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
02.2024 - 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
05.2023 - 02.2024
- 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
02.2020 - 04.2023
- 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
05.2020 - 12.2022
- 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
02.2019 - 01.2020
- Facebook Business ads manager, content creator & chat messaging moderator (Child Nutrition PH Page)
Team Lead/Floor Support/Technical Support
Convergys
Cebu
03.2011 - 02.2019
- 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
01.2009 - 07.2009
- Delivered insightful and informative blurbs based on thorough research of assigned athletes
Team Captain/Senior Product Support Specialist
Synnex-Concentrix
Cagayan De Oro
12.2005 - 01.2011
- 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
02.2024 - Current
Assistant Property Manager
EJF Real Estate
05.2023 - 02.2024
Reports Analyst/Executive Assistant
Go2, LLC
05.2020 - 12.2022
Offshore Connection Representative
Dutchie
02.2020 - 04.2023
Social Media Manager
Self-Employed
02.2019 - 01.2020
Team Lead/Floor Support/Technical Support
Convergys
03.2011 - 02.2019
Content Writer
Sports Memorabilia
01.2009 - 07.2009
Team Captain/Senior Product Support Specialist
Synnex-Concentrix
12.2005 - 01.2011
Bachelor of Science - Biology
Xavier University-Ateneo De Cagayan
Similar Profiles
Precious WashingtonPrecious Washington
Accounts Payable and Receivable Manager at EJF Real Estate ServicesAccounts Payable and Receivable Manager at EJF Real Estate Services
Sita SuriSita Suri
Vantaca IT Intern at EJF Real Estate ServicesVantaca IT Intern at EJF Real Estate Services
John VanderHammJohn VanderHamm
Realtor at Real Estate Brokers Tasks Keller Williams Real EstateRealtor at Real Estate Brokers Tasks Keller Williams Real Estate