WORK EXPERIENCE
Heavyshift – Texas, U.S.A.
June 2022 – Present | Part-time / Work from Home
• Support Staff
o Manage support emails, mostly related to service inquiries
and orders
o Update tasks on -----------
o Review the article content/links, quote the cost and
invoice via PayPal
o Check paid orders and follow up on the outstanding o Publish guest posts and link insertions on company-owned
websites via WordPress Elementor
o Utilize AI tool when applicable - ChatGPT
o Social media reach-outs to potential clients
o Communicate with the team via Slack
o Support the team on any tasks possible
Loghic Connect – Australia
Oct 2022 – April 2024 | Acquired Boardroo-----------dia Staff
• Digital Event Coordinator
o Same role as with Boardroo-----------dia using different platforms
o CRM – Pipedrive
o Webcast platform – Kapara and EventsAir
o Productivity – Microsoft 365
o Teamcommunication – Teams, Zoom
Boardroo-----------dia – Australia
Oct 2015 – October 2022 | Work from Home
• Client relations and Operations
o Manage client onboarding
o Create and update client profile to CRM – Insightly
o Manage support and marketing emails
o Productivity – G-Suite
o Cloud - Dropbox
o Team communication – Google Chat, Zoom
o Manages bookings for webcasting and teleconferencing services – Google forms
o Calendar management - ensure no conflict on events, operators, and relevant
tools – Google Calendar
o Book to 3rd party services as needed (Teleconference, transcript, AV supply and 3rd party operators)
o Set up webcasting links– Webcast Manager
o Format and basic image editing – Paint, Canva, free
online apps as applicable
o Create landing pages – Wix
o Collect all event details (webcast link, teleconference dial-in details, Q&A link, necessary log-ins, download links, etc) in a run sheet document for the client’s quick reference
o Monitor live webcasts and flag the operators on any issues
o Manages Q&A queue during live webcasts - LiveChat
o Sync slides with audio recordings for on-demand presentations – Webcast
Manager
o Provide post-event requirements to the clients – participants list, recordings, stats, etc.
o Invoicing – Xero
o Weekly newsletter and marketing EDMs – Sendgrid
o Social Media posting - Facebook, Linkedin, Twitter, Hootsuite, Bloomberg and Refinitiv
o Client management – understand their job requirements, provide a quote and agreement
o Following clients up for deliverables
o Reach-out to Australian Stock Exchange (ASX) companies to
offer the company services
o Research
o All-around virtual assistant
Sunpower Philippines
Jan 2014 – Oct 2015 | Laguna Technopark, Binan,
Philippines
• Technical Support Engineer
o Front liner attending phone calls and emails about technical concerns relatively to solar panels, inverters, and solar production monitoring systems.
o Update records in Salesforce
o Responsible for resolving issues and inquiries about Sunpower products
o Understand inverter errors, identify the root cause, and provide a solution
o Make sure that homeowners' monitoring is working and their system is producing as expected
o Guide the homeowners with basic troubleshooting and dispatch a technician if needed.
o Troubleshoot with the onsite technician, and run necessary tests and validate if replacement products/parts would be required
o Provide quality service on every call
o Continuous learning about Sunpower products and processes
Work From Home
May 2012 – Jan 2014
Myrtec - Australia
• Helpdesk Support
o Manage IT services to small and large companies based in Australia
o Manage service alerts, create tickets, and escalate if needed
o Interpret system and application errors/ identify critical errors versus
false positives
o Ensure all systems are running effectively. Includes monitoring and
alerting of all software and hardware issues
o Remote control of desktops and servers and automated pro-active maintenance
tasks
o Manage Antivirus and Backup Monitoring
o Review and Dispatch tickets to Engineers
Home IT service – Atlanta, U.S.A.
• Technical Support/ Customer Service Representative /VA
o Responsible for answering technical concerns for desktops, laptops, and
mobiles
o Front line agent for website development projects, understand the client
needs and escalate to website development experts
o Cold calling for Small businesses and Home-based businesses
o Job posting/ proposals on legitimate websites
o Writing technical article to be posted on -----------o Forum posting on technical sites
OptimizerHQ – New Zealand
• Customer Service Representative
o Answer inquiries about OptimizerHQ products
o Find immediate solutions to OptimizerHQ products’ problems and escalate when
needed
TeleTech Lipa
August 2008 – February 2012 | Robinsons Lipa
• Agent Support Group POC
o Monitor running metrics per interval
o Flag and provide feedback to the outliers
o Manage ASG daily huddle in the absence of the ASG Leado Responsible for Site Hygiene metrics
o Manage ASG coverage. Ensure that all agents are covered at every interval.
• Agent Support Group
o Technical Escalation lead between the contact center and HP - Must fully
understand the technical escalation process
o Technical expert - Act as a 2nd-level resource to the Front Line Agent
population
o Mentor/Advisor - Enable the front-line agents to help themselves
• Front Line Agent
o Accept calls and attend to work on any demanded time
o HP Desktop support – troubleshoot HP desktop problems
o Provides Customer satisfaction on every call
o Sell HP products (Hardware/Software) depending on the computer and customer’s
personal needs
Advance Contact Solutions, Inc
December 2006 – July 2008 | SM, Lipa City
• Technical Support Representative
o Front Line Agent
o Responsible for providing technical assistance for hardware and software
related to internet connection (VERIZON ONLINE)
o Resolved technical problems at first contact
o Configure Verizon webmail and email clients
o Educate customers on basic computer and internet use
o Provides updates for DSL orders
o Provides customer satisfaction on every call
