📜 Administrative Support: ✔️ ️Send receipts, invoices, and estimates to clients. ✔️ Managed and tracked financial transactions for accuracy. 📞 Customer Support & Marketing: ✔️ Answered and handled calls professionally. ✔️ Managed social media content and engagement. ✔️ Conducted lead generation through cold calling and email marketing. 💼 Sales Admin Assistant Canadian Accounting Firm - Argento CPA 📅 July 2024 - August 2024 (Full-Time) 📍 Remote 🔍 Lead Qualification & Research: ✔️ Vetted each lead to ensure they met business criteria. ✔️ Conducted in-depth research using company websites, LinkedIn, and other sources. 📞 Verification & Communication: ✔️ Make verification calls to potential leads with clear and professional communication. ✔️ Maintained detailed records of the vetting and verification process. 💼 General Virtual Assistant | Customer Service Specialist Home Cleaning Services - Boca Boys Cleaning 📅 March 2024 - May 2024 (Part-Time) 📍 Remote 📆 Scheduling & Team Coordination: ✔️ Managed and updated daily schedules for the cleaning crew. ✔️ Tracked daily sales and performance reports. 📜 Administrative Tasks: ✔️ ️Send invoices, receipts, and estimates to clients. ✔️ Assisted in tracking employee hours and payroll verification. 💼 Customer Service Specialist Natran Pest Control 📅 October 2023 - December 2023 (Full-Time) 📍 Remote 📞 Client Support & Communication: ✔️ Handled inbound and outbound calls to assist customers. ✔️ Acted as a liaison between customers and technicians. 📆 Scheduling & Logistics: ✔️ Managed appointment scheduling and optimized technician routes. ✔️ Inputted and maintained customer agreements in PestRoutes. 💰 Billing & Collections: ✔️ Assisted with collections and payment processing. 💼 General Virtual Assistant | Customer Service Specialist Paws & Claws CBD 📅 September 2023 - April 2024 (Freelance) 📍 Remote 📧 Email & Customer Support: ✔️ Managed customer emails, responding promptly and professionally. ✔️ Assisted with order tracking, inventory management, and data entry. 🌟 Brand Growth & Process Improvement: ✔️ Provided feedback and collaborated with the team to improve the customer experience. 💼 Cold Caller | Appointment Setter Travel Flow Services Inc 📅 July 2023 - August 2023 (Full-Time) 📍 Remote 📞 Lead Generation & Sales: ✔️ Made outbound calls to generate high-quality leads. ✔️ Scheduled consultations for prospective clients. 📊 Tracking & Reporting: ✔️ Accurately documented productivity and sales metrics. 💼 Credentialing and Onboarding Support Representative Elite Medical Staffing 📅 April 2023 - January 2024 (Freelance) 📍 Remote 📋 Onboarding & Compliance: ✔️ Verified licenses, credentials, and required documents for new employees. ✔️ ️Contacted employees to guide them through the onboarding process. 📞 Employee Support: ✔️ Assisted candidates with hiring-related inquiries via phone, text, and email. 📊 Data Management: ✔️ Maintained accurate records in the applicant tracking system. 💼 General Virtual Assistant | Customer Service Specialist Bright N Shiny Cleaning Services 📅 April 2021 - April 2023 (Full-Time) 📍 Remote 📆 Operations & Scheduling: ✔️ Managed crew schedules, bookings, and reservations. ✔️ Tracked daily write-ups and sales reports. 📜 Payroll & Finance: ✔️ Verified employee hours and processed payroll. ✔️ Send receipts, invoices, and estimates. 📞 Team Communication: ✔️ ️Handled Slack management for the team. ✔️️ Answered and directed calls accordingly. 💼 Cold Caller | Appointment Setter Power Capital Realty, LLC 📅 January 2021 - July 2021 (Part-Time) 📍 Remote 📞 Sales & Lead Generation: ✔️ Conducted outbound calls to potential real estate leads. ✔️ Scheduled client consultations efficiently. 💼 General Virtual Assistant | Customer Service Specialist Roofing and House Painting - More Prospects Now 📅 April 2021 – December 2021 (Full Time) 📍 Remote 📆 Scheduling & Lead Generation: ✔️ Managed bookings and scheduled appointments for various locations. ✔️ Confirmed appointments with customers and team members. 📞 Outbound Calling & Customer Service: ✔️ Conducted outbound calls to generate leads. ✔️ Provided top-tier customer support. 💼 General Virtual Assistant | Customer Service Specialist Caregiver Facility 📅 May 2021 (Full Time) 📍 Remote 📊 Administrative & HR Support: ✔️ Assisted in making daily reports and responding to client inquiries. ✔️ Scheduled staff for clients and maintained staff records. 