Summary
Overview
Work History
Education
Skills
Websites
Languages
Timeline
AssistantManager
Ivy Mendoza

Ivy Mendoza

Virtual Assistant / Enrollment Support Specialist
Bacolod City,Negros Occidental

Summary

I'm thrilled to introduce myself as a dedicated virtual assistant, customer service specialist, and support specialist with a passion for connecting with people from around the world. I currently work as a freelance virtual assistant, social media manager, and account moderator, where I've had the opportunity to draw on my extensive experience in these fields.

I thrive in environments where collaboration and teamwork are key, and I’m just as comfortable taking initiative and working independently. My years in customer service have sharpened my communication and problem-solving skills, allowing me to approach challenges with empathy and efficiency.

I'm well-versed in a variety of tools and platforms, including GHL, Zendesk, Canva, and several BPO, KPO, and AI tools. This proficiency allows me to adapt quickly to dynamic work environments and consistently deliver high-quality results.

I'm always excited to connect with like-minded professionals who value exceptional customer service and teamwork. If that sounds like you, I’d love to explore opportunities to collaborate and make a positive impact together.

Looking forward to connecting!

Overview

16
16
years of professional experience

Work History

Enrollment Support Specialist/ Virtual Assistant

Good Vibe Squad Marketing
Remote
8 2022 - Current
  • Enrollment Support Specialist Job Description
  • The Enrollment Support Specialist will help manage client emails, calendar coordination and follow-up to keep things running smoothly. The position includes contract preparation, negotiation and processing while satisfying the needs of the client for all documentation to be in compliance with company standards. Sales team support and client satisfaction require high-touch organization and detail-oriented personalities.
  • Key Responsibilities:
  • Respond to emails in an efficient and professional manner.
  • Coordinate and schedule meetings, appointments, and events.
  • Check, review and address client follow-ups correctly
  • Preparation, analysis and finalization of business contracts.
  • • Help with the onboarding of clients and support during the enrollment process.
  • Keep a detailed record of all communications and contracts.
  • Complete job profile and responsibilities:
  • 2+ years experience in sales support, customer service, or administrative roles
  • Email and calendar tools like Google Workspaceand Outlook
  • Excellent communication and organization.
  • Knowledge of contract language and CRM systems.
  • Proactive, self-motivated and skilled in managing multiple tasks efficiently.

Delivery Support / Customer Service Specialist

Scale Experts Inc.
Remote
08.2021 - 05.2022
  • A Delivery Support Specialist for Grubhub's on-campus robot delivery service plays a vital role in ensuring a smooth and satisfying experience for both customers and delivery drivers. In this role, delivery support assists customers with inquiries about their orders, providing real-time updates, and resolving any issues that arise during the delivery process. The representative also supports delivery drivers, addressing any concerns or challenges faced while navigating the campus environment. The ideal candidate is empathetic, quick-thinking, and an excellent communicator, dedicated to making sure every delivery goes off without a hitch and that all customers and drivers feel supported throughout the process.

Appointment Setter

VortexBPO
Dumaguete City
01.2021 - 07.2021
  • An appointment setter reaches out to approximately 40–60 prospects on behalf of their employer in order to book appointments for sales reps or service providers. The process includes phone calls out to potential incoming and outgoing leads to qualify for a recommendation to speak to enrollment specialists. With cold calling experience being helpful in communicating the value of products and services most effectively as it is a product/service solutions sales-oriented model in some cases along with medical insurance package purchase variations all `to fit consumers' unique needs. One must be persuasive, organized, & have great communication skills to ensure appointments are scheduled in the most efficient manner and that the sales team can capitalize on as many opportunities as possible.

Operations Manager

Smiles On Demand Outsourcing
Dumaguete City
10.2020 - 02.2021

An operations manager plays a crucial role in overseeing site production, making sure everything runs smoothly and efficiently. This position requires balancing company policies with employee benefits, managing productive hours, and ensuring that all deliverables meet the company's standards and business goals. The ideal candidate is a strong leader with a talent for strategic planning and resource management, committed to achieving both production targets and employee satisfaction.

Inbound Customer Service Representative

TracFone Wireless, Inc.
Bacolod City
08.2016 - 03.2017

An **Inbound Customer Service Representative** is the friendly and helpful voice on the other end of the line when customers reach out with questions or issues. The responsibility of a customer service representative is to handle incoming calls, emails, or chats, assist customers with their inquiries, resolve concerns, and provide information about products or services. The ideal candidate is a great listener, communicates clearly, and is dedicated to creating positive experiences for every customer they interact with.

