Emely Mangubat
Virtual Assistant
LAPU-LAPU CITY
Summary
Results-driven support leader with strong problem-solving, communication, and team management skills. Experienced in fostering positive client relationships, resolving issues efficiently, and ensuring high customer satisfaction. Adaptable, organized, and committed to continuous improvement and team success.
Overview
13
13
years of professional experience
2
2
years of post-secondary education
Work History
Administrative Support Lead
Linked VA Services / SC3 Research Group, Inc.
Pasadena, CA
05.2023 - Current
- Team Management & Training: Oversee remote administrative assistants, provide training, and ensure efficient operations.
- Scheduling & Coordination: Manage calendars, schedule meetings, and arrange patient travel for clinic visits and imaging.
- Office Administration: Handle reports, presentations, filing, and supply management.
- Communication & Support: Ensure team collaboration, conduct evaluations, and address performance concerns.
- Performance Management: Set goals, evaluate team performance, and address issues as needed.
- Patient Visit Planning: Map out visits per protocol, schedule assessments, and coordinate with imaging facilities (DaT-SPECT, MRI, PET scan) and Quest Diagnostics for lab test.
- Leadership Collaboration: Attend management meetings and coordinate with doctors/raters for patient scheduling.
Customer Service Specialist
EBrands Remote Office
Helsinki, Finland
07.2022 - Current
- Manage inbox: Filter messages, remove spam, and forward emails to the appropriate departments.
- Handle customer inquiries: Request product issue details, offer refunds or replacements, and escalate issues to logistics or management when necessary.
- Track email interactions: Maintain records for accountability and reference.
- Meet performance metrics: Ensure response time, SLA, and customer satisfaction targets are achieved.
- Analyze feedback: Extract product reviews, report abuse for negative feedback, and share 5-star reviews with brand managers.
- Prepare CSR reports: Review customer feedback monthly to identify areas for product improvement or escalation.
- Collaborate with brand managers: Seek guidance to ensure accurate issue resolution.
- Share weekly newsletters: Provide updates on relevant topics such as Amazon policies and logistics.
- Attend onboarding meetings: Gather insights from brand owners to ensure a smooth transition in customer support
Administrative Assistant
Linked VA Services / SC3 Research Group, Inc.
01.2021 - 05.2023
- Patient Scheduling & Communication: Manage calendars, schedule patient appointments, send appointment reminders, and update patient records consistently.
- Safety & Compliance Monitoring: Log and track safety events (AE/SAE) with post-visit follow-ups, ensuring adherence to protocol and compliance standards.
- Medical Records & Documentation: Request and process medical records, HIPAA forms, lab results, and manage eFaxes while ensuring HIPAA documentation is maintained.
- Administrative & General Support: Handle incoming calls, voicemails, and messages; provide cross-department administrative support; maintain ASANA updates and assist with compliance reporting.
Appointment Setter /Real Estate Sales Associate
Virtually Foxy Business Support Service
01.2021 - 05.2021
- Contact leads to assess interest in selling their home.
- Use Batch Leads and Zillow to generate leads based on client requests.
- Import leads into Batch Leads and Mojo Auto Dialer for follow-ups.
Team Leader
Concentrix CVG Philippines
08.2015 - 10.2020
- Monitor team performance weekly and provide coaching on behavior vs. metrics.
- Conduct NPS huddles, provide statistical updates, and track team activities.
- Handle supervisory calls, intervened in extended calls, and manage NPS outreach.
- Manage timekeeping, review DSAT calls, and coach agents.
- Evaluate calls in Verint and submitt reports via S4X.
- Ensure compliance with all required sign-offs and deliverables.
Escalations Specialist / Subject Matter Expert
Convergys Philippines Corporation
01.2015 - 08.2015
- Handle supervisory calls and customer callbacks.
- Audit and track sales for accuracy.
- Review agent calls to identify repeat issues, troubleshoot problems, and improve first-call resolution.
Customer Account Executive
Convergys Philippines Corporation
06.2012 - 01.2015
- Manage inbound and outbound calls, addressing account queries, complaints, and technical issues.
- Provide billing explanations and promote tailored products/services.
- Build strong customer relationships while consistently meeting performance targets.
Education
Associate in Office System Administration -
Datamex Institute of Computer Technology
06.2010 - 03.2012
Skills
Service level agreement management
Team management
Escalation handling
Feedback management
Customer service
Administrative supportData ManagementInbox ManagementCalendar ManagementCustomer Service/Technical supportAppointment Setting
Timeline
Administrative Support Lead
Linked VA Services / SC3 Research Group, Inc.
05.2023 - Current
Customer Service Specialist
EBrands Remote Office
07.2022 - Current
Administrative Assistant
Linked VA Services / SC3 Research Group, Inc.
01.2021 - 05.2023
Appointment Setter /Real Estate Sales Associate
Virtually Foxy Business Support Service
01.2021 - 05.2021
Team Leader
Concentrix CVG Philippines
08.2015 - 10.2020
Escalations Specialist / Subject Matter Expert
Convergys Philippines Corporation
01.2015 - 08.2015
Customer Account Executive
Convergys Philippines Corporation
06.2012 - 01.2015
Associate in Office System Administration -
Datamex Institute of Computer Technology
06.2010 - 03.2012