ALPHA F. MAHUSAY
Quezon City,CAV
Summary
Detail-oriented Virtual Assistant & Quality Specialist with over 8 years of experience in administrative support, quality evaluation, and customer service. Proven track record in streamlining operations, improving service quality, and managing complex schedules. Highly skilled in CRM systems, automation tools, and cross-functional communication to boost productivity and client satisfaction.
Overview
11
11
years of professional experience
Work History
Virtual Assistant
Sales Seats
07.2024 - 11.2025
- Streamlined communication between departments to enhance operational efficiency.
- Managed scheduling and calendar coordination for multiple executives, ensuring optimal time management.
- Implemented project tracking systems to improve workflow transparency and accountability.
- Developed training materials for onboarding new team members, fostering a collaborative environment.
Virtual Assistant
EasyKind
07.2022 - 07.2024
- Managed 500+ patient records with 100% accuracy and zero data breaches.
- Reviewed consultation notes, ensuring clarity and eliminating inconsistencies.
- Scheduled 200+ patient follow-up appointments, improving client retention by 15%.
- Coordinated prescription orders and delivery with 100% on-time rate.
- Automated patient portal access, streamlining the onboarding process.
Sr. Quality Evaluator
Concentrix Philippines
01.2017 - 06.2024
- Facilitated 50+ internal and external calibration sessions, improving quality scores by 15%.
- Developed evaluation strategies, resulting in a 20% reduction in operational errors.
- Provided performance feedback to 30+ Team Leaders, enhancing leadership effectiveness.
- Supported onboarding for 200+ new agents and managers, reducing ramp-up time by 10%.
Dispute & Claims Representative
Convergys Philippines
11.2014 - 12.2016
- Resolved 95% of disputes within 48 hours, improving customer satisfaction scores.
- Identified root causes of recurring issues, leading to process improvements.
- Provided timely solutions, reducing repeat complaints by 12%.
Education
No Degree - Mass Communication Technology
La Verdad Christian College
Apalit, Province Of Pampanga, Philippines01.2007
Bachelor of Science - Information Technology
National College of Science And Technology
Cavite City, Province Of Cavite, Philippines01.2005
Skills
- Administrative Support: Calendar & Email Management, Data Entry, Document Preparation, Client Coordination
- Quality Evaluation: Process Auditing, Calibration Sessions, Performance Improvement
- Technical Skills: Salesforce, HubSpot, Halaxy, Zero, MS Office, Google Workspace
- Communication Tools: Zoom, Slack, Google Meet, Skype, Viber, WhatsApp
- Soft Skills: Time Management, Problem-Solving, Attention to Detail, Professionalism
Timeline
Virtual Assistant
Sales Seats
07.2024 - 11.2025
Virtual Assistant
EasyKind
07.2022 - 07.2024
Sr. Quality Evaluator
Concentrix Philippines
01.2017 - 06.2024
Dispute & Claims Representative
Convergys Philippines
11.2014 - 12.2016
No Degree - Mass Communication Technology
La Verdad Christian College
Bachelor of Science - Information Technology
National College of Science And Technology