Quality Assurance Analyst/ Customer Service/ Appointment Setter/ Executive Assistant/ Data Entry/ Cold Calling/ Intake Specialist/ Sales Representative/ Administrative Assistant/Med-Legal Assistant

Results-driven Executive Assistant and Quality Assurance (QA) Analyst with over 3 years of experience supporting U.S.-based accounts and operations. Proven track record in high-volume Customer Service (CSR) and stakeholder management, successfully reducing handling times by 15% and maximizing executive bandwidth by 90%. Expert at navigating complex inbound and outbound workflows, managing CRM data tracking, and maintaining a 99.8% compliance accuracy rate —ideal for high-stakes legal and medical intake coordination

KEY SKILLS
Legal & Medical Intake Coordination |Inbound & Outbound Calls | Cold Outreach | Chat Support| CRM Platforms (HubSpot) | Customer Service || Lead Generation | Call Center Operations | Quality Assurance (QA) | Executive Support | Microsoft 365 | Google Workspace | Data Accuracy & Compliance | Cross-Time Zone Availability

PROFESSIONAL EXPERIENCE
Virtual Administrative Assistant | Appointment Setter | Intake Specialist | Sales Representative
Freelance / Independent Contractor | January 2026 - August 2026

* Managed specialized phone communications consisting of 70% inbound and 30% outbound calls, connecting legal staff, medical offices, and case managers with a neutral accent and strict call etiquette

* Executed strategic cold outreach campaigns representing 50% of outbound operations to build strong engagement between legal offices and prospective medical providers.

* Coordinated high-volume intake assistance and appointment logistics, optimizing calendar scheduling accuracy while strictly following approved procedural scripts

* Log-transferred all daily call activity and client interactions into internal CRM platforms, ensuring 100% clean data tracking for the U.S.-based operations team

Executive Assistant
Athena / Oraz PH | January 2026 - August 2026

* Partnered directly with the COO & Founder to streamline daily operations and maximize executive bandwidth by 90% through proactive calendar management and inbox filtering

* Developed and implemented organizational systems and SOPs that optimized the client's workflow, allowing for a primary focus on scaling and strategic initiatives

* Managed phone communications and high-priority intake coordination, executing inbound and outbound calls to legal staff, medical offices, and case managers while maintaining strict confidentiality procedures

* Maintained seamless cross-timezone coordination and professional communication standards to protect executive focus and drive strategic business goals.


Quality Assurance Analyst I | Recruitment Onboarding Specialist

Teleperformance | January 2024 - February 2026

* Streamlined departmental reporting processes by identifying systemic bottlenecks during audits, increasing team productivity by 15% and accelerating executive review turnaround times.

* Evaluated high-volume datasets and internal communications for accuracy and compliance, maintaining a 99.8% accuracy rate and strict alignment with corporate quality standards

* Directed quality audits for 60 agents using root-cause analysis to close performance gaps and improve key performance indicators (KPIs) through targeted feedback loops

* Coordinated new-hire orientation, documentation, and system setups to ensure smooth candidate transitions and 100% compliance with organizational standards

* Streamlined core recruitment and onboarding workflows, cutting operational bottlenecks and accelerating time-to-fill and onboarding cycles by 20%


Operations Customer Expert
Teleperformance | January 2023 - January 2024

* Managed high-volume stakeholder inquiries, resolving complex issues and achieving a 100% resolution rate within established service level agreements (SLAs)

* Facilitated cross-department communication by synthesizing complex information into clear solutions, reducing average handling time (AHT) by 15%

* Delivered specialized voice and non-voice support for the North America (NORAM) region, consistently exceeding technical and retention performance targets through professional call etiquette

TECH PROFICIENCY
Productivity & Admin: Google Workspace (Docs, Sheets, Slides, Drive, Calendar, Gmail), Microsoft 365, Notion, Airtable, Dashboard
Communication: Slack, Zoom, Google Meet, Loom, Telegram, WhatsApp, Superhuman, iMessage
CRM & Marketing: HubSpot, Salesforce, GoHighLevel
AI & Automation: ChatGPT, Claude AI, Gemini AI
Design & Content: Canva, CapCut
Project Management: Asana, Trello, Notion, Google Drive

EDUCATION
Bachelor of Science in Hospitality Management
Sorsogon State University | Sorsogon, Philippines | 2nd Year Undergraduate
GWA 1.2

CERTIFICATIONS
* Inbound Sales Certified - HubSpot Academy- [-----------]
* HubSpot Sales Hub Software Certified - HubSpot Academy - [-----------].

REMOTE WORK READINESS
Internet: PLDT Home Fiber 300 Mbps | Backup: Globe 5G mobile hotspot/wireless
Power Backup: APC UPS 1100VA (3-hour backup) | Generator access in building
Equipment: MacBook Air M4 | Dual monitors | Noise-cancelling headset | HD webcam
Workspace: Dedicated home office | Quiet environment | Professional video-call background
Availability: Full-time | Flexible across US (EST/PST), UK (GMT), AU (AEST) time zones

LANGUAGES
English: Fluent
Filipino: Native