NANCY M.
Mid-Level Virtual Assistant and Customer Support Specialist
Open to offersNew to PlatformAbout
Nancy M. is an experienced Virtual Admin Assistant and Customer Support Manager with a background spanning cleaning services, social media marketing, business process outsourcing (BPO), telecommunications, and warehousing. At Jim’s Cleaning, she managed email correspondence, data entry, document organization, client communication on payments, dispute resolution, and scheduling, utilizing platforms such as Xero and GoHighLevel. Her tenure at WeWhiten focused on social media outreach, content creation, and appointment setting through Instagram. Previously, Nancy supported Google product users as a Technical Support Specialist at Sykes Incorporated, troubleshooting a wide range of smart home devices. Her roles with Iqor and Convergys involved direct customer service, complaint handling, and resource allocation across telecom and retail accounts. Nancy’s experience is complemented by earlier positions in sales and inventory management within the telecommunications and FMCG sectors.
Experience
Virtual Administrator Assistant / Customer Support Manager / Collection Assistant
Jim’s Cleaning · 2024 — 2026Managed email correspondence, handled data entry and database management, and organized documents. Communicated with clients concerning outstanding payments, negotiated payment plans, resolved disputes, and prepared invoices along with payment reminders. Maintained accurate records of collection activities and responded to customer inquiries through phone, email, and chat. Engaged with new leads regarding services, created quotes, scheduled appointments, developed checklists for cleaners, and responded to routine inquiries while managing email templates.Social Media Marketing and Appointment Setter
WeWhiten · 2023 — 2024Sourced potential leads through Instagram and initiated contact to introduce services. Coordinated schedules between leads and representatives for bookings, persistently followed up with interested leads, and created content such as posts, images, and videos for Instagram.Technical Support 1 Specialist
Sykes Incorporated · 2019 — 2022Handled customer technical support cases via phone, chat, and email. Diagnosed and troubleshot issues related to Google Products. Answered inquiries and resolved concerns regarding Google Home Speakers and other associated products including Nest cameras and thermostats.Customer Service Specialist
Iqor Philippines · 2018 — 2019Responded to incoming calls from customers, providing answers to questions about products and services. Addressed customer complaints in a friendly manner, ensured customers received appropriate resources, and maintained positive relationships between customers and the company.Customer Service Specialist
Convergys · 2016 — 2017Managed incoming calls from customers, delivering solutions to their queries regarding products and services. Resolved customer complaints courteously, provided necessary resources, and fostered good relationships between customers and the company.Associate Tier1
Convergys · 2015 — 2016Provided appropriate solutions to customer issues, listened to and analyzed customer problems, and troubleshot technical issues concerning voice, internet, or data installations and connections.Product Specialist/Sales Agent
Philippine Long Distance Telecommunication · 2007 — 2010Promoted all products offered by PLDT, including Digital Service Line (DSL). Introduced new products to clients, explained features, and upsold various services.Checker (warehouse in-charge officer)
Isla Bela Marketing · 2004 — 2006Conducted daily inventory of stocks, monitored the movement of goods, managed the warehouse including the processing of empty bottles, and supervised the loading of trucks while coordinating team activities.
Skills & Expertise
Education
- Bachelor of Science in Physical TherapyUnciano Colleges, Inc · 2001 — 2003
- High SchoolMaliwalo Nationalized High School · 1991 — 1995
- ElementaryMatatalaib Bato Elementary School · 1989 — 1991
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