Venjie Villaflor
Customer Support Manager/
Virtual assistant
Dedicated and experienced professional with a proven track record in delivering exceptional
customer support and administrative services. Skilled in managing customer inquiries, resolving issues
promptly, and ensuring high levels of satisfaction. Proficient in using various CRM systems. Strong
communication, problem-solving, and organizational abilities. Adept at multitasking and adapting
quickly to new tools and processes. Committed to continuous improvement and exceeding customer
expectations.
Experience
September2021-April 2024
Noize(DigitalMarketing Agency)-Upwork
Customer, Admin & Technical Support
Handles all support lines from all clients regarding billing Successfully retrieved
outstanding balances from previous clients through a meticulous collection process,
ensuring timely resolution of financial discrepancies. Provided valuable support for
ongoing digital marketing projects, contributing to the seamless execution of marketing
campaigns and initiatives. Updated product information and managed blog content for
clients using various platforms such as Wordpress, Shopify, and Wix, optimizing visual
and textual content to enhance customer engagement. Proactively managed and
maintained subscription services for company clients, including Godaddy, WeeblyCloud,
Simpletelecom, Zapier, Typeform, and others, ensuring uninterrupted service delivery.
Education
Assisted management with various administrative tasks, demonstrating flexibility and
adaptability in handling diverse responsibilities and supporting the smooth operation of
daily business functions.
-
BS Electronic &
Communications Engineering
Mapua Institute Technology
January 2019- Present
The-Warmy- Upwork
Expertise
Customer
Virtual
Support
Assistant
ECommerce
Workflows
Customer Support Manager
Manage all support lines across various communication platforms (Email & Social
Media).
Update, modify, and cancel orders using Shopify.
Develop and maintain strong customer relationships, resolving inquiries via Email and
Social Media using ReAmaze.
Own and manage the resolution process for all customer-related issues.
Understand company policies and procedures, making informed decisions on when to
escalate or de-escalate issues.
Maintain KPIs (Feedback Score, Response Time, etc.) above target levels.
Update email templates to align with current business flow and company policy.
Coordinate team schedules effectively.
Report issues to the CEO and develop plans for resolution.
Language
English
Filipino
June 2019- October 2023
Startupbros.com
Customer Support / Virtual Assistant
Managed and resolved customer inquiries across various communication platforms,
including email, social media, and live chat, ensuring timely and effective support
delivery. Updated and maintained the landing pages for products and services,
implementing strategic content updates to enhance customer engagement and drive
conversions.
Handled billing inquiries and facilitated customer requests related to service
cancellations, subscription pauses, and other billing-related concerns, ensuring a
smooth and hassle-free experience for customers. Summarized and communicated key
features and benefits of new product courses, effectively highlighting their value
proposition to the target audience. Administered the upload of new content for
product courses, ensuring the timely delivery of high-quality and engaging materials to
enhance the overall learning experience for customers
March 2018– December 2018
OneClass
Chat Support Manager
ManagesChatSupportteamandmakesureall inquiries are answered in a timely manner
(ManyChat).
Provide training to newly hired agents and monitor/evaluate their progress.
Provide oversight and direction to the employees in the operating unit in accordance
with the organization's policies and procedures.
Monitor campaigns sent out by the management and update each member of the
team regarding changes.
Provide insights on how to improve processes and make the team more efficient.
Handle escalated issues regarding payments
Perform other duties and responsibilities, as assigned.
March 2018– December 2018
GroupRaise
Email Support Manager
Manages Email Support team and make sure all tickets are answered in a timely manner
(Zendesk). Provide oversight and direction to the employees in the operating unit in
accordance with the organization's policies and procedures. Coach, mentor develop
staff, and oversee new employee onboardingEmpower employees to take responsibility
for their jobs and goals. Delegate responsibility and expect accountability and regular
feedback. Communicate regularly with the Head of Customer Success and Restaurant
Relations Manager Prepares weekly reports on quality and productivity of the team
Perform other duties and responsibilities, as assigned.
October 2016 January 27, 2017 (Upwork)
Balsam Brands
Customer Loyalty Specialists
Deliver excellent and delightful customer service through E-mail and Live Chat support
using Salesforce across different brands by meeting various Service Level Agreements
(SLAs) and Key Performance Indicators (KPIs). Communicate with various colleagues
and managers to ensure customer issues are resolved appropriately. Understand
company policies and procedures and know when to escalate and de- escalate
customer service-related issues. Ensure that all cases are updated in the back-end
system in an accurate and timely manner and as required. Deliver tasks and projects as
assigned.
Reference
Available upon request
