Valerie Joan Maestro
Sto Tomas City
Summary
I built my professional career as part of different BPO companies for 16 years handling different lines of business. I was part of the leadership team for Operations, Quality and Training departments in the BPO industry which taught me how to solve problems in real-time, think out of the box, communicate efficiently, and become a team player. Experienced administration support with ability to perform wide range of tasks. Highly organised with attention to detail. Proactive in providing support and making sure day-to-day operations runs smoothly.
Overview
19
19
years of professional experience
Work History
Freelance Executive Assistance
Project Based
03.2025 - Current
- Delivered staff inductions and training sessions on administrative procedures, ensuring compliance with company policies.
- Communicated ideas clearly across multiple channels to assist staff.
- Supported office operations by taking on ad-hoc clerical duties.
- Prepared routine business correspondence for office staff.
- Handled incoming calls and emails, providing prompt responses or directing queries to appropriate departments.
- Scheduled and prepared for board meetings, including preparing agendas and taking minutes.
- Coordinated travel arrangements, including flights and accommodation, for executives attending international conferences.
- Conducted research and compiled data for consideration in strategic planning sessions.
- Compiled data, produced visualisation charts and prepared reports on behalf of staff.
- Responded to incoming requests for information or forwarded to appropriate individual.
Client Relations Executive
Remote Staff
04.2024 - 03.2025
- Client Relationship Management:Build and maintain strong relationships with clients, proactively addressing their needs and concerns.
- Virtual Assistant Supervision:Oversee the performance of virtual assistants, ensuring they meet client requirements and expectations.
- Client Onboarding and Training:Facilitate the onboarding process for new clients and provide training to virtual assistants on client-specific needs.
- Communication and Coordination:Serve as the primary point of contact for clients, communicating effectively and coordinating tasks between the client and the virtual assistant team.
- Problem Solving and Issue Resolution:Address client inquiries, complaints, and technical issues promptly and professionally, ensuring timely resolution.
- Performance Monitoring and Evaluation:Track the performance of virtual assistants, providing feedback and coaching to improve their skills and services.
- Data Management and Reporting:Maintain accurate client records and track key performance indicators to measure the success of virtual assistant services.
Admin Assistant
BadenBower
10.2023 - 07.2024
- Working with Global Recognition Awards a company under Badenbower which gives recognition to different businesses.
- Working with an award giving body who is in charge of awarding individuals who applied on the companies website a general excellence award.
- Responding to customer inquiries about their award inquiries.
- Working with publications for those awards that has press releases with it.
- Working with Wordpress to build a page for the awardees on the companies website.
- Working with Canva to send them digital certificates.
Executive Assistant
EVCO Insurance
03.2023 - 01.2024
- Organize and prioritize emails..
- Schedule appointments, meetings, and events.
- Confirm schedules and send reminders.
- Prepare and submit expense reports.
- Research various topics.
- Compile and summarize research findings.
- Organize and maintain digital and physical files.
- Implement an efficient filing system.
- Assist in project planning and coordination.
- Track project timelines and deadlines.
- Handle incoming calls and take messages.
- Provide information or assistance to callers.
- Design graphics and presentations.
- Assist different department on their tasks and responsibilities as I trained to everything.
- Recruitment
- Customer Success
- Training
Executive Assistant to CEO
Global LA
06.2022 - 11.2023
- Organize and prioritize emails.
- Respond to routine emails or forward to the appropriate parties.
- Schedule appointments, meetings, and events.
- Confirm schedules and send reminders.
- Make travel arrangements.
- Create and manage travel itineraries.
- Track and manage expenses.
- Prepare and submit expense reports.
- Conduct research on various topics.
- Compile and summarize research findings.
- Organize and maintain digital and physical files.
- Implement an efficient filing system.
- Assist in project planning and coordination.
- Track project timelines and deadlines.
- Handle incoming calls and take messages.
- Provide information or assistance to callers.
- Create visual content using Canva.
- Design graphics and presentations.
- Manage and update content on a WordPress website.
- Resolve website issues and ensure proper functioning
- Recruitment
ADEC Innovations Healthcare Inc - Data Delivery Specialist
02.2021 - 06.2022
- Accountable for ensuring all records are received within state guidelines
- Process requests within internal turn around time standards
- Process requests fully before passing off to another agent for escalation
- Perform follow-up calls to ensure records are received within state guidelines
- Communicate with health care providers both orally and in writing to help resolve barriers preventing them from releasing information in a timely fashion
- Perform quality checks on records received
- Complete tickets and address questions from requesters, providers, and patients within service standard
- Collaborate with management to identify key provider relationships.
AIG Shared Services Inc - Customer Service Associate
05.2020 - 01.2021
- Support Screens incoming calls to ensure quality, customer service and adherence to the policies and procedures of the organization
- Assist customers on their inquiries about their life insurance policies.
Senior Operations Representative
Capital One Philippines Shared Services Corporatio
09.2019 - 03.2020
- Support Screens incoming calls to ensure quality, customer service and adherence to the policies and procedures of the organization
- Assist customers on their inquiries about their credit card account.
