FELIPE J.
Mid-Level Virtual Assistant and Training Specialist
Open to offersNew to PlatformAbout
Felipe J. is a skilled Virtual Assistant and Training & Development Professional bringing over a decade of experience in the outsourcing industry. Currently, he excels as a Virtual Assistant at a U.S.-based online business academy, where he manages member onboarding, client communication, and process documentation to ensure seamless operations across time zones. His role as Academy Concierge at Contrarian Thinking involved guiding new members through onboarding processes and creating strategic presentation decks. Felipe's background includes a robust experience as a Training Manager, where he led a team of trainers, designed comprehensive training programs, and implemented process improvements. Accredited with a Professional Teaching License in English and Lean Six Sigma Yellow Belt certification, he is proficient in utilizing Google Workspace and Microsoft Office suites for effective administration and training delivery. Additionally, Felipe has worked as an online ESL teacher, focusing on language skill development for Chinese learners, and has consistently contributed to high customer satisfaction as a customer support representative.
Experience
Virtual Assistant / Academy Concierge
Contrarian Thinking · 2025 — 2026Acted as the initial point of contact for both prospective and current members of the Contrarian Thinking Academy, addressing inquiries and resolving issues. Welcomed new members with personalized direct messages, presented the structure of the community, and outlined expectations for their educational experience. Assisted members throughout the onboarding process, including engaging in introductions and accessing the Acquisition Foundation Course. Monitored member advancement with the Member Journey Checklist and reached out to inactive participants regarding pivotal milestones. Directed members to suitable courses, channels, tools, and session recordings tailored to their unique objectives. Addressed administrative matters including adding family members, billing inquiries, and updating email addresses as necessary. Developed presentation materials for onboarding sessions and high-level reviews, and created documentation to enhance operational efficiency within the Academy.Training Manager (Face-to-Face & Remote)
Company not specified · 2018 — 2025Supervised and mentored a team of language and process trainers to guarantee consistent support quality across different accounts. Created and implemented comprehensive training programs, addressing needs analysis, developing curriculum, and conducting evaluations from Level 1 to 4. Facilitated communication and coordination among cross-functional teams via Microsoft Teams and Google Workspace. Compiled process documentation along with training materials, standard operating procedures, and reports intended for clients, demonstrating strong writing and content development capabilities. Conducted performance reviews and individuality development plans, leading to noticeable enhancements in team Key Performance Indicators and customer satisfaction scores. Managed scheduling and calendar arrangements for training activities and program launches involving various teams spread across different time zones.Online ESL Teacher (Freelance)
Independent Contractor · 2023 — 2024Provided both individual and group English lessons to young and adult learners from China utilizing online platforms, concentrating on conversational skills, pronunciation, and academic English. Crafted tailored lesson plans and materials for each student's proficiency level and goals. Monitored ongoing learner progress and supplied structured feedback to students and their parents following each session. Independently managed scheduling, communications with clients, and session appointments.Process & Language Trainer
Company not specified · 2016 — 2018Performed analysis of training needs and devised specific strategies to address gaps in communication and service delivery. Delivered onboarding, language, and process training to frontline agents utilizing Google Workspace, MS Office, and TalentLMS. Conducted Level 1 to 4 Kirkpatrick evaluations to assess and enhance training program effectiveness. Administered language proficiency evaluations and participated in hiring interviews, gaining experience in HR support.Customer Support Representative
Company not specified · 2014 — 2016Delivered comprehensive customer support to clients based in the U.S. through phone, email, and live chat, improving both asynchronous and real-time communication abilities. Handled appointment scheduling, follow-up communications, and maintained accurate records in the CRM system. Achieved performance objectives concerning response times, call quality, and customer satisfaction ratings.
Skills & Expertise
Education
- Master of Arts in Education, Major in EnglishNational Teachers College · — — 2026
- Bachelor of Science in Education, Major in EnglishArellano University · — — 2022
- Bachelor of Arts in CommunicationLeyte Normal University · — — 2013