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Warren M. — Mid-Level Virtual Assistant from Philippines

Warren M.

Mid-Level Virtual Assistant

Philippines 1-2 years
Open to offersNew to Platform
Languages
English
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About

Warren M. is a seasoned General Virtual Assistant with over five years of experience supporting high-volume customer interactions and tackling technical troubleshooting challenges in various industries including administrative support and paralegal services. At Tech Mahindra, he adeptly led a team of customer service representatives, exceeding performance goals by optimizing incident escalation protocols. His focus on enhancing team productivity and customer satisfaction led to a 20% increase in satisfaction scores. His tenure at TaskUs Bohol saw him skillfully managing live chat and email inquiries, maintaining meticulous customer records within Customer Support Systems, and excelling in multitasking. At Van Law Firm, Warren utilized his Technical Aptitude to manage legal case files with precision, handling coordination with medical providers and insurance companies. His education at Surigao Del Norte State University and acquired skills, such as Technical Troubleshooting, position him as a valuable asset for remote administrative roles.

Experience

  • Team Leader

    TECH MAHINDRA · 2024 — 2025
    Oversaw a team of customer service representatives, ensuring performance goals were consistently surpassed through enhanced Incident Escalation protocols. Provided coaching to improve team productivity and Written Communication. Addressed escalated customer issues while prioritizing Customer Experience and Service Quality standards. Compiled daily reports and tracked KPIs to facilitate data-driven decision-making and refine technical support workflows. Worked with management to implement process efficiencies that improved team performance.

  • Customer Service Representative / Engagement Associate

    TASKUS BOHOL · 2022 — 2024
    Handled customer inquiries through Live Chat Support and email, managing high-volume bookings and account issues with precision. Ensured adherence to company data integrity standards while maintaining accurate records in Customer Support Systems. Delivered empathetic support and achieved productivity targets by effectively managing multiple chat sessions at once. Fostered positive customer interactions through clear Written Communication and attention to detail in troubleshooting.

  • Virtual Legal Assistant | Junior Caller

    VAN LAW FIRM · 2021 — 2021
    Managed legal case files using Filevine and Nitro Pro, showcasing strong Technical Aptitude and organizational skills. Coordinated with medical providers and insurance firms to gather records, facilitating smooth Case Management. Identified and resolved administrative obstacles while monitoring case timelines to meet all legal deadlines. Provided clerical support in a fully remote setting, utilizing tools like Slack and Zoom.

  • Customer Service Representative

    TELEPERFORMANCE · 2019 — 2020
    Addressed customer inquiries related to healthcare plan enrollment, delivering a seamless Customer Experience. Guided clients through various healthcare options and services, utilizing clarity in Written Communication to explain complex benefit structures. Ensured the confidentiality of sensitive customer information while documenting details with professionalism. Collaborated with internal departments to resolve benefit-related queries and uphold high standards of Service Quality.

Skills & Expertise

Customer Service and Admin SupportEbay ListingCustomer Service RepresentativeVirtual Assistant

Education

  • Bachelors in Elementary Education, college level
    SURIGAO DEL NORTE STATE UNIVERSITY · 2014 — 2017