Mico Boy Refugio
Virtual Assistant (Executive/General)
Caloocan City,Metro Manila
Summary
Organized and dependable professional with strong administrative, communication, and problem-solving skills. Committed to providing efficient support, managing multiple tasks, and ensuring high-quality results.
Overview
5
5
years of professional experience
4
4
years of post-secondary education
Work History
Content Moderator
TaskUs
07.2025 - 07.2026
- Ensured a consistent application of moderation standards across all categories, reducing discrepancies in enforcement actions taken against violators.
- Enhanced user experience by diligently monitoring and removing inappropriate content from the platform.
- Maintained a high level of accuracy in identifying and flagging prohibited materials, resulting in improved site quality.
Team Leader
IntouchCX
02.2024 - 03.2025
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
Quality Analyst
IntouchCX
10.2023 - 01.2024
- Conducted thorough root cause analyses on recurring defects, resulting in the implementation of effective corrective actions.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Ensured compliance with regulatory requirements by meticulously reviewing documentation and maintaining accurate records.
E-Bill Specialist
IntouchCX
06.2022 - 10.2023
- Focused on back-end processing to ensure that bills are being paid in a timely manner.
- Worked as an Account Manager for multiple property owners to communicate with third-party vendors regarding properties' utility services.
- Handled outbound calls, chats, and emails to properly address utility services concerns.
Fraud Analyst
Concentrix
07.2021 - 12.2021
- Tracked fraud cases and monitored trends to develop strategies for prevention.
- Increased accuracy in identifying fraudulent transactions by utilizing advanced data analytics techniques and software tools.
- Conducted thorough investigations on suspicious cases, ensuring timely resolution and minimizing financial impact.
Education
Bachelor of Arts - English Language Studies
Polytechnic University of The Philippines
Manila, Metro Manila, Philippines 10.2022 - Current
Skills
Administrative Support
Calendar & Email Management
File Organization
Google Workspace
AI productivity tools
Business Correspondence
Verbal Communication
Client Support
Time Management
Task Prioritization
Timeline
Content Moderator
TaskUs
07.2025 - 07.2026
Team Leader
IntouchCX
02.2024 - 03.2025
Quality Analyst
IntouchCX
10.2023 - 01.2024
Bachelor of Arts - English Language Studies
Polytechnic University of The Philippines
10.2022 - Current
E-Bill Specialist
IntouchCX
06.2022 - 10.2023
Fraud Analyst
Concentrix
07.2021 - 12.2021