Jay R.
Mid-Level Customer Success Specialist
Open to offersNew to PlatformAbout
Jay R., a seasoned Client & Customer Success Virtual Assistant, boasts 15 years of expertise in the contact center (BPO) industry, including seven years in supervisory roles. Currently, he serves as a Field Support Specialist at Maid2Match Australia, acting as the primary contact for customer interactions, adeptly managing booking inquiries and triaging concerns across phone and email. His role extends to supporting dispatch operations by coordinating schedules, ensuring seamless service delivery. Previously, Jay excelled as a Virtual Office Manager and Area Supervisor at a Georgia-based home improvement company, where he was responsible for daily operations, remote team management, and enhancing customer success. A Bachelor of Science in Commerce with a Major in Marketing from West Negros University underpins his strong foundation in customer relations, CRM familiarity, and service management.
Experience
Field Support Specialist
Maid2Match · 2025 — PresentAct as the first point of contact for customers addressing booking inquiries, service requests, and general concerns. Handle a high volume of communications across various channels such as phone, email, and messaging platforms while monitoring booking statuses. Provide proactive updates to customers regarding appointments and maintain accurate records within CRM and scheduling systems. Collaborate with the dispatch team to ensure effective scheduling and optimization of bookings for field staff within assigned areas.Virtual Office Manager and Area Supervisor
Gutters4Less - Freelance · 2021 — 2023Managed daily operations, customer success, and scheduling for a home improvement company. Oversaw remote team management and addressed customer inquiries through various channels. Took responsibility for quotes, invoicing, and issue resolution while serving as the liaison between customers and project managers for job updates.Assistant Manager - Messaging Support
Delta Airlines (WNS) · 2021 — 2023Conducted meetings with office managers to drive discussions aimed at improving workflow efficiency. Focused on scheduling jobs and managing customer inquiries through phone, email, and Jobber messages, ensuring accurate and timely responses. Oversaw team efforts to maintain service quality while managing training sessions for team members, resolving complex issues, and updating customer travel itineraries.
Skills & Expertise
Education
- Bachelor of Science in Commerce Major in MarketingWEST NEGROS UNIVERSITY · 2004 — 2010
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