Zendesk
KATHLEEN MAE C. VERGARA
Virtual Assistant, Client Experience / Customer Success Specialist
San Carlos City
Summary
Professional with strong track record in virtual assistance, customer success and client success roles. Expertise in managing administrative tasks, client communications, and scheduling. Known for effective collaboration and adaptability, ensuring seamless support in dynamic environments.
Overview
8
8
years of professional experience
Work History
CLIENT EXPERIENCE SPECIALIST / CLIENT ONBOARDING SPECIALIST
Indinero
03.2025 - 08.2025
- Ensure all required documentation, agreements, and compliance checks are completed accurately and in a timely manner
- Responsible for client renewals, ensuring that customers are provided with and utilize renewal, upsell, and expansion opportunities
- Manages client information by preparing content and regularly updating CRM and project work items in Karbon and Hubspot.
- Serves as an escalation point for challenges that impact customer success and retention rates, and effectively escalates them further to the Director of Client Success.
- Coordinate internal teams (e.g., sales, legal, operations) to ensure smooth onboarding
- Provide training and walkthroughs of the company’s products, services, or platforms
- Collect feedback from clients and use it to enhance workflows and customer satisfaction
CUSTOMER SUCCESS SPECIALIST / TELESALES SPECIALIST
Halkin Business Partners
03.2023 - 03.2025
- Reached out to potential clients through cold calls and upsell products
- Contacted potential or existing customers to inform them about a product or service using scripts or thru free flow communication
- Handled grievances to preserve the company’s reputation
- Processed orders in an accurate manner
- Meet or exceed sales KPIs and quotas for calls, conversions, revenue, or product adoption
- Address client objections with empathy and strategic responses to close sales effectively
ACADEMIC ESL TUTOR, Part-time (Weekends)
Kyna
03.2024 - 11.2024
- Instructed English language skills to non-native speakers, including reading, writing, speaking and listening
- Encouraged and engaged students to speak in English
- Evaluated student performances base on the English classes they attended
EXECUTIVE ASSISTANT / BOOKKEEPER
The Career Coach, Dan Potts, CEO
04.2024 - 06.2024
- Managed professional and personal scheduling for CEO, including agendas, mail, email, phone calls, client management, and other company logistics
- Calendar Management
- Managed senior executives’ travel logistics and activities, including accommodations, transportation, and meals
- Monitored, analyzed the accounts department and processed salaries and commissions of employees
- Assisted in the creation of contracts on B2B
- Administered in processing payments and refund from B2C
- Coordinate logistics for meetings, board sessions, off-site events, and conferences
- Act as a liaison between executives and internal/external stakeholders
- Coordinate with departments such as HR, Finance, and IT to support executive needs.
CUSTOMER SERVICE EXECUTIVE / GENERAL VIRTUAL ASSISTANT
Youfoodz, Inc.
04.2019 - 02.2023
- Monitor engagement, respond to messages/comments, and escalate issues if needed
- Customer Service Management which includes answering complaints and queries
- Accounts Management
- Setting sales targets and creating a impactful sales strategy
- Email and SMS Marketing
ACADEMIC ESL TUTOR, Part-time
Course Hero
05.2021 - 12.2021
- Guided students with homework, projects, test preparation, papers, research and other academic tasks with the subjects like General accounting, Managerial Accounting, Human Resource Management, Entrepreneurship and Economics
ADMINISTRATIVE STAFF
DPWH Pangasinan 2nd DEO
01.2018 - 03.2019
- Organized documents and contracts to be signed by the District Engineer
- Calendar management & Appointment setting
- Adhere to government rules, administrative protocols, and regulatory requirements
- Assist in preparing financial documents such as purchase requests, liquidation reports, and disbursement vouchers
- Provide backup support for absent staff or during high-demand periods
JUNIOR DATA ANALYST / ACCOUNTING ASSISTANT
Depth Offshore, Inc.
04.2017 - 05.2018
- Email Management
- Customer Service Management
- Processed orders and transactions
- Lead Generation
- Data mining which includes Defence, FMCG Companies, and Events across Australia
- Basic Bookkeeping; SAP and Xero
- Content Writing
Education
MBA - Master in Business Administration
University of Luzon
03.2020
BS - Business Administration, Major in Financial Management
University of Luzon
10.2016
Skills
Complaint Resolution
Time Management
Patience and composure
Marketing
Order fulfillment
Relationship Management
Project Management
Customer Service
Communication Skills
Adaptability
Organization
Data Analysis
Software
Shopify
JIRA
HubSpot
Karbon
Google Suite
Microsoft Suite
Slack
TeamTailor
Canva
SalesMsg
Timeline
CLIENT EXPERIENCE SPECIALIST / CLIENT ONBOARDING SPECIALIST
Indinero
03.2025 - 08.2025
EXECUTIVE ASSISTANT / BOOKKEEPER
The Career Coach, Dan Potts, CEO
04.2024 - 06.2024
ACADEMIC ESL TUTOR, Part-time (Weekends)
Kyna
03.2024 - 11.2024
CUSTOMER SUCCESS SPECIALIST / TELESALES SPECIALIST
Halkin Business Partners
03.2023 - 03.2025
ACADEMIC ESL TUTOR, Part-time
Course Hero
05.2021 - 12.2021
CUSTOMER SERVICE EXECUTIVE / GENERAL VIRTUAL ASSISTANT
Youfoodz, Inc.
04.2019 - 02.2023
ADMINISTRATIVE STAFF
DPWH Pangasinan 2nd DEO
01.2018 - 03.2019
JUNIOR DATA ANALYST / ACCOUNTING ASSISTANT
Depth Offshore, Inc.
04.2017 - 05.2018
BS - Business Administration, Major in Financial Management
University of Luzon
MBA - Master in Business Administration
University of Luzon