Virtual AssistantVirtual Assistant
Manuel
$1,000
per month
($6/hour)
Profile Description
With 16+ years in customer service and 8 as a Team Leader, I led a 20+ agent team handling multichannel support. I managed daily ops, coached agents, resolved escalations, and improved key metrics. Led Save-a-Sale efforts, performed fraud prevention, and streamlined processes with cross-functional teams. Results: 35% fewer escalations, CSAT rose to 93%, reduced chargebacks, and boosted FCR by 20%
Top Skills
Skills & Expertise
Skill Levels Explained:
💡 Hover over any skill level to see exact years of experience
Customer Success
Virtual Assistance & Admin
Specialized Skills
Work Experience
Account Manager
Upwork - Flagship One
Oct 2025 - Mar 2026
Virtual Assistant
Full-Time Inbound Sales & Customer Service Rep (2 Weeks Coverage for Law Firm)
Sep 2025 - Oct 2025
Key Achievements:
Provided temporary coverage for an absent staff member by handling inbound calls and customer inquiries. Assisted with sales inquiries, appointment scheduling, and customer follow-ups. Managed emails and administrative tasks to ensure uninterrupted daily operations. Maintained accurate customer records and provided timely support.
Team Leader / Senior Customer Support Specialist
Upwork: Lifestyle Solutions
Mar 2020 - Aug 2025
Key Achievements:
Manage and provide support to agents, development coaching and customer escalations. Handling Customer Support Calls (Inbound and Outbound) and resolving escalated customer concerns. Inbound upselling and customer retention through Save-a-Sale (SaS) which is done by convincing the customer to keep the product in exchange for a partial refund Performing welcome calls on new orders for fraud prevention Coordinating with multiple teams to ensure they stay up to date with new processes Led fraud-prevention efforts by performing verification calls on new orders, screenin
Operations Supervisor
Teleperformance
Jun 2017 - Dec 2019
Key Achievements:
Responsible for keeping supervision and development of agents. Continually evaluates and offers recommendations in order to improve performance. Manages, develops and provides effective feedback to staff. Responsible in handling customer complaints and manager escalations. Provides skill builders and coaches for agent’s chat handling development and product knowledge.
Assistant Manager
Concentrix Philippines
Jul 2016 - Jul 2017
Key Achievements:
Responsible for keeping supervision and development of agents. Continually evaluates and offers recommendations in order to improve performance. Manages, develops and provides effective feedback to staff. Responsible in handling customer complaints and manager escalations. Provides skill builders and coaches for agent’s chat handling development and product knowledge.
Subject Matter Expert/TL Apprentice
Concentrix Philippines
Jun 2013 - Jul 2016
Key Achievements:
Responsible in providing support to the team. Take full responsibility in the absence of the team leader. Manages, develops and provides effective feedback to staff. Responsible in handling customer complaints and supervisor escalations.
CSA
Concentrix Philippines
Aug 2011 - Jun 2013
Key Achievements:
Responsible for answering customer inquiries and provide assistance in terms of billing and technical issues. Reports to Team Leader about call drivers and trends. Upselling of products and provide recommendations for product enhancement/plan upgrade.
CSR
TELUS
May 2011 - Aug 2011
Key Achievements:
Responsible for answering customer inquiries and provide assistance in terms of billing and technical issues. Reports to Team Leader about call drivers and trends. Upselling of products and provide recommendations for product enhancement/plan upgrade.
CSR
TELETECH
Mar 2008 - May 2011
CSR
Teleperformance
Jul 2007 - Dec 2007
Key Achievements:
Responsible for answering customer inquiries and provide assistance in terms of billing and technical issues. Reports to Team Leader about call drivers and trends. Upselling of products and provide recommendations for product enhancement/plan upgrade.