MARY JANE MALERO
Negros Oriental,NER
Summary
I help businesses stay organized and run smoothly by providing reliable virtual admin support, accurate data entry, and responsive customer service. With experience as a trainer and project lead for training and quality, I understand processes, KPIs, and how to support teams while maintaining high service standards.
Overview
13
13
years of professional experience
Work History
Training & Quality Project Lead
Straive
01.2019 - Current
- Facilitated stakeholder meetings to align project objectives and gather feedback for continuous improvement.
- Implemented risk management processes to identify potential challenges and mitigate impacts on project timelines.
- Streamlined communication channels among team members to ensure efficient information flow throughout projects.
- Prepared reports, summaries, and documentation for management.
- Managed training records, trackers, and quality data
• Ensured accuracy and consistency of records and materials.
Customer Service Team Lead
Straive
01.2017 - 01.2019
- Monitored team performance metrics to ensure service excellence and accountability.
- Resolved complex customer inquiries, fostering positive relationships and trust.
- Facilitated regular team meetings to promote collaboration and share best practices.
- Implemented process improvements to streamline operations and reduce response times.
- Handled administrative tasks including reporting and documentation.
• Managed team schedules, performance tracking, and follow-ups.
Customer Service Representative
Straive
01.2013 - 01.2019
- Utilized CRM software to track customer interactions and manage follow-up tasks effectively.
- Provided email and chat support to customers.
- Maintained accurate records and customer information.
- Met productivity and quality standards consistently.
Education
Bachelor of Science - Hospitality Management
Negros Oriental State University
Skills
- Virtual Assistance & Admin Support
- Email & Chat Support
- Data Entry & Documentation
- Calendar & Task Management
- Customer Escalation Handling
- Team Leadership & Coaching
- Training & Quality Assurance
- Reporting, KPIs & Process Improvement
- Project management
- Multi-tasking skills
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Supervised team of 16 staff members.
Role-Based Highlights (Upwork-Focused)
- Virtual Assistant / Admin Support
- Managed emails, reports, and documentation with high accuracy.
- Handled data entry, file organization, and internal communications.
- Supported managers with task tracking, follow-ups, and reporting.
- Customer Service Representative
- Delivered excellent voice and non-voice customer support.
- Met service-level agreements while maintaining customer satisfaction.
- Resolved inquiries efficiently and documented interactions accurately.
- Customer Service Team Lead
- Handled customer escalations beyond frontline authority.
- Coached and mentored team members to improve performance.
- Monitored daily metrics and prepared performance reports.
- Trainer & Quality Specialist
- Designed and implemented training and learning programs.
- Conducted calibration and quality reviews to ensure consistency.
- Provided actionable insights to improve agent performance.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Training & Quality Project Lead
Straive
01.2019 - Current
Customer Service Team Lead
Straive
01.2017 - 01.2019
Customer Service Representative
Straive
01.2013 - 01.2019
Bachelor of Science - Hospitality Management
Negros Oriental State University