John Ray Arellano
Customer Service Associate | Virtual Assistant (VA)
Davao City
Summary
Customer-focused professional with 6 years of experience in customer service, CRM management, and virtual assistant operations. Proven ability to support clients in fast-paced environments by handling inquiries efficiently, maintaining CRM accuracy, and coordinating administrative and team tasks to ensure high-quality service. Skilled in Zendesk, Slack, Excel, and CRM tools, with strong communication, problem-solving, and organizational skills.
Overview
7
7
years of professional experience
Work History
Transportation Operator Associate (Remote)
GoGoGrandparent
11.2025 - 05.2026
- Assisted 35–50 customers daily using GoGo Technologies tools.
- Supported onboarding, dispatch coordination, and issue resolution.
- Improved team communication through Slack and enhanced coordination via documentation and Excel tracking.
Email and Chat Support Representative
Flatworld Solutions
05.2023 - 04.2025
- Resolved 30–50 customer inquiries daily via email and chat.
- Used Zendesk, Hydra, Slack, and Outlook to manage tickets and support operations.
- Streamlined communication processes while maintaining high customer satisfaction.
Email & Administrative Support (Freelance)
Tuckernuck
01.2023 - 06.2023
- Handled an average of 35+ daily customer inquiries using Zendesk, ensuring timely and accurate resolutions.
- Managed email inboxes, documented cases, and tracked requests to improve response efficiency.
- Coordinated with internal teams via Slack to streamline communication and issue resolution.
- Created marketing and internal visuals using Canva and maintained schedules and records using Excel and Outlook.
Chat Support Representative
Iqor Philippines
10.2022 - 01.2023
- Provided real-time chat support using CRM and ticketing systems (CCA1, CCA2).
- Managed workflows, updated records, and ensured accurate case documentation.
- Delivered consistent, high-quality customer assistance to enhance user experience.
- Resolved customer inquiries efficiently through live chat support, enhancing user satisfaction and experience.
- Documented customer interactions accurately in CRM systems, ensuring detailed records for future reference.
- Collaborated with team members to develop effective responses for frequently asked questions and common issues.
- Trained new hires on best practices for chat support, fostering a consistent service approach among staff.
Customer Service Representative
Sutherland Global Services
05.2021 - 09.2022
- Handled 15–25 customer cases daily via chat and email.
- Used CSC, Amazon Connect, Zimbra, and Chime to support customer needs and internal processes.
- Maintained high accuracy in documentation while meeting productivity and quality targets.
Customer Service Representative / Subject Matter Expert (SME)
Concentrix Convergys
11.2019 - 04.2021
- Supported US and Canada accounts, ensuring adherence to workflows and performance standards.
- Assisted team members with escalations, daily processes, and quality compliance.
- Utilized CSC, Amazon Connect, Microsoft Excel, Word, and Chime to manage documentation and reporting.
- Managed 30–50 customer calls per day across voice, email, and chat while maintaining high customer satisfaction.
Education
Bachelor of Science - Biological Sciences
Mati Doctors College
Mati, Province Of Davao Oriental, Philippines 05.2001 -
Skills
- Virtual Assistance & Administrative Support
- Email & Chat Customer Support (Non-Voice)
- Zendesk Slack Outlook Sling Google Workspace Excel Canva Amazon Connect Chime
- Appointment Setting & Dispatch Coordination
- Data Entry, Reporting & Documentation
- Microsoft Excel, Outlook & Google Workspace
- Slack & Internal Team Communication
- Process Improvement & Workflow Optimization
- Strong Written & Verbal Communication
- Inbox & Calendar Management
Timeline
Transportation Operator Associate (Remote)
GoGoGrandparent
11.2025 - 05.2026
Email and Chat Support Representative
Flatworld Solutions
05.2023 - 04.2025
Email & Administrative Support (Freelance)
Tuckernuck
01.2023 - 06.2023
Chat Support Representative
Iqor Philippines
10.2022 - 01.2023
Customer Service Representative
Sutherland Global Services
05.2021 - 09.2022
Customer Service Representative / Subject Matter Expert (SME)
Concentrix Convergys
11.2019 - 04.2021
Bachelor of Science - Biological Sciences
Mati Doctors College
05.2001 -