Victoriano Dereza Jr.

Victoriano Q. Dereza Jr. 📍 Unit 12, NHP Condo Apartment, Orchid Street, Pineda Subd., Dau, Mabalacat, Pampanga 📧-| 📞 - ABOUT ME With nearly 15 years of experience in the BPO industry, I bring a results-driven mindset and a comprehensive skill set ideal for remote support roles. I specialize in transforming complex processes into efficient workflows, utilizing tools such as Google Workspace and Microsoft Office. I have successfully led teams, managed customer support systems, and built process automations to streamline operations. As a Virtual Assistant, I am committed to delivering reliable, accurate, and organized support for business growth. CORE SKILLS & EXPERTISE • 📬 Email Management: Efficient handling of high-volume inboxes with labeling, filtering, and template creation. • 📊 Data Entry & Reporting: Accurate data encoding, reporting, and documentation using spreadsheets and CRMs. • 📅 Calendar & Task Management: Scheduling, reminders, and coordination using Google Calendar, Outlook, and Trello. • 📞 Customer Service Support: Over a decade of experience in client-facing roles with strong communication skills. • ⚙️ Operational Tools Development: Automation of workflows through Google Sheets scripts and Excel formulas. • 🧑‍🏫 Team Leadership & Training: Experience supervising teams, coaching agents, and optimizing workflows. • 🧩 Problem Solving & Escalation Handling: Effective resolution of customer concerns under high-pressure scenarios. • 🎨 Document & Presentation Design: Proficient in creating business documents, SOPs, and visual aids. TOOLS & SOFTWARE • Communication: Gmail, Outlook, Zoom, Google Chat • Productivity: Google Workspace, Microsoft Office, Trello • Data & Reports: Google Sheets, Excel (formulas & dashboards) • Customer Support: CRM systems (e.g., internal iQor tools), ticket management • Creative & Writing: Canva, Word, Google Docs RELEVANT EXPERIENCE • Operations Supervisor American Home Shield – RMS Collect, iQor Philippines 📍 Angeles City, Pampanga | 🗓️ Nov 2020 – Apr 2025 - Supervised call center operations with a focus on customer escalations and workflow optimization - Developed tools and dashboards to improve agent performance and reporting accuracy - Implemented systems for organizing team emails and client communication • Customer Service Specialist 1-800-Flowers.com – RMS Collect, iQor Philippines 📍 Clark Field, Pampanga | 🗓️ Jan 2012 – Nov 2020 - Provided phone and email support for customer orders, billing, and delivery issues - Created email templates for team use, improving response time and consistency - Assisted team leads in mentoring and training new hires • Sales Supervisor / OIC / Sales Associate 8TC Enterprise – Ocampo’s Group of Companies 📍 Olongapo & Bataan | 🗓️ Nov 2007 – Jun 2011 - Handled inventory, customer inquiries, and staff supervision - Promoted to leadership roles due to strong sales and customer service performance • Computer Shop Operator / Attendant I-Guide Computer Center 📍 Limay, Bataan | 🗓️ Apr 2005 – May 2005 - Provided technical assistance, managed rentals, and maintained systems EDUCATION Associate in Computer Science Limay Polytechnic State College 📍 Limay, Bataan | 🗓️ 2003 – 2005 - Specialized in Database Management System TRAININGS & CERTIFICATIONS • Call Center Agent Finishing Course – CH Peña Learning Solutions (2011) • 200-Hour OJT as Data Encoder & Office Clerk – Limay Municipal Hall Budget Office (2004) • Trainer Certification Program –1-800-Flowers.com, iQor Philippines • Peak Performance Qoaching (PPQ) – iQor’s Award Winning Coaching Program SEMINARS ATTENDED • Foundation of Leadership Excellence – STI College, Balanga (2008) • Campus Journalism Workshop – Limay Polytechnic College (2003) AWARDS & RECOGNITIONS 🎓 With High Honors & Consistent Dean’s List -) 🖋️ Editorial Columnist, Lampara (College Publication) 💼 Former Student Council Treasurer & Class President SAMPLE TASKS I CAN DO AS YOUR VIRTUAL ASSISTANT • ✅ Inbox cleanup, sorting, and priority flagging • ✅ Creating reports from raw data • ✅ Formatting presentations or business documents • ✅ Social Media Management • ✅ Graphic Design using Canva • ✅ Handling customer inquiries professionally • ✅ Updating and maintaining databases or CRMs • ✅ Scheduling meetings and organizing task boards LET'S WORK TOGETHER If you're looking for a highly organized, tech-savvy, and proactive Virtual Assistant who brings both technical and people management experience — I'm here to help your business succeed.