SARAH GRACE ZARCO
SANTA-ROSA-CITY,LAGUNA, Philippines
Summary
Results-driven professional with 8+ years of experience across Executive Virtual Assistance, E-commerce Operations, Sales, and Customer Experience. Experienced in supporting senior executives, managing complex calendars and international travel, coordinating cross-functional priorities, and handling day-to-day business operations with a high level of independence and discretion. Strong e-commerce background with hands-on experience in Shopify operations, order management, escalations, claims, refunds, vendor coordination, customer retention, and team supervision. Proven sales experience in identifying customer needs, recommending the right products and services, upselling, and contributing to revenue growth. Highly organized, resourceful, and proactive, with a strong ability to manage multiple priorities, solve problems independently, and keep both executives and business operations moving efficiently.
Overview
1
1
Language
8
8
years of professional experience
Work History
Executive Virtual Assistant
HeyGen
05.2024 - 09.2026
- Provided high level executive support to senior leadership, managing complex calendars, priorities, meetings, and day to day administrative needs across multiple time zones.
- Coordinated domestic and international business travel, including flights, hotels, ground transportation, detailed itineraries, travel documentation, and last minute schedule changes.
- Managed internal and external meeting coordination with executives, customers, partners, candidates, and cross functional teams, ensuring seamless communication and timely follow ups.
- Supported company operations and special projects across Product, Engineering, Finance, Operations, Recruiting, and Events, tracking action items and coordinating stakeholders through completion.
- Acted as a trusted point of contact for executive and company requests, handling sensitive information, expense and travel coordination, event logistics, research, and urgent operational issues with discretion and minimal supervision.
Assistant Manager
Shopify E-commerce Company (PHS)
05.2024 - 04.2026
- Managed day-to-day operations of a fast-paced e-commerce business, ensuring smooth workflow across customer support and backend processes
- Supervised and supported a team, providing guidance, monitoring performance, and maintaining service quality standards
- Handled customer support across multiple channels including email, chat, and calls, resolving complex issues efficiently
- Managed escalations involving order issues, damaged or missing items, and customer complaints
- Oversaw claims, chargebacks, refunds, and order management from start to resolution
- Coordinated directly with vendors for replacements, updates, and issue resolution, ensuring timely follow-ups
- Maintained clear and consistent communication between customers, vendors, and internal teams
- Utilized tools such as Shopify, Gorgias, Slack, Google Sheets, and Google Docs for tracking, reporting, and case management
- Implemented and improved SOPs to streamline processes and increase team efficiency
- Focused on customer retention by resolving concerns effectively and maintaining a positive customer experience
TECHNICAL SUPPORT EXPERT AND SALES
TECHLOG CENTER PHILIPPINES (ASURION)
05.2022 - 04.2024
- TELCO Technical Support Expert and Sales
- Proven skills with advanced troubleshooting providing exceptional customer experience and providing targeted resolutions for improved product and services. Offering Services and value added features to increase profitability and drive business results.
- Offering assistance for service outages and Device Hardware and Software issues
- Offering advice and assistance to customers, paying attention to their technical needs
- Used company troubleshooting resolution path to evaluate technical problems and find appropriate solutions.
- Resolve customer issues and determine the root cause of problems to resolve product or service complaints.
- Offering excellent support and tailored recommendations to address needs as well as value added services.
- Promoted available products and services to customers during service, troubleshooting, and order calls.
B2B CUSTOMER SERVICE REPRESENTATIVE
IQOR STA ROSA
09.2020 - 01.2022
- TELCO B2B Business Account expert, Technical and Sales / QA / Team Lead
- Dedicated, hard working customer service professional in the Telecommunication Industry.
- Trained as a B2B Account Expert, upskilled to Technical Support Expert, Quality Assurance Analyst, and Acting Team Leader. Eager to learn and work hard and committed to maintaining professional relationships and a balanced CEO (Company, Employee, Owner).
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Promoted available products and services to customers during service, account management, and order calls.
- Educated customers about billing, payment processing and support policies and procedures.
- Cultivated customer loyalty, promoted repeat business and improved sales.
- Supervised experts in providing excellent customer service
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Oversaw employee performance to foster accurate prioritization and achievement of KPI's and productivity goals.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
HOTEL RESERVATION SPECIALIST / CSR
TELEPERFORMANCE ORTIGAS, PASIG
12.2018 - 07.2020
- Friendly call center agent with proven skills in problem solving and communication to provide expert service to customers. Maintained 99% customer satisfaction as a Hotel Reservation Specialist handling inbound hotel booking and upselling. Specialized in all products and services and provide added value services to customers that leads to excellent customer experience while contributing to generate more revenue for the company.
- Provided primary customer support to internal and external customers. Friendly call center agent with proven skills in problem solving and communication to provide expert service to customers. Maintained 99% customer satisfaction as a Hotel Reservation Specialist handling inbound hotel booking and upselling. I learned and utilized all products and services and provided added value services to customers that leads to excellent customer experience while contributing to generate more revenue for the company.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
Education
B.S. - BUSINESS ADMINISTRATION MAJOR IN BUSINESS MANAGEMENT
UNIVERSITY OF LUZON
01-2018
Skills
- Strategic Time Management
- Attention to detail
- Outstanding Communication Skills
- Administrative Skills
- Strong Organizational Skills
- Data Analysis
- Learning and Technical proficiency of Products/Services
- Computer and Research Skills
- Tools Utilization Proficiency (MS Office, Google Workspace, and CRM's)
- Problem-Solving and Troubleshooting
- Persuasive Selling
- Product and Services Upselling
- Quality Assurance
- Coaching and Mentoring
- Customer Satisfaction
- Executive communication
- Team building
- Executive decision making
- Operation management
- Customer relationship management
- Project management
- Technical troubleshooting
- Process improvement
- Meeting coordination
- Data analysis
- Travel coordination
- Conflict resolution
- Performance monitoring
- Department management
- Operations management
- Quality control standards understanding
- Executive presence
- Market analysis
- Strategic planning
- Negotiation
- Sales and marketing strategies
- Results orientation
- Research and Development
- Quality assurance auditing
- Business process improvement
- B2C sales
- B2B sales
- Market research
- Warm lead conversion
- Technical proficiency
Languages
English
Proficient
C2
Timeline
Executive Virtual Assistant
HeyGen
05.2024 - 09.2026
Assistant Manager
Shopify E-commerce Company (PHS)
05.2024 - 04.2026
TECHNICAL SUPPORT EXPERT AND SALES
TECHLOG CENTER PHILIPPINES (ASURION)
05.2022 - 04.2024
B2B CUSTOMER SERVICE REPRESENTATIVE
IQOR STA ROSA
09.2020 - 01.2022
HOTEL RESERVATION SPECIALIST / CSR
TELEPERFORMANCE ORTIGAS, PASIG
12.2018 - 07.2020
B.S. - BUSINESS ADMINISTRATION MAJOR IN BUSINESS MANAGEMENT
UNIVERSITY OF LUZON