Customer Support & Operations Virtual Assistant
Ormoc City, Leyte — working remotely for the world.
“Consistency, communication, and care — that’s what I bring to every client engagement.”
I’m Jeth-Ammonro C. Ablen, a dedicated virtual assistant from the Philippines with a strong background in customer support, back-office operations, and quality assurance. My career spans telecommunications, finance, retail, and healthcare — giving me the flexibility to adapt fast and deliver results in any environment.
I thrive in fast-paced remote settings where organizational precision and proactive communication keep operations running smoothly. From resolving escalated issues to managing administrative workflows, I bring the same dedication to every task.
Eight core service areas built from 5+ years of real-world delivery.
End-to-end inbound/outbound support across voice, chat, and email. Escalation handling with a first-call-resolution mindset that protects CSAT scores.
Nurturing warm leads, following up on inquiries, managing CRM pipelines, and converting interest into booked appointments or closed deals.
Call and chat monitoring, QA scorecards, compliance reviews, and actionable coaching that drives measurable improvement in team performance.
Zendesk, HubSpot, and CRM configuration — logging tickets, updating records, maintaining SLAs, and ensuring zero-gap communication handoffs.
Accurate, structured data entry and report generation using Google Sheets, Excel, and dashboard tools to support informed business decisions.
End-to-end event planning, vendor coordination, scheduling, and logistics management to ensure seamless execution of virtual and on-site events.
Leading small teams, overseeing day-to-day operational workflows, and bridging gaps between front-line staff and management to maintain performance.
Mapping, documenting, and streamlining internal workflows. Keeping cross-functional teams aligned on deliverables, timelines, and priorities.
Managing executive calendars, booking meetings across multiple time zones, and keeping schedules conflict-free using Google Calendar and Outlook.
Drafting professional emails, letters, memos, and meeting minutes with clarity and precision. Ensuring every communication reflects the brand voice.
Creating training materials, SOPs, onboarding guides, and knowledge-base documentation that help new hires ramp up fast and perform confidently.
General virtual assistance including inbox management, research, document handling, and multi-tool coordination — the reliable backbone every team needs.
Handled inbound calls assisting guests with hotel reservations, modifications, cancellations, and general inquiries. Utilized reservation systems and CRM tools to process bookings accurately. Resolved guest concerns with professionalism and empathy, coordinating with hotel partners to confirm special requests and ensure seamless guest stays.
Coordinated daily operational schedules and managed cross-functional tasks for peak team efficiency. Supervised floor operations, resolved escalations, and created performance reports for upper management. Coached agents through regular feedback sessions, goal-setting, and targeted development plans. Served as primary liaison between department staff and management. One of only two team leaders trained in full Tactical Operations functions including live monitoring and urgent issue resolution.
Reviewed customer interactions to identify performance gaps, coaching opportunities, and compliance issues. Conducted regular calibration sessions with team leaders and supervisors. Played a key role in refining QA scorecards, feedback forms, and coaching templates to enhance clarity and drive agent development.
Delivered multi-channel support via phone, email, and chat — handling account issues, product inquiries, and billing concerns with empathy and precision. Recognized for consistent CSAT performance and the ability to manage high call volumes while maintaining service quality.
Handled billing inquiries while effectively promoting services and products. Consistently achieved top performance in both sales targets and customer satisfaction ratings from day one.
Leading people and coordinating events outside of work — the same discipline, a different stage.
Open to full-time, part-time, and project-based opportunities. Let’s talk about how I can support your team and help your business grow.