Open to Offers

Maharlika Sofranes

Virtual Assistant / Email Support / Customer and Technical Support / Remote Office Administrator

San Pedro, PhilippinesAsia/Manila40h/week$1.3k

About

I am Business Administration Graduate and Lean Six Sigma Yellow Belt Certified with more than a decade of proven reliability in corporate operations. I am a veteran in Client Relations, Customer Service, Data Management, Remote Operations, and Technical Support, and experienced in Account Management, Process Improvement and Optimization, Procurement, and Purchasing.

Skills

TranslationConflict ResolutionEmail SupportData EntryMicrosoft OfficeCRM ManagementAccount ManagementCustomer SuccessLive Chat SupportEmail ManagementAccount ExecutiveClient RelationsCustomer SupportHelp DeskGoogle WorkspaceB2B SalesProcess ImprovementCRMTechnical SupportDocument PreparationVirtual Assistant

Experience

Operations Technical Support III (Remote)

Telus Digital (Telus International Philippines)

Current

Mar 2013 - Present

• Resolve concerns for Canada-based clients across internet, Android TV, and landline services using AI workflows. • Supported team lead/manager by tracking key performance indicators (KPIs) and project deliverables, driving consistent customer success, and team excellence. • Managed accurate documentation standards within the CRM and ITSM ticketing system for downstream trend data analysis and process improvement. • Recognized as a performer in the company through incentives and annual salary increases. • Working remotely from home since 2020.

Tier 2 Technical Support Representative

Convergys Philippines Services Corporation

Jan 2011 - Mar 2013

Quick Info

Location: San Pedro, Philippines
Availability: Open to Offers
Hours/Week: 40h
Timezone: Asia/Manila
Expected Rate: $1.3k

• Delivered assistance and resolution for US-based clients across internet, IPTV, and landline platforms. • Managed the end-to-end lifecycle of reports/tickets within the CRM and ITSM tools, from initial diagnosis and troubleshooting, to scheduling field technician dispatch and final resolution verification. • Mentored junior agents on “Best Practices/Known Methods” to sustain high-quality service delivery.

Account Manager

Maximum Solutions Corporation

Mar 2010 - Oct 2010

• Worked as an Account Manager handling B2B clients for Architecture, Engineering, Construction (AEC), and Real Estate companies. • Analyzed client operations and budgets to identify and implement the most cost-effective product solutions. • Issued accurate price quotations based on client specifications and projected procurement needs.