Robby J.
Mid-Level Virtual Assistant and Customer Support Specialist
Open to offersNew to PlatformAbout
Robby R. is a seasoned Virtual Assistant and Customer Support professional with over a decade of experience in customer service, operations support, and lead management. His work with PayPal/Concentrix involved managing customer support across various channels for telecommunications and fintech accounts, where he excelled in resolving billing concerns, account inquiries, and technical troubleshooting. Between May 2023 and October 2023, Robby served as a Client Service Associate at TDCX Philippines, honing his skills in client communication and operational compliance. In his subsequent role as a Lead Manager Virtual Assistant, he effectively managed real estate leads through CRM systems, conducted property research, and coordinated transactions. His expertise encompasses CRM management, multi-channel support, and process improvement. Proficient with tools like Salesforce, Trello, and Slack, Robby has supported international clients, handled escalations, and optimized workflows across diverse and fast-paced environments.
Experience
Lead Manager Virtual Assistant
Company not specified · 2024 — 2025Oversaw real estate leads using CRM systems, ensuring timely follow-ups and an organized pipeline. Conducted property research, due diligence, and buyer verification to facilitate acquisition and sales. Coordinated transactions by reviewing contracts and managing communication with buyers, sellers, and internal teams. Assisted in marketing properties via cold calling, text messaging, email campaigns, and social media outreach. Supported lead generation by compiling lead lists, skip tracing contacts, and maintaining detailed records.Client Service Associate
TDCX Philippines · 2023 — 2023Assisted advertising partners by resolving account and campaign issues through various communication channels. Advised content creators on strategies for audience engagement and improving account visibility. Ensured that published content adhered to platform policies and operational guidelines.Customer Care Solutions
PayPal / Concentrix · 2019 — 2021Provided customer support via phone, email, and chat for telecommunications and fintech accounts. Addressed billing issues, account inquiries, payment problems, and technical troubleshooting. Promoted products and mobile device insurance plans while ensuring customer satisfaction. Managed high-volume escalated interactions with professionalism and strong de-escalation skills. Maintained documentation and compliance with operational procedures and KPIs. Acquired extensive product knowledge to offer effective resolutions.Operations Analyst II
Telus International Phil. · 2017 — 2018Managed supervisor escalations and resolved complex customer issues requiring critical analysis and decision-making. De-escalated high-risk interactions while ensuring policy compliance and customer satisfaction. Monitored agent performance and KPIs, providing coaching to enhance operational outcomes. Generated performance reports detailing account metrics and strategies for resolution. Collaborated with team leaders and clients to identify areas for process improvement.Customer Support Representative
Telus International Phil. · 2012 — 2017Provided support to customers via email and chat, ensuring high levels of satisfaction. Resolved billing, account, and technical issues through comprehensive troubleshooting. Investigated product-related problems and escalated recurring concerns as needed. Accurately documented interactions to ensure effective case tracking and resolution.
Skills & Expertise
Education
- Computer System Design & ProgrammingAMA Computer Learning Center