Remote/Virtual Assistant specializing in Customer and Admin support
Contact
with +10 years of experience with various companies based in the U.S.,
Australia and Canada.
Address
Backed with over 10 years of actual experience as a Bank Officer.
Cebu City, CEB, 6000
Outgoing and detail-oriented,
Phone
Proficient at building and maintaining working relationships regardless
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of distance and time difference.
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Work History
2020-03 Current
E-mail
Remote Administrative Assistant,
Freelancer
Property Developer Network, Brisbane, Australia
• Social Media, You Tube & LinkedIn content
preparation,
• Scheduling posts, and moderation of groups
• Preparation of Video transcripts
• Creation of digital collateral and content for Social
Media, Website pages & CRM system
• Communication with Suppliers, Partners and
Customers
• Member communications and general follow-up on
website enquiries
• Assisting with planning, preparations,
communications and bookings for Monthly &
Special Events
Skills
Customer service and
assistance
Customer service-focused
Work order administration
Customer service and
support
Customer service
background
Virtual Assistance
Admin Assistance
Transcription and Research
• Compilation of PowerPoint Presentations and
correspondence with Event speakers
• Organization of travel arrangements including
booking flights, accommodation, hire cars etc
• Assistance with creating and merging contacts,
and the general tidy-up of contact database
Abellene B. Ponce
• Assisting to prepare content for Messages, Landing
Pages, Forms and Campaigns via CRM system
Freelancer | Remote Worker
Social Media Management
Various software
proficiency
• Assisting to update Website pages via WordPress &
CRM system - Calendar management and
scheduling of invites, tasks & reminders
• Preparation of Invoices and Membership card
orders
• Ordering office stationery & AV equipment
• Documentation of Systems & Processes followed by
the business • Usage of Project Management tools to manage
projects & tasks • Usage of Skype / Facebook Messenger / Zoom
Webinar platforms • Ad-hoc administration tasks as required throughout
the year as needs arise
2019-09
Customer Support Team Freelancer
2021 – 12
Contractor, Chicago
• Conduct outbound calls to current customers and
clients and re-engage them with Partner Agents,
and update information in Salesforce CRM as
necessary
• Respond to general website inquiries, contact
forms, and newsletter responses via email or phone,
using company-provided templates when
necessary
• Assist in operating live chat, helping customers
navigate website, and collect contact information
to be forwarded to Partner Agents using Salesforce
• Resolved problems, improved operations and
provided exceptional service
• Completed paperwork, recognizing discrepancies
and promptly addressing for resolution
• Demonstrated respect, friendliness and willingness
to help wherever needed
• Developed and implemented performance
improvement strategies and plans to promote
continuous improvement
• Developed and maintained courteous and
effective working relationships
• Quickly learned new skills and applied them to daily
tasks, improving efficiency and productivity
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Customer Service| Admin Work | Virtual
Assistance
Various Contracts in Upwork
• Provided admin work to online language school
• Created databases and spreadsheets in, docs to
improve management and reporting accuracy
• Coordinate with online language school students to
properly and effectively manage study scheduling
• Retain clients' customer base, while upgrading
services
• Utilized automated systems to initiate and complete
orders and handle school's clients' requests
• Organize email contacts.
• Accounts Payable/Administration staff
• Research in specialized niche
• Actual research made for PHD student based
abroad
• Managed team of 5-10 employees, overseeing
hiring, training, and professional growth of
employees
• Handled 3-8 calls per 45 minutes to address
customer inquiries and concerns
• Collaborated with Executive Director to achieve
company's desired targets.
• Participated in continuous improvement by
generating suggestions, engaging in problemsolving activities to support teamwork
• Delivered exceptional level of service to each
customer by listening to concerns and answering
questions
• Prepared a variety of different written
communications, reports and documents to ensure
smooth operations
• Conducted research, gathered information from
multiple sources and presented results
• Led projects and analyzed data to identify
opportunities for improvement
• Received and processed stock into inventory
management system
• Monitored company inventory to keep stock levels
and databases updated
• Developed and maintained courteous and
effective working relationships-
Training Coordinator/Admin Assistant
Freelancer
Traffic Management People, Australia
• Replies to client companies re their employees'
assessments and licensing needs
• In charge of filing student documentation
• Reminds students and customers alike on the
completion of assessments
• Mailchimp newsletter editor
• Other admin works as requested by CEO
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Customer Service and Order Management
| Freelancer
CustomMade, Inc.
