Mary Juliette Lucernas
Virtual Assistant & Quality Assurance Specialist
Cainta
Summary
Highly efficient Virtual Assistant with 3+ years of experience in BPO industry and project coordination and appointment setting. Expert in multitasking, I have a proven track record of handling 200+ emails and 100+ calls daily while simultaneously managing three live customer chats. I leverage proficiency in Salesforce and Zendesk to maintain high-speed accuracy and deliver seamless support in high-pressure, fast-paced environments.
Overview
7
7
years of professional experience
Work History
Content Moderator
Transcom Inc. (Pinterest Campaign)
04.2025 - 12.2025
- Audits user-generated content against safety policies using Zendesk and Slack.
- Maintained a 99% accuracy rate in policy application, ensuring a safe online environment.
Quality Assurance Analyst
UPS Campaign (Transcom Inc.)
08.2024 - 04.2025
- Led Biweekly Calibration sessions directly with US and UK-based clients to synchronize quality standards.
- Conducted daily performance audits and facilitated team discussions to maintain 100% compliance with clients.
- Certified new hires and generated data-driven performance reports for management.
- Consolidated comprehensive monthly performance analytics to track operational growth.
Multichannel Customer Service Representative
UPS Campaign (Transcom Inc.)
10.2022 - 09.2024
- Provided high-tier support via Voice, Chat, and Email, mastering the Salesforce ecosystem to resolve complex logistics escalations.
Virtual Assistant
Equisolar Company
02.2022 - 09.2022
- End-to-End Appointment Setting: Managed high-volume outbound calls to US customers to schedule on-site city inspections with 0% scheduling conflict.
- Direct Client Coordination: Acted as the primary liaison between the solar company and its customers, providing real-time project status and milestone updates.
- Stakeholder Outreach: Conducted outbound calls to City Halls and government offices to verify permit statuses and expedite project timelines.
- Real-Time CRM Management: Maintained 100% data integrity by documenting all call logs, customer feedback, and project updates in the CRM daily.
- Workflow Optimization: Coordinated with field solar coordinators to ensure they were updated on customer availability and site-specific requirements.
Administrative Assistant
Merchant Express Inc.
09.2021 - 01.2022
- Executive Scheduling: Managed complex calendars for high-stakes business meetings and large-scale corporate events, ensuring zero scheduling overlaps across multiple time zones.
- Payroll Administration: Processed bi-weekly payroll for staff, ensuring accurate calculation of hours, deductions, and timely disbursements.
- Government Compliance: Managed the end-to-end renewal and processing of business permits and legal documentations with local government units.
- Financial Operations: Handled employee reimbursement requests, including verification of receipts, check preparation, and ledger updating.
- Back-Office Management: Provided comprehensive administrative support, including office supply procurement, document archiving, and internal memo drafting.
Assistant Pharmacist
Tina’s Pharmacy
01.2020 - 08.2021
- Clinical Accuracy: Assisted the Pharmacist in the accurate dispensing of prescription and over-the-counter medications, ensuring 100% adherence to dosage instructions.
- Patient Counseling: Provided clear and empathetic communication to patients regarding medication usage, potential side effects, and storage requirements.
- Inventory Management: Monitored and maintained medical stock levels, tracking expiration dates and processing orders to ensure essential medications were always available.
- Data Privacy & Confidentiality: Strictly maintained patient records and sensitive health information, ensuring all transactions complied with pharmacy safety standards and confidentiality protocols.
- Operational Support: Managed the point-of-sale system, handled insurance-related inquiries, and maintained a highly organized and sterile pharmacy environment.
Intern / On The Job Training
Unioil Petroleum Inc.
01.2019 - 03.2019
- As a member of the Marketing/Sales Department, I was responsible for managing the Unioil Suki Card program, including its marketplace. My key responsibilities included creating memos for new announcements, handling reimbursement processes, and designing and printing the Unioil Suki Cards from scratch.
Education
Bachelor of Science - Business Administration Major in Marketing Management
University of Rizal System
01.2020
Skills
Calendar Management Email Triage (Inbox Zero) CRM Management (Salesforce) Google Workspace Slack Notion Canva ChatGPT/AI Automation Data Entry
Timeline
Content Moderator
Transcom Inc. (Pinterest Campaign)
04.2025 - 12.2025
Quality Assurance Analyst
UPS Campaign (Transcom Inc.)
08.2024 - 04.2025
Multichannel Customer Service Representative
UPS Campaign (Transcom Inc.)
10.2022 - 09.2024
Virtual Assistant
Equisolar Company
02.2022 - 09.2022
Administrative Assistant
Merchant Express Inc.
09.2021 - 01.2022
Assistant Pharmacist
Tina’s Pharmacy
01.2020 - 08.2021
Intern / On The Job Training
Unioil Petroleum Inc.
01.2019 - 03.2019
Bachelor of Science - Business Administration Major in Marketing Management
University of Rizal System
References
- Danielle, Ingeniero, Quality Analyst, +63 917 372 7122, Transcom
- Adrian, Cortico, Team Leader, (0912) 349 1200, Equisolar
Achievements & Awards
- Events and Management Services - NC III
- Top Agent of the Month (2 Consecutive Months) – Transcom Inc.
- 99% Quality Assurance Accuracy – Consistent top performer in policy application and client calibration
Tech Proficiencies
Productivity & Admin: Google Workspace (Docs, Sheets, Slides, Drive, Calendar), Microsoft 365, Notion
Communication: Slack, Zoom, Google Meet, Loom
CRM & Marketing: Salesforce
AI & Automation: ChatGPT, Grammarly, Gemini AI, Google Apps Script
Design & Content: Canva, CapCut, Adobe Express