Sienna Catherine Dy

SIENNA CATHERINE DY CLIENT & CUSTOMER SERVICE MANAGER VIRTUAL ASSISTANT PROFILE CONTACT --Cavite, Philippines Dynamic and dedicated Virtual Assistant with extensive experience as a Client & Customer Service Manager, Sales Expert, and Executive Assistant. Adept at managing client relationships, driving sales growth, and providing high-level administrative support. Known for exceptional organizational skills, attention to detail, and a proactive approach to problem-solving. Committed to delivering outstanding service and ensuring seamless operations for businesses of all sizes. I am passionate about leveraging my experience to support businesses and executives in achieving their goals and am dedicated to providing top-notch virtual assistance with a personalized touch. EDUCATION 2002 - 2006 WORK EXPERIENCE DE LA SALLE UNIVERISTY Bachelor of Science in Business Administration Major in Marketing Management SKILLS Executive Administrative Assistance Communication Training Teamwork Time Management Leadership Booking Systems Critical Thinking Client Services Marketing Management Sales Management Customer Service Customer Escalation Management Business Development Basic Accounting MS Office Google Workspace Digital Design Recruitment Lead Generation Hawaii Turtle Tours 2017 - 2024 Executive Assistant to the CEO | Office Manager | Dispatch Manager | Customer & Client Service Manager (Virtual Assistant) Led customer service operations, resolving escalated inquiries and ensuring high satisfaction by coordinating closely with tour guides, clients, and partners. Managed daily tour schedules, dispatching drivers and tour guides efficiently to meet operational requirements. Handled customer communications across email, phone, and online platforms, ensuring prompt responses and proactive follow-ups. Managed and monitored a team who handles booking modifications, cancellations, and rescheduling requests to maintain customer satisfaction. Monitored tour logistics and responded to unforeseen changes, ensuring smooth operations and timely communication with all stakeholders. Provided executive support to senior management, organizing calendars, meetings, and travel, and preparing reports and correspondence. Conducted market research to identify trends and competitive opportunities for improving tours and services. Managed vendor relationships, sourcing partners for tour listings and activities. Created and optimized tour listings on partner platforms by analyzing sales trends and performance data. Prepared financial reports, managed invoices, and tracked expenses to support business operations. Oversaw recruitment efforts, including job postings, screening candidates, and scheduling interviews. Maintained internal databases, client records, and operational documents to ensure accurate information flow. Organized virtual meetings and prepared presentations and reports for the CEO and management team. WORK EXPERIENCE Intelligent.com February 2019 - April 2020 Human Resources Administrator (Virtual Assistant) Specialized in recruitment by managing end-to-end hiring processes remotely. Created and posted job openings on various platforms, sourced and screened candidates, and scheduled interviews with hiring managers. Conducted initial candidate assessments and background checks to ensure alignment with role requirements. Coordinated onboarding activities, including preparing offer letters, employment contracts, and new hire documentation. Maintained an organized applicant tracking system (ATS) and ensured compliance with recruitment processes. Provided timely updates to managers on hiring progress and candidate pipelines. Supported virtual training and orientation sessions to integrate new hires smoothly into the organization. Elite Real Estate (Australia) June 2017- Septemeber 2017 Administrative Assistant - (Virtual Assistant) Provided comprehensive administrative support for a property management company in Australia, overseeing the management of 200+ properties. Responsibilities included updating and maintaining the property database, assisting tenants with inquiries and service requests, and preparing new properties for tenants by transcribing entry condition reports. Managed documentation workflows by sending contracts and notices to owners and tenants, coordinated property maintenance by liaising with vendors, and efficiently handled high-volume email correspondence to ensure smooth communication and operations. Iqor Philippines October 2015 - June 2017 Team Leader (Retentions / Escalations Department Iqor Philippines (Onsite - Virgin Mobile Canada) January 2017 - June 2017 Managed product knowledge, profitability, and agent performance to ensure quality and effectiveness. Led and motivated a team of representatives to meet and exceed company objectives in employee, client, and shareholder satisfaction. Oversaw operational performance by monitoring attendance, service quality, and target achievement. Fostered open communication, provided feedback, and adapted leadership styles to individual needs to maintain high motivation and engagement. Created a success-oriented environment by recognizing initiatives and promoting teamwork. Ensured high employee satisfaction and handled disciplinary procedures with accountability. Additionally, performed various administrative tasks to support smooth operations. Consistently achieved 100% attendance for consecutive months, placing the team at the top of performance rankings. Additionally, handled various administrative tasks to ensure smooth operations. Quality Analyst (Retentions / Escalations Department Iqor Philippines (Onsite - Virgin Mobile Canada) June 2016 - December 2016 Monitored and evaluated calls based on client-specific criteria (2 calls per agent in a week - 30 to 40 agents assigned) , ensuring alignment with quality standards. Communicated detailed feedback to clients and AVPs, escalating issues when necessary. Provided guidance to operations teams regarding QA guidelines and policies, addressing questions and clarifications. Issued Red Flag/Fatal Error audits to upper management to highlight critical concerns. Collaborated in calibration sessions with Operations, Training, and internal quality teams, both on-site and remotely, to ensure consistency. Conducted workshops for outlier agents, focusing on specific metrics to improve performance and meet quality targets. WORK EXPERIENCE Subject Matter Expert (Retentions / Escalations Department Iqor Philippines (Virgin Mobile Canada) January 2016 - June 2016 Supports new hire agents. Provides workshops, trainings, run FAQs. Prepare reports and root cause analysis. Substitute Team Leaders whenever needed. Collections / Customer Service Representative Iqor Philippines (Bell and Virgin Mobile Canada) October 2015 - January 2016 Discovery Reports Group Limited June 2013 - Septemeber 2015 Country Analyst (Appointment Setter /Virtual Assistant) Perform outbound calls to schedule interviews & meetings with high level executives in different targeted countries. Negotiate with high level executives and decision makers such as CEOs, Founders, Managing Directors, Owners and etc. Conduct research & analysis on Fortune 500 companies and small to medium sized enterprises Generate leads and target potential clients. Work full time from home during different shifts. Convergys Philippines September 2011 - June 2013 Sales Coach | Subject Matter Expert | Sales Representative Inbound & Outbound Sales Call by effectively selling company products and services to current and potential clients. Was promoted as a Subject Matter Expert after six months due to consistently hitting the targets. Develop and maintain sales materials and current product knowledge. Became the Sales Coach after one year. Participated in calibration sessions with Operations, Training, and internal quality teams, both on-site and remotely, to ensure consistency. Performed trainings to improve sales skills and other related training activities/product updates given by the clients Teletech Philippines March 2011 - August 2011 Technical Support Agent (Email Support Telstra) VXI Global Solutions May 2009 - June 2010 Inbound Sales Agent (Direct TV - US) Servier Philippines Inc November 2008 - May 2009 Medical Representative (Field job) People Support Inc. Philippines May 2006 - May 2008 Hotel Reservations Agent - Wyndham Hotels