Hi, I’m
Kate Lyne Docallas
Virtual Assistant
La Trinidad,BEN
Summary
Detail-oriented Remote Operations Professional experienced in supporting technical systems and documenting workflows to improve internal processes. Achieved impactful solutions through strategic thinking and hands-on experience, enhancing organizational performance. Focused on driving automation and systems optimization while guiding teams to align efforts with strategic objectives.
Overview
1
Language
8
years of professional experience
Work History
Turnkey ISP
Customer Support Specialist
09.2024 - 12.2025
Job overview
- Managed customer requests through structured systems, ensuring accurate CRM records and efficient workflows.
- Reviewed customer accounts and data for precision, uniformity, and compliance with service requirements.
- Documented recurring issues and contributed process notes to support operational improvements.
- Created internal job aids to enhance team efficiency and streamline handling time.
- Applications used: Microsoft Office Suite, Slack, Unity CRM, Webex, Hubstaff, VPN Software
Accenture
IT Service Desk Analyst
12.2022 - 01.2024
Job overview
- Diagnosed and resolved technical issues through ticketing system, ensuring documentation accuracy and timely solutions.
- Maintained structured records of issues and actions taken to ensure operational consistency and enhance reporting.
- Identified recurring issue patterns and provided insights to improve processes and minimize repeat incidents.
- Maintained structured records of issues, actions taken, and outcomes to support operational consistency and reporting.
- Supported knowledge-base updates and internal documentation to standardize workflows.
- Applications used: Microsoft Office Suite, Slack, ServiceNow, Microsoft Office 365, TeamViewer, LogMeIn, Azure Connect, VPN software
Freelance
Personal Assistant to the Owner
06.2021 - 12.2022
Job overview
- Managed scheduling and calendar for owner, optimizing daily operations.
- Reduced administrative workload for the owner through proficient handling of routine tasks, allowing them to focus on higher-level responsibilities.
- Provided multifaceted services to career professionals by running errands, managing mail, scheduling appointments, and arranging transportation.
- Assisted in project management, tracking progress and deadlines on various initiatives.
- Conducted research to support decision-making processes for business development opportunities.
- Streamlined communication between departments, enhancing collaboration and information flow.
OurHive Corp.
Senior Area Manager
06.2019 - 04.2021
Job overview
- Oversaw multi-location operations, ensuring adherence to documented procedures and effective daily workflows.
- Tracked operational metrics including sales, inventory, and staff performance to inform strategic planning and decision-making.
- Identified operational bottlenecks and recommended process improvements to leadership.
- Coordinated cross-functional teams to uphold compliance and streamline operational efficiency.
51talk
ESL Teacher
06.2018 - 09.2018
Job overview
- Created engaging learning environments for diverse age groups, fostering motivation and participation.
- Instructed students in English, enhancing comprehension and achieving lesson objectives.
- Reinforced and reviewed previous lessons to improve knowledge retention and deepen understanding.
- Applications used: Skype, Company Platform, Gmail
Education
University of BaguioBaguio City
Bachelor of Science from Hotel, Resort And Restaurant Management
04.2001
Skills
CRM systems
ServiceNow (ticketing & issue tracking)
Technical Support Tools
Data Reporting
Issue trend analysis
Performance and workload monitoring
Process improvement
Operational management
Spreadsheet tracking
Cross-functional collaboration
Real-time Collaboration
Microsoft 365 & Google Workspace
Slack, Zoom, Webex
Remote support tools (TeamViewer, VPNs)
Accomplishments
- Built and maintained internal documentation to standardize support and operational workflows
- Tracked workload and issue patterns using spreadsheets to inform process improvements
- Supported tool adoption and remote collaboration across distributed teams
OPERATIONS & SYSTEMS CONTRIBUTIONS
Timeline
Customer Support Specialist
Turnkey ISP
09.2024 - 12.2025
IT Service Desk Analyst
Accenture
12.2022 - 01.2024
Personal Assistant to the Owner
Freelance
06.2021 - 12.2022
Senior Area Manager
OurHive Corp.
06.2019 - 04.2021
ESL Teacher
51talk
06.2018 - 09.2018
University of Baguio
Bachelor of Science from Hotel, Resort And Restaurant Management
04.2001