Mohamad A.
Senior Operations and Customer Experience Specialist
Open to offersNew to PlatformLanguages
English
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About
Mohamad A. is a seasoned operations and customer experience professional with over 15 years of experience in diverse sectors including BPO, SaaS sales, travel, e-commerce, and IT support. Throughout his career, he has excelled in virtual assistance, CRM administration, team quality assurance, and remote client management across US, UK, and Asia-Pacific markets. Most recently, as an Admin Sales Support VA at Moments Travel Tours, Mohamad managed comprehensive booking operations and optimized CRM data accuracy while handling multi-channel customer support. His prior role as a Computer Admin Specialist at NapNaps Computer Store involved diagnosing and repairing technical issues, enhancing customer satisfaction, and improving service request turnaround times. Mohamad is adept at managing high-volume workflows and coaching team members in fast-paced environments, leveraging his fluency in English and Filipino. His technical proficiency spans hardware and software diagnostics, sales support, and customer service management, demonstrating a consistent ability to deliver measurable results. Mohamad holds a Bachelor of Science in Computer Science from Mindanao State University.
Experience
Admin Sales Support VA
Moments Travel Tours · 2023 — 2026Oversaw all aspects of booking operations, which included handling confirmations, cancellations, and quotations for travel inquiries. Ensured data accuracy within the CRM system through regular maintenance. Provided multi-channel customer support using email and a ticketing system, addressing requests promptly. Administered the upload of passports and travel documents, adhering to all booking requirements. Enhanced brand visibility through management of social media, increasing online engagement.Computer Admin Specialist
NapNaps Computer Store – Baguio · 2022 — 2023Diagnosed and resolved hardware and software problems for laptops and desktops, servicing numerous customers monthly. Offered comprehensive upgrade recommendations to clients, thereby boosting satisfaction and promoting upsell opportunities. Handled dispatch scheduling and case ticket management, optimizing turnaround time for service requests. Provided remote and in-person technical support for resolving network, OS, and software issues efficiently. Managed email support and maintained social media communications for consistent customer interaction.Senior Tele Sales VA
Andromeda – UK · 2021 — 2022Achieved sales for SaaS products as a senior closer, reliably meeting or surpassing monthly revenue goals. Ensured appointment schedules for Level 1 setters were accurate, validating pipeline conversion quality. Developed and mentored Level 1 appointment setters through structured QA feedback, enhancing overall call quality. Followed up with clients post-sale to verify onboarding success and ensure the efficiency of ordering systems.Sales Development Representative VA
Brilliant GR – UK · 2018 — 2021Executed comprehensive human resources tasks, including interviewing, qualifying, and onboarding new remote applicants. Provided layered support for teachers and students, resolving both customer service and technical challenges on the platform. Maintained a self-directed workflow throughout a 2.5-year period, demonstrating consistent reliability.Reservation Sales Specialist
InterContinental Hotels Group · 2017 — 2018Coordinated reservations for various IHG properties, managing new bookings as well as modifications and cancellations accurately. Promoted room upgrades and loyalty memberships to guests, contributing directly to hotel revenue goals. Acted as a resource for membership inquiries, effectively explaining benefits to enhance guest retention.Online English Teacher
51Talk · 2016 — 2017Provided personalized English lessons to students from China, focusing on subject-specific curricula and conversational proficiency. Monitored student progress and submitted reports, aiding in the achievement of academic milestones.Executive Virtual Assistant
StaffVirtual · 2015 — 2016Delivered technical support for client-facing websites, identifying and documenting errors for further escalation. Assisted with the management of billing and financial accounts, ensuring proper processing and accurate record-keeping.Fraud Specialist
Synchrony Financial Bank · 2014 — 2015Investigated fraud cases referred from Tier 1 agents, conducting detailed case analyses and reporting findings to credit bureaus. Assessed and approved credit card applications based on credit scores and fraud risk criteria. Managed high-sensitivity escalations, applying sound judgment to balance customer service and compliance.Sales Expert – Broadband & Utilities
MicroSourcing (YouCompare) · 2013 — 2014Guided customers through comparisons of broadband and utility plans, aligning options with their specific needs based on cost, speed, and data requirements. Ensured smooth transitions for customers after they made their decisions, facilitating provider handoffs during sign-up. Maintained user accounts, including password resets and profile updates across various product lines.Billing Specialist
DirecTV · 2012 — 2013Addressed complex billing inquiries and disputes for a substantial US customer base, maintaining high satisfaction rates. Organized dispatch scheduling while providing over-the-phone technical support for service-related issues.Travel Assistant Coordinator
AIG Malaysia / Chartis Travel Insurance (CTOM International) · 2009 — 2011Oversaw team performance reporting and led coaching and quality assurance for team members serving clients in Australia and New Zealand. Managed overseas emergency assistance, including medical evacuations and hotel reservations. Conducted pre-existing medical assessments via phone and processed various policy-related requests.Customer Service Representative
21st Century Auto Insurance · 2008 — 2009Handled first notice of loss (FNOL) calls to initiate vehicle damage claims, accurately documenting incident specifics. Referred policyholders to service providers for repairs and towing while ensuring service continuity. Addressed claim status inquiries and resolved disputes, advocating for customer interests in accordance with company policies.Website Technical Support Representative
APAC Customer Services · 2006 — 2008Offered IT-level online troubleshooting to clients, assisting with registration and usage of medical insurance portals. Managed escalated system and website errors, providing reports for the engineering team’s review. Handled password resets and data updates while ensuring access to online policy and claims for a large US client base.Customer Service Representative
APAC Customer Services (Horizon BCBS) · 2006 — 2006Supported U.S. clients with inquiries regarding benefits and claims status for a prominent health insurance provider. Delivered policy-compliant responses to complex insurance questions within a high-volume call center setting.
Skills & Expertise
Education
- Bachelor of Science in Computer ScienceMindanao State University · 2001 — 2005
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