SARAH C. DE LEON
Professional Summary
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Parañaque City, Metro
Manila Philippines
PERSONAL
INFORMATION
Birth Date: August 31, 1990
Birth Place: Taguig City
Civil Status: Single
Citizenship: Filipino
Language: Filipino, English
Experienced Product Support Specialist and Freelance Virtual
Assistant with a strong background in client support, regulatory
compliance, and data management. Skilled in MS Office,
ServiceNow, and ISO documentation with excellent multitasking,
organizational, and communication skills. Known for reliability,
attention to detail, and a proactive approach to problem-solving,
consistently delivering quality outcomes in fast-paced
environments.
Seeking to utilize excellent communication, interpersonal, and
organizational skills to complete tasks. Reliable with a good work
ethic and the ability to quickly adapt to new tasks and
environments.
SKILLS
Email handling and Email inbox optimization
Calendar & Meeting Scheduling
SMM (scheduling posts)
Ticketing Tools: Siebel and ServiceNow
CRM Management (Trello, Notion, JIRA, Salesforce, etc.)
Google Suite: Drive, Docs, Sheets
MS Office (Word, Excel, PowerPoint, Outlook)
Research , Data Collection and Data Entry
Exceptional organizational abilities for high-volume
environments.
Customer Service and Support
Keen attention to detail.
Multitasking & Task Prioritization
Technical Proficiency
WORK HISTORY
Freelance Virtual Assistant
Freelancer | Project-based
July 2022 – Present
Responsibilities:
Data Entry & Database Management: Accurately manage
large datasets, maintaining high standards of accuracy
and confidentiality.
ISO Compliance Documentation: Prepare and format
documents for ISO compliance, including creating
structured procedures, policies, and audit reports.
Web Research: Conduct in-depth online research to
gather, organize, and summarize data, market trends, and
other relevant information.
Administrative Support: Organize, format, and proofread client documents to ensure clarity
and consistency.
Client Collaboration: Communicate with clients to understand project needs, maintain
progress updates, and ensure timely completion of tasks.
Project Coordination: Prioritize and manage multiple tasks to meet project deadlines and
client expectations.
PRODUCT SUPPORT SPECIALIST
Fisglobal Solutions Philippines Inc.
June 2017- Present
Responsibilities:
Compliance Web Application Support - Regulatory University
Assisting clients with their compliance admin task (Learning
Management System)
Assisting clients to run compliance reports
Research technical issues and documents resolution.
In charge with sending Compliance Reports to clients who cancelled their subscription in Regulatory
University.
Assisting in creating new user profile in Regulatory University system.
In charge with deletion or inactive clients in Regulatory University.
Billing Liaison
Working hand in hand with Billing and Deconversion team for billing concerns and Contract cancellation.
Coordinating with FIS Sales Manager for contract amendments.
Sending Billing items into BIS (Billing Input System) for newly implemented clients.
Sending deconversion/ cancellation request to Deconversion team for the cancellation of their contract in
Regulatory University.
In charge in sending Settlement Letters to the client if they need to pay for any Liquidated Damages for contract
cancellation
Regulatory Reporting Desktop Application Support
Responds to customer product inquiries via telephone, in written internet-based email and chat
sessions.
Resolves customer/client concerns raised during installation, operation, maintenance, product
application and compatibility matters by doing remote sessions.
Documents customer’s information and reoccurring technical issues to support product quality
programs and product development.
Recreates client issues in test environment, identifies/documents how applications and systems
interact to support business processes.
Contributed to continuous product improvement by communicating customer inquiries and
requests to Research and Development, when appropriate.
Resolved service request tickets using Service Now ticketing system to resolve client’s inquiry
related to Regulatory University and Regreporting Solution.
Assisted clients for technical issues for Regulatory reporting Desktop application (Callreporter,
Timesaver Premier, Summary of Deposits, Y9Reporter, Y9SP Reporter and 2900Reporter.
Collaborated with Product Developers for complex technical issues and product enhancements.
Assisted financial institutions to prepare their quarterly FFIEC Callreport in compliance with
Regulatory Reporting.
TECHNICAL SUPPORT REPRESENTATIVE
Sitel Philippines
February 2012 - June 2017
Responsibilities:
Answer inbound technical support calls; investigate and address customer issues using remote
access software and general open-ended questions
Determined customer requirements in order to recommend products and or escalate the call.
Diagnose and resolve printer software appropriately and hardware issues.
Install local and network printer and configure print serve by doing remote session.
Provided technical support to customers for printer hardware, software and fax related issues.
Consulted user’s guide, technical manual and knowledge base article to research and implements
solution.
Provided advice and tips to end-users in response to identified difficulties.
Created incident and service request and assign to resolver team.
SERVICE CREW - COUNTER
Jollibee Food Corporation | Jollibee LRT - Baclaran Branch
June 2011 - November 2011
Responsibilities:
Responsible for product preparation and presentation.
Also provide training to new staff.
Check on the guest and provide them the best customer experience.
Gain training under supervision of supervisor.
Done various other duties as assigned.
Take orders from customers and present them as requested
Process bills for the customer and also issue them receipts
Furnish customers with helpful information regarding service time and special deal offers.
Stock Management: Monitor and manage stock levels to ensure availability of essential food items,
ingredients, and supplies, minimizing shortages or excess inventory.
Collaboration with Team: Communicate with kitchen and service staff to monitor stock needs and
adjust inventory levels based on peak periods and promotions.
SERVICE CREW - COUNTER/GUEST SERVICE ASSISTANT
Fresh N’ Famous Inc. - Greenwich
October 2010 - March 2011
Responsibilities:
Responsible for solving disagreements in the environment of high pressure.
Responsible for helping in public relations, register and food service.
Take orders from customers and present them as requested
Process bills for the customer and also issue them receipts
Help with outdoor delivery or with food preparation at the kitchen, depending on what is required
at any particular time
Pack foods ordered by customers and serve them in the most efficient manner
Furnish customers with helpful information regarding service time and special deal offers.
SERVICE CREW - DELIVERY ASSEMBLER
Jollibee Food Corporation | Redemptorist Baclaran Branch
July 2008 - November 2008
Responsibilities:
Responsible for assembling/preparing for delivery.
Responsible for helping in public relations, register and food service.
Done various other duties as assigned.
Ability to work under pressure and remain composed even during those rush hours
Possess high organization skill to ensure smooth and timely order delivery and bill processing
Possess top line information regarding approved hygiene policy and standards
SERVICE CREW - COUNTER
Jollibee Food Corporation | Sucat Shopwise Branch
October 2007 - March 2008
Responsibilities:
Responsible for solving disagreements in the environment of high pressure.
Responsible for helping in public relations, register and food service.
Take orders from customers and present them as requested
Process bills for the customer and also issue them receipts
Possess top line information regarding approved hygiene policy and standards
ACHIEVEMENTS
Top Agent - Core 2nd Quarter of 2014 and 2nd Quarter of 2016
Top Agent - Core July 2016, November 2016 and January 2017
EDUCATIONAL ATTAINMENT
TERTIARY
Cap College
SECONDARY
Parañaque National High School
ELEMENTARY
Fourth Estate Elementary School
Bachelor of Science in Business Administration Major in Operational Management
2019- Present
Undergraduate
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CHARACTER REFERENCES
Marivic Bondoc
Patricia Ann Esparago
FIS Client Support, Supervisor-
Team Leader, SITEL PHILIPPINES-
