Juanillo Quilang
Virtual Assistant/Customer Support
Work Preference
Summary
Virtual Assistant | Customer Experience supports chat and email service across a Shopify e-commerce environment, handling 25–50 customer messages per day, product questions, order updates, and customer concerns in Intercom. Reviews 101+ orders per week for accuracy and completeness while keeping responses clear and timely. Earned 26–50 customer experience ratings per month by combining fast communication with careful order support.
Work History
VIRTUAL ASSISTANT | CUSTOMER EXPERIENCE
Rushfaster
04.2022 - 03.2025
- Engaged customers through chat and email using Intercom, ensuring prompt responses that enhanced overall customer satisfaction.
- Provide clear, accurate, and insightful assistance on product details, order updates, and general inquiries, helping customers make informed decisions.
- Reviewed and processed incoming orders from Shopify, verifying accuracy and completeness to meet customer specifications.
- Streamlined order fulfillment by double-checking product availability, pricing, and shipping details, minimizing potential errors.
- Identify and troubleshoot potential order issues before they escalate, working closely with internal teams to resolve any challenges and maintain a smooth purchasing experience.
- Managed calendar and scheduling for senior executives, optimizing time allocation and meeting efficiency.
EMAIL OUTREACH | QUALITY ANALYST
OfficePartners 360
09.2018 - 08.2021
- Requested essential product information from suppliers via email, ensuring accuracy and compliance to enhance online visibility.
- Manage supplier inquiries and concerns efficiently, providing timely follow-ups to foster strong partnerships and seamless collaboration.
- Monitored communication standards, ensuring agent interactions with suppliers via calls and emails aligned with company policies and best practices.
- Evaluate agent performance and behavior, offering constructive coaching and guidance to elevate the supplier service experience.
- Analyzed team performance trends through monthly reports, identifying improvement opportunities to inform data-backed strategies.
CHAT SUPPORT REPRESENTATIVE
Accenture
09.2015 - 09.2018
- Provide real-time assistance to customers regarding PC diagnostics, troubleshooting, and repair recommendations, ensuring a seamless tech support experience.
- Addressed product-related inquiries, including specifications, compatibility, warranty details, and purchase guidance, enabling customers to make informed decisions.
- Address a wide range of product-related inquiries, including specifications, compatibility, warranty details, and purchase guidance, helping customers make informed decisions.
- Escalate complex issues to the appropriate support teams, ensuring that critical concerns receive timely and accurate resolutions.
- Maintained accurate chat records, documenting customer interactions and troubleshooting steps for future reference and service enhancements.
- Kept current with Best Buy’s latest products, services, and policies, ensuring customers received relevant and timely support.
Logistics Officer/Warehouse In-Charge
LMC
06.2010 - 06.2013
- Oversaw timely and organized flow of finished goods (oils and shortenings) from storage to dispatch, ensuring effective inventory management and distribution.
- Managed warehouse operations, implementing proper storage practices, inventory tracking, and stock issuance to maintain accuracy and prevent shortages or overstocking.
- Coordinated delivery schedules to ensure on-time dispatch of shipments while adhering to quality and safety standards.
- Collaborate with procurement and supply chain teams to forecast inventory needs, reduce delays, and enhance overall operational efficiency.
- Implement and enforce warehouse safety protocols, maintaining a clean, organized, and hazard-free working environment in compliance with company policies.
Skills
Chat & Email Support
Customer Service
Online Research
Shopify / E-commerce
Order management
Data entry
CRM management
Attention to detail
Verbal and written communication
Data confidentiality
Email management
Fast learner
Customer relations and communications
Confidentiality and data protection
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Languages
English
Advanced (C1)
Cebuano
Bilingual or Proficient (C2)
Tagalog
Bilingual or Proficient (C2)
Overview
3
3
Languages
15
15
years of professional experience
Interests
Driving
Playing Online Games
Writing
Watching movies and documentaries online
Reading
Surfing the internet
Researching
Parenting
Education
Graduate of Bachelor of Science - Economics
Xavier University
Cagayan de Oro City, PhilippinesAccomplishments
-Research & Data Entry-
- Researched and compiled accurate contact information for 312 real estate and financial companies, delivering a well-organized spreadsheet with company websites, key contacts, email addresses, and phone numbers.
- Improved data quality by identifying and filling missing company information through thorough online research, ensuring accuracy and completeness.
- Organized raw client data into a structured, easy-to-use spreadsheet, making it more accessible for outreach and business development.
- Completed large-scale company research and data entry efficiently while maintaining high attention to detail and data accuracy.
- Verified company websites and contact details to provide reliable, up-to-date information for the client's database.
- Delivered a comprehensive research database that saved the client significant time on manual data collection and verification.
Quote
~ Amat Victoria Curam ~
Timeline
VIRTUAL ASSISTANT | CUSTOMER EXPERIENCE
Rushfaster
04.2022 - 03.2025
EMAIL OUTREACH | QUALITY ANALYST
OfficePartners 360
09.2018 - 08.2021
CHAT SUPPORT REPRESENTATIVE
Accenture
09.2015 - 09.2018
Logistics Officer/Warehouse In-Charge
LMC
06.2010 - 06.2013
Graduate of Bachelor of Science - Economics
Xavier University