ARB Call Facilities - Loan Originator/ Mentor Supervisor
08.2018 - 09.2019
- Evaluate, authorize or recommend approval of commercial, real estate, or credit loans
- Advise borrowers on financial status and methods of payments
- As a Mentor Sup, assisted Mentors to help out new hires in learning the process.
Team Manager
Alorica Philippines
02.2013 - 09.2018
- Led employee relations through effective communication, coaching, training, and development.
- Boosted employee satisfaction through regular performance reviews, constructive feedback, and personal development plans.
- Enhanced team productivity by implementing efficient task delegation and time management strategies.
- Developed a high-performing team by recruiting top talent, providing ongoing training, and fostering a positive work environment.
- Collaborated with cross-functional departments to drive cohesive efforts towards common goals and objectives.
- Ensured compliance with company policies as well as industry regulations through diligent oversight of daily operations and staff adherence to guidelines.
- Evaluated employee performance and coached and trained team members, increasing quality of work and employee motivation.
- Championed process improvements within the department by identifying inefficiencies, proposing solutions, and leading change initiatives.
- Evaluated employee performance and coached team members, increasing quality of work and employee motivation.
Quality Analyst
Alorica Philippines
02.2008 - 02.2013
- Reviewed and revised quality documentation to uphold industry standards.
- Analysed test results, documenting findings and making recommendations for corrective actions.
- Provided daily, weekly and monthly quality information to key stakeholders, enabling informed decision-making.
- Coordinated and participated in internal and external quality management system audits to guarantee product and quality specifications.
- Monitored ongoing projects to identify risks and implement preventive measures.
- Collaborated with development teams to recommend enhancements for product improvement.
Customer Service Representative
Alorica Philippines
07.2006 - 02.2008
- Addressed customer service enquires quickly and accurately.
- Assisted customers with product-related questions, feedback and complaints.
- Maximised customer satisfaction by resolving service issues promptly.
- Handled high-volume telephone calls to address and resolve customer queries.
- Managed inbound customer service calls, efficiently resolving queries and complaints to uphold satisfaction levels.
- Listened to individual complaints with open mind and asked detailed questions to understand issues.
- Built rapport with customers through courteous and professional communications.
- Oversaw customer account inquiries, accurately providing information to resolve service complaints and guarantee customer satisfaction.
- Maintained accurate records of customer interactions, detailing inquiries, comments, and resolutions for future reference.
Education
Bachelor of Science - Information Technology
First Asia Institute of Technology And Humanities
Tanauan City, Batangas2006
Skills
- Proficient in spoken and written English
- Knowledge in the use of internet explorer, Microsoft Office, and other Windows applications
- Expert in Microsoft Excel and Google Sheets for reporting purposes
- Customer Service
- Inbox Management, Calendar Management, Travel Management, Research, Finance Management, General Research, File and Data Management, Basic Video and Picture Editing, Meeting Management
- Executive presentation development
- Organize and prioritize emails
- Respond to routine emails or forward to the appropriate parties
- Schedule appointments, meetings, and events
- Confirm schedules and send reminders
- Make travel arrangements
- Create and manage travel itineraries
- Track and manage expenses
- Prepare and submit expense reports
- Conduct research on various topics
- Compile and summarize research findings
- Organize and maintain digital and physical files
- Implement an efficient filing system
- Assist in project planning and coordination
- Track project timelines and deadlines
- Handle incoming calls and take messages
- Provide information or assistance to callers
- Create visual content using Canva and Adobe Photoshop
- Design graphics and presentations
- Manage and update content on a WordPress website
- Resolve website issues and ensure proper functioning
- Proficient in Google Workspace and tools such as Notion, Asana and Trello
- Easily adaptable to any software or CRM needed to learn Internediate currently at Salesforce and Hubspot
- Knowledgable in WordPress and Canva
- Recruitment
References
Available upon request
Hobbies and Interests
Reading books
Timeline
Freelance Executive Assistance
Project Based
03.2025 - Current
Client Relations Executive
Remote Staff
04.2024 - 03.2025
Admin Assistant
BadenBower
10.2023 - 07.2024
Executive Assistant
EVCO Insurance
03.2023 - 01.2024
Executive Assistant to CEO
Global LA
06.2022 - 11.2023
ADEC Innovations Healthcare Inc - Data Delivery Specialist
02.2021 - 06.2022
AIG Shared Services Inc - Customer Service Associate
05.2020 - 01.2021
Senior Operations Representative
Capital One Philippines Shared Services Corporatio
09.2019 - 03.2020
ARB Call Facilities - Loan Originator/ Mentor Supervisor
08.2018 - 09.2019
Team Manager
Alorica Philippines
02.2013 - 09.2018
Quality Analyst
Alorica Philippines
02.2008 - 02.2013
Customer Service Representative
Alorica Philippines
07.2006 - 02.2008
Bachelor of Science - Information Technology
First Asia Institute of Technology And Humanities
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