Dan A.
Virtual Assistant
Open to offersNew to PlatformAbout
Dan I. A. is a seasoned professional with over seven years of experience in customer service and technical support. He served as a Team Leader and Technical Expert at companies like iQor Philippines and Alorica Philippines, where he oversaw team performance, provided real-time feedback, and conducted coaching sessions to enhance team productivity. Working in the telecommunications industry, Dan addressed customer concerns related to billing, devices, and network services, ensuring high customer satisfaction by delivering exceptional customer service. His expertise includes monitoring KPIs, implementing strategic improvements, and leveraging tools such as Microsoft Office for data analysis and reporting. Dan's educational background in architecture from the National College of Science & Technology complements his career, alongside certifications like LEAN SIX SIGMA White Belt, which demonstrates his commitment to continuous professional development.
Experience
Virtual Assistant - Appointment Setter
Roof Ignite Ltd. · 2026 — 2026Qualified inbound calls and made outbound calls, texts, and emails to new roofing leads. Scheduled and coordinated roof inspection appointments while maintaining accurate lead records.Account Supervisor
iQor Philippines · 2025 — 2026Oversee team performance, attendance, and conduct Monitor agents’ calls and adherence to SLA’s and processes Provide real-time feedback through 1:1 Coaching sessions Analyze performance trends to drive improvementsCustomer Care Rep
iQor Philippines · 2024 — 2025Address customer concerns regarding billing, devices, network services, and promotions while delivering exceptional customer service. Ensure customer satisfaction by resolving issues efficiently, strengthening customer relationships to continue business with the companyTeam Leader
Callmax Solutions · 2023 — 2024Oversaw team performance and attendance while conducting monitoring of agents' calls for adherence to SLAs and processes. Provided real-time feedback through one-on-one coaching sessions and analyzed performance trends to implement improvements.Subject Matter Expert - Mentor
iQor Philippines · 2022 — 2023Facilitated coaching sessions with trainees to improve their behavior and performance while handling escalated calls and resolving customer concerns accurately.Account Expert
iQor Philippines - T-Mobile US · 2021 — 2022Handled customer inquiries and provided effective resolutions to their concerns. Conducted basic to advanced troubleshooting for device, service, and network issues while ensuring customer satisfaction.Sales Advisor I
Concentrix - AT&T Sales · 2021 — 2021Assisted customers with account concerns, including billing, rate plans, and devices. Addressed customer needs by recommending suitable products and services, driving sales through effective resolutions.Tech Tier II
iQor Philippines · 2019 — 2020Handle customer calls and provide effective resolutions to their concerns. Perform basic to advanced troubleshooting for device, service, and network issues.Technical Expert
Alorica Philippines · 2018 — 2019Conducted account health audits to identify customer needs and position relevant sales offers, along with handling customer calls to troubleshoot account and network issues.
Skills & Expertise
Education
- High School DiplomaImus National High School · — — 2015
- Bachelor of Science in ArchitectureNational College of Science & Technology
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