Hi, I’m
Arone Nacionales
Virtual Assistant And Sales/Customer Support Specialist
Iloilo City, Province Of Iloilo
Work Preference
Summary
Resourceful and dedicated Virtual Assistant and Sales/Customer Support Specialist with over 10 years of experience across telecom, real estate, hospitality, and service industries. Adept at cold calling, lead generation, CRM management (Salesforce, NetSuite Oracle, Odoo, GoHighLevel), and remote administrative support. Proven track record in improving customer satisfaction, increasing conversions, and supporting cross-functional teams. Seeking a remote opportunity where professionalism, initiative, and client-focused service can make a measurable impact.
Overview
17
years of professional experience
Work History
Spectrum Window Cleaning
Virtual Assistant
07.2024 - Current
Job overview
- Conduct 80 to 100 outbound cold calls to residential and commercial prospects offering window cleaning services
- Qualify leads and schedule service appointments
- Perform follow-ups to convert prospects into paying clients
- Utilize GoHighLevel CRM to track lead engagement, manage workflows, and automate follow-ups
- Provide timely virtual coordination and client support
- Elevated client experience by providing timely customer support via phone calls, emails, and live chat platforms.
- Managed CRM input, exports and clean up.
- Uploaded files for team use on Google Suite and SharePoint.
Kellim Marketing LLC / Towerstream & Metalink (ISPs)
Sales & Customer Service Representative
08.2022 - 07.2024
Job overview
- Assisted customers with internet service setup and support across various communication channels
- Conducted cold calls, qualified leads, and closed sales efficiently
- Scheduled installations and managed client expectations
- Maintained accurate records and lead statuses in Salesforce and NetSuite Oracle CRMs
- Handled basic technical support and ensured high levels of client satisfaction
- Remote
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Amazing Home Offers
Real Estate Virtual Assistant
05.2021 - 07.2022
Job overview
- Reached out to buyers and sellers via cold calls to generate real estate leads
- Scheduled acquisition calls and performed structured follow-ups
- Managed contact data, appointment logs, and email follow-ups in Odoo CRM
- Remote
- Answered and screened calls to provide information, schedule appointments and take detailed messages.
- Upheld the highest standard of confidentiality when handling sensitive information related to clients'' personal or business affairs.
- Promoted company values through consistent representation of brand voice in all written communications.
I-Xue Inc. (ESL)
Team Leader
11.2018 - 04.2021
Job overview
- Supervised team of ESL teachers to maintain instructional quality and service KPIs
- Delivered direct coaching, training sessions, and staff evaluations
- Managed class schedules and liaised with clients/students on service feedback
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
Ubiquity Global Services (Menulog Account)
Quality Assurance Analyst/Coach
06.2015 - 03.2018
Job overview
- Performed QA audits and provided insights for operational improvements
- Aligned service quality with client standards through weekly calibration sessions
- Created process documentation and quality control reports
- Mentored and coached team members on QA topics and strategies.
- Supported company in maintaining work environment focused on quality, communication, collaboration, integration, and teamwork.
- Streamlined QA processes for increased efficiency and reduced time spent on redundant tasks.
- Participated in regular meetings with cross-functional teams to discuss progress updates, communicate concerns or challenges, and ensure alignment of project goals.
- Maintained comprehensive knowledge of relevant industry regulations and standards, ensuring compliance throughout the QA process.
Activ8me (via KMC Solutions)
Customer Support Specialist
03.2013 - 05.2015
Job overview
- Assisted customers with internet/phone issues and subscription plans
- Promoted to Finance Department to handle billing inquiries and issue resolution
- Generated reports and supported internal documentation initiatives
- Provided timely assistance to customers via phone, email, and live chat channels, ensuring a high level of professionalism at all times.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Collaborated with cross-functional teams to address customer concerns and improve overall service quality.
Ingram Micro Philippines (Avanquest)
Customer Service Representative
10.2012 - 01.2013
Job overview
- Handled customer concerns related to design deliverables and service timelines
- Maintained service quality in line with company expectations
- Contract-Based
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Responded to customer requests for products, services, and company information.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Intelenet Global (Hilton Reservations)
Reservation Specialist
05.2011 - 06.2012
Job overview
- Managed hotel reservations, recommended upgrades, and waived fees per policy
- Resolved issues related to booking errors or changes
- Provided customers with information about availability and pricing.
- Enhanced customer satisfaction by efficiently managing reservation inquiries and bookings.
- Resolved various issues and discrepancies for customers.
- Collaborated with sales teams to secure group reservations and generate revenue.
- Maintained strong relationships with clients, ensuring repeat business and loyalty.
Teletech
Client Service Consultant
05.2008 - 06.2009
Job overview
- Delivered effective resolutions to customer issues via phone and email support
- Participated in projects and team-based initiatives focused on quality improvement
- Responded to customer concerns with friendly, knowledgeable service, and resolved issues quickly to deliver prompt service.
- Assisted in the development of customized solutions for specific client challenges, resulting in increased satisfaction levels.
- Enhanced client satisfaction by providing timely and accurate support for inquiries and concerns.
Education
University Of San AgustinIloilo City, Province Of Iloilo, Philippines
LLB
04.2001
University Overview
St Anthony's CollegeSan Jose, Province Of Antique, Philippines
Bachelor of Arts
04.2001
University Overview
Skills
Virtual Assistance & Admin Support
Strengths
Strengths
- Extensive experience in client support, virtual assistance, and CRM platforms
- Familiarity with key industry-standard tools: Salesforce, NetSuite Oracle, Odoo, GoHighLevel
- Strong communicator and adaptable across remote or in-office settings
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Languages
English
Bilingual or Proficient (C2)
Timeline
Virtual Assistant
Spectrum Window Cleaning
07.2024 - Current
Sales & Customer Service Representative
Kellim Marketing LLC / Towerstream & Metalink (ISPs)
08.2022 - 07.2024
Real Estate Virtual Assistant
Amazing Home Offers
05.2021 - 07.2022
Team Leader
I-Xue Inc. (ESL)
11.2018 - 04.2021
Quality Assurance Analyst/Coach
Ubiquity Global Services (Menulog Account)
06.2015 - 03.2018
Customer Support Specialist
Activ8me (via KMC Solutions)
03.2013 - 05.2015
Customer Service Representative
Ingram Micro Philippines (Avanquest)
10.2012 - 01.2013
Reservation Specialist
Intelenet Global (Hilton Reservations)
05.2011 - 06.2012
Client Service Consultant
Teletech
05.2008 - 06.2009
University Of San Agustin
LLB
04.2001
St Anthony's College
Bachelor of Arts
04.2001