📞 Recruitment & Communication: ✔️ Interviewed applicants for healthcare positions. ✔️ ️Handle inbound and outbound calls professionally. 💼 General Virtual Assistant | Customer Service Specialist Alpha Midway Dance Studio 📅 May 2020 – May 2021 (Full Time) 📍 Remote 📧 Customer Service & Social Media: ✔️ Managed online inquiries through chat, email, and calls. ✔️ Oversaw social media accounts (Facebook, Instagram). 📜 Administrative Support: ✔️ Handled bookings, sent invoices, and managed rental agreements. 💼 Customer Service Specialist Cleaning Company - HD Cleaning Services 📅 June 2020 – December 2020 (Full Time) 📍 Remote 📞 Customer Communication & Support: ✔️ Answered inbound phone calls professionally and efficiently. ✔️ Followed up with technicians regarding job statuses to ensure timely service completion. ✔️ Provided updates to customers regarding their service requests. 📜 Administrative & Booking Management: ✔️ Managed client bookings, service appointments, and scheduling. ✔️ Processed and sent invoices for completed services. 💼 General Virtual Assistant | Customer Service Specialist Hair Salon - Swoope Hair, LLC 📅 March 2020 – April 2020 (Full Time) 📍 Remote 📧 Client Communication & Social Media: ✔️ ️Responding to emails and phone calls, providing top-notch customer service. ✔️ Managed and monitored social media accounts (Facebook & Instagram). 📜 Administrative & Marketing Support: ✔️ Created presentations for internal use and client engagement. ✔️ Conducted cold calling campaigns using a list of prospective clients. 💼 Cold Caller | Appointment Setter Real Estate - Mondello Investment Group, LLC / Homevestors of America, Inc 📅 October 2019 – May 2020 (Part Time) 📍 Remote 📞 Lead Generation & Sales: ✔️ Made outbound calls to identify potential real estate investment leads. ✔️ ️Engage with prospects to understand their needs and qualify them for sales follow-ups. 📆 Scheduling & Data Tracking: ✔️ Set up appointments between prospective clients and sales representatives. ✔️ Accurately documented productivity, call metrics, and lead conversions. 💼 General Virtual Assistant | Customer Service Specialist Canadian Accounting Firm - RC Financial Group 📅 September 2019 – March 2020 (Full Time) 📍 Remote 📧 Customer & Administrative Support: ✔️ Handled inbound and outbound calls, assisting clients with inquiries. ✔️ Created presentations for company reports and meetings. 🌍 Social Media & Lead Generation: ✔️ Managed company social media accounts (Facebook & Instagram). ✔️ Conducted research and cold calling to generate potential business leads. 💼 General Virtual Assistant | Customer Service Specialist Earth Choice Supply CBD 📅 September 2019 – March 2020 (Full Time) 📍 Remote 📞 Customer Engagement & Support: ✔️ Managed and responded to customer inquiries via online chat, email, and phone. ✔️ Provided first-line customer service support, ensuring prompt issue resolution. 📊 Marketing & Social Media Management: ✔️ Created presentations for internal use and client education. ✔️ Managed and monitored social media accounts (Facebook, Instagram, Twitter). ✔️ Conducted outbound calls to potential customers to drive sales and engagement. 💼 Cold Caller | Appointment Setter Health Insurance Advisor and Broker - Healthcare Solutions Team 📅 July 2019 – September 2019 (Part Time) 📍 Remote 📞 Outbound Calling & Lead Generation: ✔️ Made high-volume outbound calls daily to potential insurance clients. ✔️ Educated prospects on available health insurance plans and services. 📆 Appointment Scheduling & Data Management: ✔️ Scheduled consultations between clients and health insurance advisors. ✔️ Tracked and reported call productivity and sales conversion metrics. 💼 Customer Service Representative II Manulife Business Processing Services - Captive Site 📅 July 2018 – December 2018 📍 Office-Based (Philippines) 📞 Inbound & Outbound Support: ✔️ Handled incoming calls from Canadian clients, providing assistance and resolving account-related inquiries. ✔️ Conducted outbound calls for account follow-ups to ensure customer concerns were addressed efficiently. 💡 Customer Service Excellence: ✔️ Delivered high-quality service to both internal and external clients through accurate and timely processing of requests. ✔️ Effectively responded to customer inquiries, ensuring resolutions met company standards. ✅ Decision-Making & Accountability: ✔️ ️Assume personal responsibility in resolving issues, even in uncertain situations. ✔️ Took initiative to engage necessary resources to ensure customer satisfaction. 