Darwin S.

Employers should hire me because I am dependable, adaptable, and committed to delivering quality work. I have a strong background in customer service, leadership, and virtual assistance, which has helped me develop excellent communication, problem-solving, organization, and time-management skills. I am also comfortable learning new tools and processes and can work independently with minimal supervision. I take ownership of my responsibilities, pay close attention to details, and always aim to provide professional and reliable support. Most importantly, I am eager to learn, grow with the company, and contribute to the team's success.

• Executive Virtual Assistant

  Customer Service / Sales Representative · 2025 — 2026
  Managed the complete booking process for travel planning, handling customer inquiries and resolving issues with professionalism. Conducted research to curate personalized vacation packages that met client preferences and budgets.

• General Virtual Assistant

  Macky Yan · 2024 — 2025
  Identified and acquired high-demand tickets for concerts, theater, and sports events while analyzing market trends for resale profitability. Maintained procurement records to ensure competitive advantage in ticket acquisition.

• General Virtual Assistant / Shopify VA

  Niel Moone · 2025 — Present
  Optimized Shopify product listings to enhance store performance and conversion rates. Improved product titles, descriptions, and SEO keywords for better organic search visibility and customer engagement, while analyzing site analytics to identify growth opportunities.

• Executive Virtual Assistant

  Cold Calling - Full Serv Restoration · 2024 — 2025
  Engaged potential prospects through cold calling to introduce plumbing and restoration services, focusing on homeowners across various states. Built rapport, identified interest, and aimed to convert leads into inspection bookings to support sales outreach efforts.

• Frontline Leadership - Team Leader

  Ecom BPO (Previously Theorem BPO) · 2023 — 2024
  Oversaw performance management through regular coaching and call/chat quality monitoring, focusing on achieving KPIs. Acted as the primary escalation point for complex customer service issues and ensured adherence to service levels through effective scheduling. Enhanced team engagement by identifying training needs and mentoring agents.

• Frontline Leadership - Team Leader

  Theorem BPO · 2022 — 2023
  Conducted one-on-one coaching sessions and monitored call/chat quality to ensure team performance aligned with KPIs. Managed daily team schedules and provided real-time support for complex customer issues, ensuring service level maintenance. Identified training gaps and mentored agents to foster team development and enhance engagement.

• Customer Service Representative

  Iqor Philippines · 2018 — 2020
  Managed customer inquiries across various communication channels, including phone, email, live chat, and social media to provide timely responses. Investigated complex customer issues and provided solutions such as troubleshooting and processing refunds. Logged all interactions into the CRM system to maintain account history and identified recurring issues for process improvement.

• Collections Representative

  Sutherland Global Services · 2017 — 2018
  Contacted customers with overdue accounts through phone, email, and chat to negotiate payment plans and resolve billing disputes while maintaining a professional rapport. Documented collection efforts and customer interactions in the CRM system for accurate account tracking and compliance. Met or exceeded team KPIs related to recovery rates and account resolution.