BEATRIZ R. GONZALES
Baguio City
Summary
Reliable and detail-oriented Virtual Assistant and Customer Support professional with 8+ years of experience supporting customers, managing online inquiries, monitoring orders, handling account concerns, and assisting with business operations. Experienced in email, chat, and phone support, CRM systems, Shopify, Gorgias, and SOBOT, order tracking, customer account management, fraud monitoring, data review, and follow-up. Strong background in handling multiple tasks simultaneously while maintaining accuracy, professionalism, and attention to detail. Known for being dependable, organized, solution-oriented, and comfortable working in fast-paced environments. Also experienced in training new team members, coordinating with suppliers, monitoring inventory, processing invoices, and maintaining accurate records. Seeking a long-term remote opportunity as a Virtual Assistant, Customer Support VA, E-commerce VA, or Administrative VA where I can contribute my customer service and operations experience to help clients run their businesses efficiently.
Overview
11
11
years of professional experience
Work History
CUSTOMER SERVICE EXECUTIVE
Limitless Technology
Makati City, Metro Manila
12.2023 - Current
- Manage customer inquiries and support requests through email, chat, and phone.
- Managed customer inquiries through Gorgias and SOBOT, assisted with order tracking, and handled support requests to enhance customer satisfaction.
- Resolve customer concerns professionally and efficiently to support a positive customer experience.
- Maintained accurate customer records and interaction history in CRM systems to support streamlined communication and service.
- Followed up with customers on open concerns, ensuring timely and appropriate resolutions to improve overall customer experience.
- Monitor customer orders and transactions through Shopify, including reviewing activity for potentially fraudulent transactions.
- Maintain accurate customer records and interaction history using CRM systems.
- Train and mentor new team members on company policies, procedures, systems, and customer service best practices.
CUSTOMER CARE REPRESENTATIVE
Bill Gosling Outsourcing
Taguig City
06.2023 - 11.2023
- Assisted customers with complex website, account, policy, and loan application concerns.
- Resolved complex customer inquiries related to website, account, policy, and loan applications.
- Handled inbound and outbound calls and email communications.
- Conducted follow-ups with customers to address account concerns and ensure resolution of unresolved issues.
- Supported the Extended Fraud Alert project by conducting outbound calls to customers.
FRAUD SPECIALIST / CUSTOMER SERVICE ASSOCIATE
Sutherland Global Services
BGC, Taguig City
08.2021 - 05.2023
- Resolved website, account, and policy-related concerns for customers, enhancing their experience.
- Applied analytical thinking and attention to detail when reviewing information related to potential fraud.
- Provided accurate and efficient resolutions to customer inquiries and account issues.
- Followed up with customers on ongoing or unresolved concerns to ensure satisfaction and clarity.
- Conducted follow-ups with customers regarding ongoing or unresolved concerns.
- Communicated professionally and focused on solutions during customer interactions, fostering trust and loyalty.
RESTAURANT SUPERVISOR & PURCHASING OFFICER
Buns & Bros Handcrafted Burgers
Makati City
09.2019 - 02.2021
- Coordinated daily restaurant operations to ensure seamless service and support administrative activities.
- Managed staff schedules and workforce allocation to maintain efficient operations.
- Monitored inventory levels and coordinated with suppliers to maintain optimal stock levels.
- Researched and negotiated with suppliers to fulfill purchasing requirements effectively.
- Researched, communicated with, and negotiated with suppliers regarding purchasing requirements.
- Verified order accuracy against purchase orders before processing.
- Processed accounts payable and reconciled invoices.
- Prepared and forwarded documentation required for payment processing.
DINING STAFF
Buns & Bros Handcrafted Burgers
Makati City
03.2019 - 09.2019
- Processed customer orders efficiently, inquiries, recommendations, and payments.
- Handled customer orders, inquiries, recommendations, and payments.
- Executed accurate transactions and facilitated seamless daily operations.
- Maintained organized customer-facing areas.
- Kept customer areas organized and welcoming.
DINING STAFF
Green Bar Cafe
Makati City
10.2017 - 02.2018
- Processed customer orders efficiently, payments, and service requests.
- Recommended menu items based on customer preferences to improve satisfaction.
- Ensured cleanliness of dining areas and organized dining areas.
- Maintained clean and organized dining areas.
DINING STAFF
Hai Chix & Steaks Salcedo
Makati City
01.2016 - 07.2017
- Managed customer orders, payments, and service requests to ensure timely service.
- Offered tailored menu recommendations and personalized assistance to enhance dining experience.
- Handled customer orders, payments, and service requests.
- Delivered attentive service prioritizing customer satisfaction and loyalty.
Education
Bachelor of Science - Hospitality Management
Arellano University
01-2017
Skills
- CUSTOMER SUPPORT
- Remote Customer Support
- Email Support
- Chat Support
- Inbound & Outbound Calls
- Customer Communication
- Customer Account Support
- Complaint resolution
- Client outreach
- Order TraTeam Collaborationgement
- Transaction support
- Order Monitoring
- Transaction Monitoring
- Customer Account Review
- Information Management
- Data management
- Email Management
- Document Organization
- Office management
- Task prioritization
- Gorgias
- SOBOT
- Shopify
- Inventory Monitoring
- Supplier coordination
- Invoice management
- Professional Written Communication
- Active Listening
- Attention to Detail
- Problem Solving
- Analytical Thinking
- Organization
- Time Management
- Adaptability
- Organization
- Time Management
- Adaptability
- Team Collaboration
PROFESSIONAL TRAINING
- Food & Beverage Service Fernandina 88 Suites Hotel | April – May 2016 | 350 Hours
- Housekeeping, Front Desk & Food & Beverage Oceanlink Institute, Inc. (2Go Group, Inc.) | September 2012 | 100 Hours
- Housekeeping ISCC Laboratory | June – October 2013 | 100 Hours
- Gaming Industry: Evolution, Practices and Trends Arellano University / PAGCOR Training Center | September – October 2015 | 300 Hours
TOOLS & TECHNOLOGY
- E-commerce: Shopify
- Customer Support: Gorgias, SOBOT
- CRM: CRM systems and customer interaction tracking
- Productivity: Microsoft Office applications
Timeline
CUSTOMER SERVICE EXECUTIVE
Limitless Technology
12.2023 - Current
CUSTOMER CARE REPRESENTATIVE
Bill Gosling Outsourcing
06.2023 - 11.2023
FRAUD SPECIALIST / CUSTOMER SERVICE ASSOCIATE
Sutherland Global Services
08.2021 - 05.2023
RESTAURANT SUPERVISOR & PURCHASING OFFICER
Buns & Bros Handcrafted Burgers
09.2019 - 02.2021
DINING STAFF
Buns & Bros Handcrafted Burgers
03.2019 - 09.2019
DINING STAFF
Green Bar Cafe
10.2017 - 02.2018
DINING STAFF
Hai Chix & Steaks Salcedo
01.2016 - 07.2017
Bachelor of Science - Hospitality Management
Arellano University