Jama J.
Mid-Level Virtual Assistant Specialist
Open to offersNew to PlatformPortfolios
About
Jama J., a seasoned Virtual Assistant, has over a year of remote work experience and more than six years in the BPO industry, showcasing strong proficiency in sales, customer service, and real estate. Working from the Philippines, she has demonstrated competencies in social media marketing, onboarding and training support, and has managed accounts in financial, insurance, home service, and collections. Jama excels in CRM management, data entry, cold calling, and social media coordination. Her roles at RAV-MG Virtual Assistant and SBOVAcom involved handling inbound and outbound communications, tax payment collections, and generating leads for insurance solutions. At IQor and AFNI Philippines, she was pivotal in customer retention and upselling, while her prior experience at Concentrix and Teleperformance Philippines refined her expertise in complex problem-solving and customer support. Jama adapts well to independent work environments, leveraging tools such as Google Workspace, HubSpot, and Zendesk to keep operations seamless and efficient.
Experience
Customer Support / Appointment Setter / Financial & Sales Account
RAV-MG Virtual AssistantProvided customer support through inbound and outbound calls, addressing client inquiries and resolving issues to ensure a positive experience. Managed appointments, organized schedules, and conducted administrative tasks to facilitate efficient daily operations. Assisted with financial and sales tasks, such as tax payment collections and IRS Tax Relief Programs, while utilizing CRM systems and data management tools for organized record-keeping.General Virtual Assistant / Cold Calling / Appointment Setter (Insurance Account)
SBOVACOMDelivered administrative and customer support on insurance accounts by responding to client inquiries, reviewing policies, and recommending coverage options. Conducted outbound calls to explain policy benefits and gather leads through cold calling strategies. Handled insurance documentation and scheduled appointments for agents, leveraging tools like CRM systems, Google Workspace, Excel, and HubSpot to maintain records and ensure a smooth workflow.Social Media Manager / General VA
SIMPLE BIZOversaw social media tasks including ad reviews, product listing evaluations, and digital content assessments for platforms like Facebook and Instagram. Conducted online research for accuracy and compliance, responded to customer inquiries, and performed cold calls to connect with potential clients. Managed advertisement creation and editing, along with content posting and engagement monitoring to enhance online presence.BPO - Customer Service (TELSTRA)
TELEPERFORMANCE PHILIPPINESSpecialized in customer service for insurance accounts within a BPO setting, processing claims, enrolling customers for new insurance quotes, and providing support while resolving inquiries to ensure satisfaction with insurance coverage.Subject Matter Expert (SME) / Customer Service Representative (Account: T-Mobile, US Telecommunications)
IQORPromoted to SME to mentor agents, manage Tier-2 client escalations, and audit compliance with business metrics. Handled complex client situations with empathy to ensure satisfaction, analyzed account data for swift resolutions, and achieved consistent results in Key Performance Indicators (KPIs) including Average Handle Time (AHT) and Customer Satisfaction (CSAT).Customer Sales Representative (Account: Verizon, US Telecommunications)
AFNI PHILIPPINESLed proactive outreach campaigns to enhance client satisfaction and foster brand loyalty. Surpassed revenue and unit targets by addressing client objections, achieving high First-Contact Resolution (FCR) rates through effective problem-solving.Customer Care Representative
CONCENTRIXHandled multi-channel customer inquiries, addressing complex technical issues and resolving billing discrepancies.
Skills & Expertise
Education
- Bachelor of Science in PsychologyMary the Queen College of Quezon City
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