Nerissa Donovan
Virtual Assistant
Cebu
Summary
17 Years of work experience – mostly from the Virtual Assistant (VA) and Business Process Outsourcing (BPO) industries, as well as in the social media and writing fields. Results-oriented in every role taken being a fast learner, with keen attention to detail, exceeding targets, and excelling in performance.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Onboarding Specialist
EJF Real Estate
Cebu
2024.02 - Current
- Managed multiple onboarding projects to ensure timely completion during management transition of properties
- Coordinated with other departments for smooth transition of properties
- Identified areas for onboarding flow enhancement and partnered with leadership to enhance organizational performance
Assistant Property Manager
EJF Real Estate
Cebu
2023.05 - 2024.02
- Oversaw daily operations, maintenance, and administration of properties
- Addressed resident complaints, concerns, and service requirements by promptly delivering remedial action
- Provided support to the property manager by handling filing, invoice approval, correspondence, phone calls, and meeting scheduling
- Vendor market research to negotiate contracts for cost-effective services
Offshore Connection Representative
Dutchie
Cebu
2020.02 - 2023.04
- Provides quality assurance for their ecommerce site via 2-way verification during product review for U.S. & Canada dispensaries
- Lists product details for Content Team catalogue
Reports Analyst/Executive Assistant
Go2, LLC
Cebu
2020.05 - 2022.12
- Managed various reports on managers' compliance for team success
- Calendar management for VA advocate calls
- Research projects, video edits, & call audits
Social Media Manager
Self-Employed
Cebu
2019.02 - 2020.01
- Facebook Business ads manager, content creator & chat messaging moderator (Child Nutrition PH Page)
Team Lead/Floor Support/Technical Support
Convergys
Cebu
2011.03 - 2019.02
- Oversaw service and support teams to drive top-notch voice customer service and technical assistance to Spectrum internet subscribers
- Handled supervisory calls & escalations, executed call audits, and assessed KPIs to meet targets
- Provided comprehensive guidance and support to TWC new hires throughout their transition period
- Delivered voice customer service & technical support to TWC internet subscribers while promoting solution-selling offers for home networking
Content Writer
Sports Memorabilia
Cagayan De Oro
2009.01 - 2009.07
- Delivered insightful and informative blurbs based on thorough research of assigned athletes
Team Captain/Senior Product Support Specialist
Synnex-Concentrix
Cagayan De Oro
2005.12 - 2011.01
- Supervised voice customer service and technical support teams for Linksys products
- Specialized in handling support for Skills 1-5 Linksys products
- Provided assistance to Level 1-2 technical groups on previous cases
Education
Bachelor of Science - Biology
Xavier University-Ateneo De Cagayan
CDO2005-05
Skills
- Critical thinking, problem solving, researching, and multi-tasking
- Technical, customer service, escalation, and sales support
- Leadership, coaching, and development
- Organized, detail-oriented, adaptable, proactive, and creative with strong work ethic
- Proficient in spoken and written English
- Works autonomously and a great team player
- Works with Microsoft 365, Monday, Vantaca, Google Workspace, Zoom, Slack, Lastpass, Aircall, Canva, & Skype
- Others: XSplit Video Editor, TeamViewer, AAD, Avaya, RNVoice, QC Chat, & Direct Connect
Certification
- Zendesk for Customer Service Agents Training (2023)
- Property Management Basics & Trello for Beginners(2023)
- Introduction to CRM with Hubspot (2023)
- Convergys Leaders as Coaches Workshop (2015)
- Team Leader Development - Level 1 Assessment, Effective Feedback & Coaching, FCR & IMDS (2013-2014)
- Time Warner Cable - Tier 2 Training (2011)
- Team Captain Academy (2009)
- Home Networking (2005)
Accomplishments
- Top Offshore Connection Representative, Jul-Aug 2022, Nov-Dec 2022, and Jan-Feb 2023
- Top Team Leader for HSD Repair, 2016-2018
- CSAT Reminder POC for HSD Repair, 2017
- Top Team Leader for TWC HSD Repair, 2015
- TWC-Transition Wave 54 Highest Scorecard, 2011
- Top Team for Linksys CSAT and FCR, 2010
- Voice Support Team-Tier 2 SME, 2009
- Top Agent for Escalation Team, 2008
- Top Employee Performer, 2006-2007
- Top Agent for CSAT, 2007
Timeline
Onboarding Specialist
EJF Real Estate
2024.02 - Current
Assistant Property Manager
EJF Real Estate
2023.05 - 2024.02
Reports Analyst/Executive Assistant
Go2, LLC
2020.05 - 2022.12
Offshore Connection Representative
Dutchie
2020.02 - 2023.04
Social Media Manager
Self-Employed
2019.02 - 2020.01
Team Lead/Floor Support/Technical Support
Convergys
2011.03 - 2019.02
Content Writer
Sports Memorabilia
2009.01 - 2009.07
Team Captain/Senior Product Support Specialist
Synnex-Concentrix
2005.12 - 2011.01
Bachelor of Science - Biology
Xavier University-Ateneo De Cagayan