Executive Virtual Assistant, Outbound Sales Specialist , Customer Service Representative
Profile Overview / About Me
Hi, I'm Desnie. I am a results-driven Virtual Assistant and BPO professional with nearly 4 years of experience specializing in high-volume outbound sales, customer relationship management, and financial customer support.
Throughout my career with top-tier global companies like TTEC and Foundever, I have mastered the art of balancing high-productivity targets with meticulous administrative accuracy. I excel at penetrating leads, closing sales, retaining customers, and managing daily back-office tasks with minimal supervision.
What I bring to your business:
• Sales & Lead Penetration: Proven ability to handle 200+ outbound calls daily using RingCentral and Salesforce to drive conversions and win back lost revenue.
• Customer Support & Retention: Extensive experience managing high-volume inbound/outbound calls and emails to resolve complex customer issues and prevent cancellations.
• Financial & Back-Office Support: Skilled in handling sensitive transactions, compliance, and quality assurance auditing to keep operations running smoothly.
• Administrative & Reporting Support: Proficient in managing databases and using Excel (Pivot Tables, VLOOKUP) to organize records and track daily tea-----------trics.
• Communication Skills: Fluent in English with a strong track record of managing complex client relationships and professional correspondence.
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Skills Summary (Tag Categories)
• Administrative: Virtual Assistant, Data Entry, Email Management, Quality Assurance, Documentation, Basic Reporting
• Sales & Marketing: Outbound Sales, Lead Generation, Retention & Win-backs, Cold Calling, Telemarketing
• Customer Support: Inbound/Outbound Voice, Email Support, Escalation Handling, Financial Customer Service
• Tools: Salesforce CRM, RingCentral, Genesys, IBM iSeries, Service Desk, Microsoft Excel
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Work History
Sales & Relationship Management Consultant (Outbound)
TTEC | June 2025 – June 2026
• Managed high-volume lead penetration, handling 200 to 250 daily outbound calls using RingCentral and Salesforce CRM to exceed conversion targets.
• Conducted deep-dive consultations with clients, guiding families through enrollment and educational planning processes.
• Spearheaded revenue recovery and retention campaigns, successfully persuading withdrawn clients to re-enroll through strategic negotiation.
• Managed logistics and asset recovery processes for company/school equipment while protecting brand reputation.
• Maintained meticulous client data records using Excel and CRM tools, ensuring zero data loss.
Data Entry & Reporting Specialist (Freelance VA)
Self-Employed | February 2025 – May 2025
• Delivered independent, self-managed freelance administrative support focusing on accurate data entry and record-keeping.
• Utilized Excel formulas (VLOOKUP, Pivot Tables) to organize customer datasets and generate simple, presentation-ready progress charts.
• Maintained data integrity and provided daily operational updates to clients during a 4-month professional gap.
Financial Services Representative & QA Specialist
Foundever (formerly Sitel/Sykes) | August 2022 – January 2025
• Handled a daily workload of 60–90 inbound/outbound calls and 20–30 emails via Genesys and Service Desk.
• Processed complex financial transactions, prorated billing, refunds, and live card payments using IBM iSeries.
• Mitigated revenue loss by negotiating fee waivers and membership restructuring to retain churning customers.
• Served on the Quality Team to audit data entry accuracy, identify workflow gaps, and maintain strict operational standards.
• Spearheaded data entry of sensitive legal documentation into the CRM, ensuring all information was accurate and audit-ready.
