Summary

Overview

Work History

Education

Skills

Timeline

Apple Grace Gumafelix

Virtual Assistant | Customer Engagement, Data Management & Admin Tasks

Iloilo City

Summary

Customer Service professional with over 14 years of experience providing high-quality support in the hospitality, logistics, and e-commerce sectors. Expert in managing Inbound Calls, Email Support, and Chat Support while maintaining calm and professional service during high-volume periods. Proven track record in using Reservation Systems and Microsoft Office to process complex bookings, revisions, and cancellations with 100% accuracy.

Overview

years of professional experience

Language

Work History

Email and Live Chat Support Specialist

LEAPRO GMBH

11.2025 - 03.2026

Delivered calm and professional Email Support and Chat Support for high-volume e-commerce platforms, maintaining a 98% customer satisfaction rating.
Applied advanced troubleshooting techniques to resolve package tracking inquiries and provide accurate delivery timelines for international shipments.
Advised customers on shipment status by initiating and managing complex investigations for lost, delayed, or missing deliveries.
Processed return shipments and refund requests with high accuracy, adhering strictly to company brand promises and financial policies.
Germany

General Virtual Assistant

HAPPY COATINGS

12.2024 - 10.2025

Dispatched field workers and coordinated job assignments using Microsoft Office tools to ensure efficient service completion and customer satisfaction.
Managed high-volume scheduling and data entry tasks, ensuring all documentation was processed with 100% accuracy in the internal tracking system.
Coordinated seamlessly between clients and suppliers to provide Sales Backup Support and maintain smooth communication channels.

Lead Verifier

PACIFIC CREDIT SOLUTIONS LLC

09.2022 - 09.2025

Reviewed and verified customer applications for creditworthiness, applying strict attention to detail to process sensitive financial data.
Assisted clients with inquiries regarding loan terms and repayment schedules, providing clear and professional guidance through phone and email.
Evaluated complex documentation to determine eligibility, ensuring all internal compliance standards were met for account verification.
Maintained high accuracy in records management, identifying and troubleshooting discrepancies in customer files to prevent data loss.

Telemarketer

A & A COMMUNICATION

08.2020 - 11.2022

Conducted high-volume outbound calls to track potential leads and provide Sales Backup Support for the regional marketing team.
Presented service benefits to diverse customer segments and secured outbound sales through persuasive communication and brand advocacy.
Managed lead tracking databases with precision, ensuring all follow-up communication was scheduled and executed promptly.

Quality Assurance

IQOR ILOILO

02.2018 - 06.2020

Monitored Inbound Calls and Chat Support interactions to evaluate agent performance against high-quality service standards.
Ensured absolute compliance with internal processes and provided critical feedback to improve departmental troubleshooting accuracy.
Analyzed customer interaction data to identify pain points and recommended process improvements for high-volume booking revisions.

Customer Care Representative

TRANSCOM ILOILO (UPS)

01.2014 - 11.2017

Managed Inbound Calls and inquiries regarding complex logistics tracking, delivering personalized and immersive service to every guest.
Initiated lost-package investigations and applied troubleshooting strategies to coordinate effective delivery resolutions with operations teams.
Processed high volumes of service requests and cancellations, ensuring 100% accuracy in the tracking and reservation system.

Email/Chat Support

WNS GLOBAL (EXPEDIA)

05.2011 - 12.2013

Utilized reservation systems to manage travel bookings, revisions, and account inquiries for a global travel advisor network.
Improved sales by 20% through effective Sales Backup Support, upselling travel packages, and providing Tour Operations Experience.
Assisted with reservations and cancellations in subordinate systems, maintaining the brand promise of professional and immersive service.