  • Answered over 200 calls per shift to meet fast-paced call center demands.
  • Improved first-call resolution rates by efficiently managing customer issues and complaints.
  • Achieved personal performance goals consistently throughout tenure as an Inbound Customer Service Representative.
  • Increased efficiency of call handling by utilizing available resources such as scripts, FAQs, or knowledge base articles when assisting customers.
  • Identified areas for process improvement and provided suggestions to management that led to more effective communication within the department.
  • Demonstrated flexibility by adapting swiftly to changes in product offerings or company procedures, minimizing disruption to the customer experience.
  • Developed strong rapport with customers, fostering long-term relationships that resulted in repeat business.
  • Promoted company loyalty programs by effectively communicating benefits to customers, resulting in increased program enrollments.
  • Managed timely and effective replacement of damaged or missing products.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Promptly responded to inquiries and requests from prospective customers.
  • Increased efficiency and team productivity by promoting operational best practices.
  • Responded proactively and positively to rapid change.

Technical Support Specialist

Timewarner Cable Inc
Bacolod City
02.2012 - 03.2013
  • The **Activations and Repair Technical Support Specialist** is the key point of contact for customers needing assistance with activating services or troubleshooting technical issues. This role involves providing expert guidance via phone, chat, or email, ensuring customers are properly set up and that any repair concerns are promptly addressed. In addition to technical support, the specialist also handles sales inquiries and billing questions, helping customers select the right products and services while resolving any account-related issues. This position is ideal for someone who excels at problem-solving and is committed to ensuring customer satisfaction.
  • Resolved 30 technical support inquiries per day.
  • Resolved [Number] technical support inquiries per day.

Technical Support Specialist

Comcast
Bacolod City
07.2009 - 11.2011

A **Technical Support Specialist** serves as the approachable and knowledgeable expert who assists customers with their technical needs. In this role, they engage with users through phone, email, or chat to troubleshoot issues, guide software installations, and resolve hardware problems. They expertly diagnose technical challenges. By providing clear, step-by-step solutions, they ensure each customer feels supported and satisfied. Beyond solving problems, the technical support specialist builds positive relationships, fostering trust and reliability. The ideal candidate is patient, an excellent communicator, and passionate about technology, always aiming to enhance the customer experience and contribute to the company’s success.

Billing Specialist

Telstra
Bacolod City
11.2008 - 07.2009

A **Customer Service Specialist** for Billing and Repair at a telephone and cable company is the friendly and knowledgeable resource customers turn to for help. In this role, they assist customers with billing inquiries, helping to clarify charges and resolve any account issues. They also provide support for repair requests, guiding customers through troubleshooting steps or scheduling service appointments to ensure their services are running smoothly. The ideal candidate is patient, empathetic, and skilled at communication, making sure each customer feels heard and their concerns are addressed. This specialist is dedicated to delivering exceptional service, turning challenges into positive experiences for customers.

Education

Some College (No Degree) - Bachelor of Science in Computer Engineering

University of St. La Salle Bacolod
Bacolod City, Philippines

Some College (No Degree) - Bachelor in Fine Arts Major in Advertising

La Consolacion College Bacolod
Bacolod City, Philippines

Skills

Word Processing

Languages

English
Advanced (C1)

Timeline

Delivery Support / Customer Service Specialist

Scale Experts Inc.
08.2021 - 05.2022

Appointment Setter

VortexBPO
01.2021 - 07.2021

Operations Manager

Smiles On Demand Outsourcing
10.2020 - 02.2021

Inbound Customer Service Representative

TracFone Wireless, Inc.
08.2016 - 03.2017

Technical Support Specialist

Timewarner Cable Inc
02.2012 - 03.2013

Technical Support Specialist

Comcast
07.2009 - 11.2011

Billing Specialist

Telstra
11.2008 - 07.2009

Enrollment Support Specialist/ Virtual Assistant

Good Vibe Squad Marketing
8 2022 - Current

Some College (No Degree) - Bachelor of Science in Computer Engineering

University of St. La Salle Bacolod

Some College (No Degree) - Bachelor in Fine Arts Major in Advertising

La Consolacion College Bacolod
Ivy MendozaVirtual Assistant / Enrollment Support Specialist