• Replied to custom jewelry requests from customers
to help them clarify and price their designs
• Coordinated with design and manufacturing
groups to answer customer questions and clarify
design options
• Managed project and pricing details in order
management system -
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Virtual Assistant, Talent Acquisition
Assistant
R4R Pty Ltd
• For 3 companies under the above umbrella
company
• Managed online chat support
• Answered email queries from applicants
• Scanned and reviewed hundreds of resumes of real
estate agent applicants from Australia
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Helped in the hiring of Virtual Assistants
• Created and Chased invoices Bookkeeping via
XERO Database administration
2016-03 -
Assistant & Office Manger
2016-05
Marketing Supply
• Managed the company's mailbox
• Managed the company's calendar and successfully
scheduled meetings for the company's CEO and
Marketing personnel;
• Updated the company's CRM (ZOHO/Juggernaut)
• Managed personal business of CEO like flight
scheduling/ booking of hotels and AirBnBs
2013-04 -
General Manager
2016-03
RuralNet, Inc, Cebu City, Philippines
• In charge of the day-to-day operations of RuralNet,
Inc., an IT corporation & BSP-approved Electronic
Money Network Service Provider (EMNSP) based in
Cebu City Philippines;
• Monitored the marketing goals of the company
and matched it vis a vis the results of its managers
on the ground;
• In-charge of and was able to roll out its newest
product to the intended market (cooperatives and
rural banks)
• Improved the operational systems, processes, and
policies in support of the organization's mission
specifically, support better management reporting,
information flow and management, business
process, and organizational planning
• Played a significant role in long-term planning,
including an initiative geared toward operational
excellence.
• Managed overall financial management, planning,
systems, and controls.
• Management of agency budget in coordination
with the Managing Director and the CEO
• Regular meetings with Managing Director around
fiscal planning.
• Supervise and coach officers on a weekly basis.
• Negotiated contracts and deals with vendors as
well as with various government agencies.
2012-09 -
Accounts Staff
2013-01
Present Group Philippines, Cebu City, Philippines
• Contracted as administrative/account staff in office
and virtually
• Trained in Perth, West Australia for two months ( with
the goal that the Philippines will be remotely
assisting Perth in the future)
• Assist Perth staff in the handling of various
accounting tasks including but not limited to, email
management, extraction of email, moving, saving,
forwarding, and responding to these if need be;
• Calling both suppliers for invoice chasing and
clients for
• Information/data gathering
• Extracting invoices emailed directly to the
company and digitally attaching to these
authorized purchase orders collated from the
company's mainframe
• Various other tasks assigned from time to time.
1992-01 -
Branch Operations Head
2012-09
China Banking Corporation, Cebu City, Philippines
• Responsible for overseeing the day-to-day
operations of the Branch and ensuring that Branch
operations adhere to bank policies and
procedures.
• Checks and oversees the smooth and efficient
operations of the Accounting, FCDU, and Loans
sections of the Branch;
• Prepares loan recommendations and their renewal
for submission to the approving authorities as well as
the review of the loan documentation for
completeness, accuracy, and validity;
• As Compliance Coordinator of the Branch assists
the Compliance Officer in the implementation of
the Compliance Program and Plan as well as assists
in the dissemination of laws, regulations, rules,
standards, and other regulatory requirements;
• To properly monitor the adherence to policies and
procedures based on Bank Manuals and other
standards set by financial regulatory bodies;
• Executes management policies, directs the work of
the subordinate staff, recommends management
actions such as hiring, transfer, suspension, layoff,
recalling, assigning, or disciplining employees;
.
• Takes care of the proper physical upkeep of branch
premises and ensures availability of various utilities
such as water, power, light, and other basic
services;
• Assist in attaining the branch profitability/volume
targets through delivery of quality services
Education
1985-01 -
Bachelor of Science: Commerce, Accounting
1990-06
Saint Theresa's College - Cebu City, Philippines
Avid Runner, Retired Triathlete, Voracious Reader
I started running relatively late and it was because I
was trying to quit being a smoker. Back then, I loved
the nature of the new sport. My body wanted to
move, and I wanted it to move without pain. I have
not been active most of my life. I knew committing to
running would force me to get in shape and forego of
my other vice. Now 10 years later, 26 full marathons
and a couple of ultramarathons under my belt, I am
still running, albeit a bit slower and not as far :)
From running, I moved to triathlons which was
interesting because I did not know how to swim and
bike. But I decided to commit to it by registering in a
half ironman about a year before the race. From a
non swimmer afraid of depths, you can now throw me
from anywhere and I am not going to be afraid, unless
of course, there are sharks or jellyfish or a typhoon.
Other than that I am great :) Oh, and a couple of
scars later, I am now an accomplished cyclist. With my
longest distance in a day being a 220kms. After
completing about five 70.3s, I am retired. I still bike or
run or swim when I find time usually in the weekends
but I don't think I will be crazy enough again to do all
three in one sitting but then again, who knows.