💼 Customer Service Representative II | Fraud Specialist JP Morgan Chase & Co. (Cebu City) 📅 April 2014 - June 2018 (Office-Based) 📍 Office-Based (Philippines) 🔍 Fraud Prevention & Investigation: ✔️ Managed incoming and outgoing calls related to potential fraudulent activity on customer accounts and merchant establishments. ✔️ Processed check fraud claims, ensuring accurate investigation and resolution. 📊 Data-Driven Risk Management: ✔️ ️Utilized analytics to identify and prevent fraud, reducing financial losses. ✔️ Balanced risk mitigation with customer satisfaction by ensuring a seamless experience while securing accounts. 🌟 Customer Experience & Resolution: ✔️ Provided expert analysis to resolve fraud-related concerns efficiently. ✔️ ️Worked on loss prevention and recovery, protecting both the company and its clients. 💼 Customer Service Representative II Anthem Blue Cross & Blue Shield - Convergys (Cebu City) 📅 October 2012 - March 2014 📍 Office-Based (Philippines) 📞 Inbound Customer Support: ✔️ Handled a high volume of incoming calls for Anthem Blue Cross & Blue Shield. ✔️ Assisted customers with inquiries regarding health insurance policies, claims, and benefits. ✔️ Provided accurate and clear explanations of coverage details and account information. 🛠 Problem Resolution & Case Management: ✔️ Resolved customer concerns efficiently by troubleshooting issues and processing requests. ✔️ Maintained accurate and up-to-date customer records in the system. ✔️ Ensured timely follow-ups on pending requests to meet service level agreements. 💻 Tools & Applications: ✔️ ️Utilized various client-based tools and CRM systems for customer management. ✔️ Navigated multiple databases to retrieve policy details and provide precise information. 🌟 Customer Service Excellence: ✔️ Delivered professional and empathetic support, ensuring high customer satisfaction. ✔️ Met and exceeded performance metrics, including quality assurance and response time. 💼 Customer Service Representative II Qualfon, Cebu City - Contact Center 📅 July 2012 – August 2012 📍 Office-Based (Philippines) 📞 Customer Support & Inquiry Resolution: ✔️ Handled incoming calls, assisting customers with their health insurance concerns. ✔️ Resolved inquiries related to billing, claims, policy coverage, and account management. 📂 Data Accuracy & File Management: ✔️ Maintained accurate and organized customer records for seamless service. ✔️ ️Ensured requests were processed in a timely and efficient manner. 💻 System Navigation & Tools Utilization: ✔️ Used various client-based applications for customer management and issue resolution. ✔️ Ensured compliance with company protocols and industry regulations. 💼 Caregiver | Nanny 📅 March 2011 - June 2012 🏠 Private Household - Punggol, Singapore​ 👶 Childcare: Responsible for all aspects of the child's care.​ 🏡 Household Management: Grocery shopping, laundry, cooking, and cleaning. SYSTEM TOOLS & OVERVIEW 💻 Customer Relationship Management (CRM) Tools Jobber, Go High Level, Ada Care, Vagaro, Styleseat, Podio, Gorilla Desk, Mindbody Business, HubSpot, Workiz, Nice Job, JobNimbus, Mondello, Customer Factor, Zendesk, Symplr CTM, Vetty, LARA, Thumbtack, D7 Lead Finder, Next Door 📧 Email Platforms Google Mail (Gmail), Outlook Mail, Zoho Mail 📞 Communication Tools Messaging & Team Collaboration: Slack WhatsApp, Skype, Google Chat, Microsoft Teams, Discord Calls & Dialer Systems: RingCentral, Zoom, Dial Pad, Mojo, Sales Dialer, Skype, Open Phone, Call Tools, ReachUC, Verge 📲 Messaging Services Open Phone, Text Magic, Tawk.to, Sense Messaging 📅 Scheduling & Calendar Management Google Calendar, Calendly, Outlook Calendar, Zoho Calendar 🖥 Online Meeting Platforms Zoom, Skype, Google Meet, Zoho Meeting, Microsoft Teams Meeting 📂 File Sharing & Storage Solutions Dropbox, Google Workspace 📊 Operations & Project Management Trainual, Asana, Trello, Notion, ClickUp, Responsibid 🔐 Password Management LastPass 🎨 Graphic Design & Creative Tools Canva, Holiday Home Lights, Adobe Creative Suite 📝 Document Signing & Forms DocuSign, Jotform 🎯 WHY CHOOSE ME? 🔹 Detail-Oriented & Organized – Ensuring tasks are executed flawlessly. 🔹 Strong Work Ethic – Dedicated to delivering top-quality results. 🔹 Tech-Savvy & Fast Learner – Adapting quickly to new tools and platforms. 🔹 Customer-Focused Approach – Providing excellent service to clients and customers. 📩 Let's Connect! Open to new opportunities and collaborations. Feel free to reach out!