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Joanna M. — Senior Recruiter from Philippines

Joanna M.

Senior Recruiter

Philippines 6+ years 15 - 35 USD per hour
Open to offersNew to Platform
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About

Professional Profile

I am Joanna Marie Guevarra, a Senior Talent Acquisition professional and Virtual Assistant with 13+ years of experience in customer service and business operations, 5+ years in full-cycle recruitment, and 6+ years of Virtual Assistant experience supporting recruitment, customer service, administrative, dispatch, and operational functions.

I currently work with PSG Global Solutions, specializing in full-cycle recruitment and high-volume hiring. My responsibilities include sourcing and screening candidates, conducting outreach through phone and email, managing applicant tracking systems, coordinating interviews and offers, maintaining talent pipelines, and partnering with hiring managers to meet labor plans and headcount goals.

My Virtual Assistant experience includes calendar and appointment management, customer follow-ups, CRM management, lead generation, dispatch coordination, research, data management, email and SMS communication, reporting, documentation, and workflow organization. I am comfortable working independently with international clients while managing multiple priorities and deadlines.

I also have current hands-on experience using AI and automation tools, including Claude AI, ChatGPT, and other generative AI platforms. I use AI for research, content creation, prompt development, candidate and client communication, data organization, process documentation, workflow optimization, and automating repetitive administrative tasks. I am continuously developing my knowledge of AI-powered workflows and automation to help businesses operate more efficiently.

Previously, I supported Amazon.ae in Dubai as an Executive Customer Relations Specialist, handling Amazon Business, FBA, Seller Support, high-profile customers, escalations, and complex service concerns. My experience in quality assurance and escalation management strengthened my analytical, troubleshooting, and process-improvement skills.

My background also includes customer retention, technical support, HVAC/electrical dispatch operations, appointment setting, and administrative support, giving me the flexibility to work across different industries and business environments.

I am proficient with Workday, Lever, iCIMS, Bullhorn, Airtable, GoHighLevel, Salesforce, Workiz, Microsoft Office, Google Workspace, Slack, Microsoft Teams, Calendly, Claude AI, ChatGPT, and other AI-powered productivity and business tools.


Why hire me

Employers should hire me because I offer a strong combination of recruitment expertise, Virtual Assistant experience, customer service excellence, AI proficiency, and operational knowledge. I understand both the human and technical sides of business operations—from building relationships with candidates and customers to creating organized systems and improving workflows through technology and AI. My work style is proactive, organized, resourceful, adaptable, and results-driven. I learn new technologies quickly, remain calm under pressure, communicate effectively with clients and stakeholders, and take ownership of my responsibilities. My goal is not simply to complete assigned tasks, but to identify opportunities to improve processes, save time, and contribute to long-term business growth.

Experience

  • Senior Recruiter

    PSG Global Solutions · 2022 — Present
    Conducts research on job boards to source suitable applicants and posts jobs. Recruits passive candidates through Cold Calling, emails, and relationship-building. Conducts pre-assessment calls to verify qualifications, availability, and compensation. Organizes candidate files and tracks their activities and references. Coordinates hiring needs with clients and site managers while maintaining a record of candidates sourced. Creates end-of-day productivity reports.

  • Virtual Assistant

    Insta-Answer (Legacy Research Group) · 2020 — 2021
    Schedules appointments for potential subscribers and engages in outbound calling for sales. Manages emails and the ticketing system while creating end-of-day productivity reports.

  • Executive Customer Relations Specialist

    Amazon.AE · 2018 — 2020
    Provides tier three care to high-profile customers and large bulk orders via e-mail and social media, including Facebook and Twitter. Initiates outbound calls for escalated customer assistance. Creates write-ups and case studies reflecting changing customer demographics.

  • Triage Escalations

    Amazon.AE · 2017 — 2018
    Manages direct client interactions for walk-in customer complaints. Reports team performance and acts as a point of contact for administration. Delegates tasks to core team members.

  • Quality Assurance

    Amazon.AE · 2016 — 2017
    Provides real-time support to agents, ensuring quality across all support mediums and coaching underperforming agents.

  • Resolution Specialist

    Amazon.AE · 2016 — 2016
    Offers real-time support and assistance to agents in their interactions.

  • Customer Care Representative

    SOUQ.com (An Amazon Company) · 2015 — 2016
    Delivers tier one customer support through calls, chats, and emails. Collects information for customer shipping status updates and addresses other concerns.

  • Retention Specialist

    Hewlett-Packard · 2014 — 2015
    Facilitates customer retention with a smooth onboarding process and closes the loop on customer feedback. Keeps products and services at the forefront of customer awareness and rewards promoters and loyal customers. Tracks contract expirations and informs customers of these dates while collaborating with the sales manager on promotional activities.

  • Back Office Executive

    TELUS International Philippines · 2013 — 2014
    Executes market research and processes research data. Handles basic administrative duties, including printing, email communication, and ordering office supplies. Assists in coordination with the sales team and the Front Office team, as well as with inventory control.

  • Senior Technical Support Specialist

    TeleTech · 2011 — 2013
    Addresses customer technical issues by identifying problems, researching solutions, and providing guidance. Supports training program development to help customers use products effectively while recommending products, services, or procedures to alleviate customer challenges. Evaluates system problems for enhancement recommendations.