Daisy G.
Mid-Level Hybrid Virtual Assistant
Open to offersNew to PlatformAbout
Daisy P., known as The Hybrid VA, is a seasoned professional with over 6 years of experience in the international BPO industry. Based in Manila, Philippines, her extensive expertise spans across customer support, HR operations, and project management, having worked with major US clients such as Kroger, DISH Network, Concentrix, and GE Money Bank. Notably, she resolved a critical payroll issue at Kroger affecting over 50,000 employees, a solution that was integrated into the company's knowledge base. Daisy has consistently ranked in the top 10% for customer satisfaction and has founded two SEC-registered community organizations, demonstrating her leadership and operations management skills. Her core competencies include project management, CRM management, process improvement, and HR administrative support. Daisy's technical proficiency includes tools such as Salesforce and HRIS, underpinning her ability to manage complex operational and customer service frameworks efficiently.
Experience
HR Helpdesk Specialist
GCS (Kroger) · 2022 — 2023Provided HR support for over 50,000 Kroger employees addressing payroll, benefits, and policy compliance queries. During a major software transition, identified a significant payroll error which was escalated to corporate; proposed a resolution that was integrated into Kroger's knowledge base. Maintained a 95% first-contact resolution rate while ensuring the confidentiality of sensitive employee data. Managed HR cases with precision using HRIS and payroll systems, adhering to compliance standards.Technical Support & CSR
Concentrix – DISH Network · 2013 — PresentAchieved a top 10% ranking among agents for Customer Satisfaction Score (CSAT). Handled tier-1 technical and billing issues for satellite TV customers through voice, chat, and email channels. Contributed to revenue growth by implementing upselling and cross-selling strategies. Successfully de-escalated a situation where a customer posed a safety threat, ensuring customer retention without escalation.Card Activation Specialist
GE Money Bank · 2012 — PresentProcessed over 100 card activations each day while adhering to security protocols. Utilized effective cross-selling techniques that resulted in a 20% increase in insurance policy enrollment. Provided tailored customer support to enhance retention rates.Technical Support & CSR
Transcom Asia – Comcast · 2008 — PresentResolved connectivity and billing issues which led to a 30% increase in customer satisfaction scores. Used de-escalation techniques to reduce customer complaints by 25%. Promoted service upgrades that contributed to achieving revenue growth targets.
Skills & Expertise
Education
- Bachelor of Science in Hotel and Restaurant ManagementCentro Escolar University · — — 2006