Rose A.
Senior Virtual Assistant and Customer Support Specialist
Open to offersNew to PlatformAbout
Rose Ann T. is a seasoned Virtual Assistant and customer support professional with over 12 years of experience, specializing in servicing U.S.-based clients. Her expertise encompasses a wide range of areas including customer service, administrative support, technical support, appointment setting, team leadership, and employee training. Rose Ann has a proven track record in calendar management, CRM updates, lead qualification, and efficient data entry. As a Team Supervisor at iQor Philippines, she was responsible for daily team operations, achieving performance and quality goals, and resolving customer escalations. Her role as a Learning & Development Trainer there involved conducting extensive training programs. With Transcom Worldwide, she excelled in resolving complex customer concerns as a Technical Support Representative. Rose Ann has also served as a Customer Phone Verifier and Assistant Marketing Officer, excelling in communication and lead generation tasks. Her technical skills include proficiency in Google Workspace, Microsoft Office, CRM tools like Zillow and Hostaway, and various collaboration platforms.
Experience
TEAM SUPERVISOR
iQor Philippines · 2024 — 2026Oversaw daily operations of the team and facilitated the attainment of quality and performance objectives. Monitored key performance indicators and provided coaching aimed at enhancing productivity and customer service. Addressed customer escalations and efficiently resolved complex issues. Offered guidance to team members in a high-paced customer service setting. Ensured effective communication with employees and internal stakeholders for seamless operations.PART-TIME APPOINTMENT SETTER / COLD CALLER – REMOTE
U.S. Home Improvement, Roofing, Solar, and Mortgage Campaigns · 2025 — 2026Executed outbound calling to prospective customers while qualifying leads in accordance with campaign requirements. Scheduled appointments for prospects who met qualification criteria. Updated and maintained accurate CRM records related to leads. Followed up with leads and recorded call outcomes. Professionally communicated with U.S.-based customers and prospects and adapted to various campaign scripts and qualification processes.LEARNING & DEVELOPMENT TRAINER
iQor Philippines · 2019 — 2024Facilitated training programs for both new hires and existing team members. Developed training materials, presentations, and learning resources. Offered coaching and feedback to enhance employee knowledge and performance in customer service skills. Supported training and development initiatives for onboarding employees. Clearly communicated complex processes to diverse audiences.TECHNICAL SUPPORT REPRESENTATIVE – REAL-TIME ESCALATION
Transcom Worldwide · 2014 — 2019Handled technical support escalations and complex customer issues. Provided prompt troubleshooting assistance to resolve concerns. Worked alongside internal teams for efficient case investigation and resolution. Accurately documented customer interactions and case information. Maintained a professional demeanor while managing challenging customer situations.CUSTOMER PHONE VERIFIER
Avatar Technologies · 2014 — PresentPerformed accurate and efficient verification of customer information. Addressed customer inquiries and account-related questions. Coordinated and maintained precise records of customer data. Adhered to established procedures to guarantee data accuracy and quality.ASSISTANT MARKETING OFFICER
The Astra Group Inc. · 2013 — 2014Supported marketing campaigns, events, and promotional efforts. Assisted in gathering information for market research. Helped with administrative tasks related to marketing initiatives and liaised with both internal and external stakeholders.
Skills & Expertise
Education
- Bachelor of Science in Tourism ManagementInstitution not specified