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Arbie M. — Mid-Level Social Media Virtual Assistant from Philippines

Arbie M.

Mid-Level Social Media Virtual Assistant

Philippines 2-3 years
Open to offersNew to Platform
Languages
EnglishTagalog
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About

Arbie H. is an experienced professional with over 15 years in the BPO industry, focusing on customer service, technical support, and team leadership. His career began with Sutherland Global Services, where he supported multiple accounts, including Lenovo and H&R Block, and progressed through roles at TeleTech and Concentrix, handling advanced support cases for mobile phones and telco accounts. As a Team Leader at Founder Asia Inc., Arbie guided agents in technical support for audio products. Most recently, he has transitioned to a Virtual Assistant role, excelling in social media management, lead generation, and CRM management using GHL. He further developed his leadership skills as a Team Manager at Alorica, supervising a content moderation team to ensure compliance with community guidelines and quality standards. Arbie's skills in content creation, data tracking, and process optimization are complemented by his aptitude for training and mentoring teams to improve performance and meet business objectives.

Experience

  • Virtual Assistant

    null · 2024 — Present
    Interacted with customers by responding to DMs and comments on Facebook. Scheduled sales calls through direct messaging and email exchanges. Engaged with leads promptly, ensuring responses within 10–15 minutes. Monitored data and identified quality leads. Assisted in the creation of marketing materials using Canva. Published content on business pages. Utilized GHL/CRM for managing leads and client interactions.

  • Team Manager – Content Moderation Team

    Alorica · 2024 — 2024
    Oversaw a team of 10–12 content moderators tasked with supporting a significant social media platform. Ensured compliance with community guidelines, quality standards, and service level agreements. Conducted evaluations and coaching sessions to enhance team performance. Tracked key performance indicators, attendance, and metrics related to behavior. Addressed escalations, performed quality audits, and managed client communications as required. Organized team huddles, training, and updates on policies to align with content standards.

  • Team Leader- Founder

    Asia Inc. · 2019 — 2024
    Mentored agents in their career paths and coached them for improved performance. Delivered technical support specific to audio products, including speakers, headphones, and earbuds.

  • Level 2 Technical Support Representative

    Concentrix · 2016 — 2019
    Managed escalated cases that required advanced assistance for mobile phone users.

  • Technical Support Representative

    TeleTech · 2015 — 2015
    Provided account support for telecommunications services during initial training.

  • Apprentice / CSR

    Sutherland Global Services · 2008 — 2015
    Supported various accounts including Lenovo, e-Bags, and H&R Block. Roles encompassed subject matter expert, quality assurance, and customer service for clients in Australia, New Zealand, and the United States.

Skills & Expertise

PharmaceuticalXeroCustomer ServiceSalesProduct Designer

Education

  • Diploma in Applied Computer Science (Undergraduate)
    Systems Technology Institute · — — 2002

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