Open to opportunities

Aiva Angela Malabed

@aivaangelamalabed

Message

Highly adaptable professional with 15+ years in customer service.

Philippines

Message

What I'm looking for

I am looking for a role that values reliability and efficiency, with opportunities for growth.

I am a highly adaptable and tech-savvy professional with over 15 years of experience in customer service, IT helpdesk, appointment setting, and team coordination across diverse industries. My expertise lies in managing client communication, handling administrative tasks, and supporting remote teams. I pride myself on my strong organizational skills and proactive approach, which have consistently contributed to high levels of client satisfaction.

In my most recent role as a Client Services Coordinator at KMC Solutions, I acted as a liaison between clients and the internal IT support team, ensuring timely resolution of issues and maintaining regular communication with clients. My previous experiences in IT helpdesk support and back-office roles have equipped me with the technical knowledge and customer service skills necessary to excel in fast-paced environments. I am now seeking to transition into a General Virtual Assistant role where I can leverage my reliability, efficiency, and service-oriented mindset to bring value to a new team.

Experience

Work history, roles, and key accomplishments

Client Services Coordinator / IT Dispatcher

KMC Solutions

Jan 2022 - Dec 2023 (1 year 11 months)

Acted as liaison between clients and internal IT support team; dispatched and monitored tickets. Managed service schedules, prioritized tasks, and ensured timely resolution of issues.

IT Support Ticketing Client Communication Prioritization Scheduling

IT Helpdesk Support Specialist

Results-CX

Jan 2020 - Dec 2022 (2 years 11 months)

Supported BPO employees by troubleshooting IT issues via phone, chat, and remote sessions. Handled software/hardware diagnostics, account resets, and escalations to higher-level tech teams.

IT Helpdesk Troubleshooting Remote Support

Back Office / 1st Line Support

Atos

Jan 2014 - Dec 2020 (6 years 11 months)

Provided first-level technical support for end-users of a US-based client. Logged and resolved technical inquiries, with a focus on clear communication and timely follow-up.

Technical Support Ticketing Systems Client Communication Service standards

Technical Support Representative

Sykes Asia Inc.

Jan 2011 - Dec 2014 (3 years 11 months)

Delivered customer support for DSL services, resolving modem, router, and connectivity issues. Walked users through step-by-step processes, improving first-call resolution rates.

Customer Support Technical Troubleshooting DSL Connectivity Issues Call Resolution

Customer Service Representative – Travel Account

AEGIS People Support

Jan 2009 - Dec 2011 (2 years 11 months)

Assisted clients with travel bookings including flights, accommodations, and car rentals. Resolved itinerary issues and provided travel advice, ensuring smooth customer experiences.

Customer Service Empathy

Appointment Setter / Team Leader

724 Care Inc.

Jan 2007 - Dec 2009 (2 years 11 months)

Scheduled insurance appointments by contacting prospective clients. Promoted to Team Leader; trained and supported a team of setters, boosting productivity.

Appointment Setting Team Leadership Training Productivity Improvement

Education

Degrees, certifications, and relevant coursework

University of Southern Philippines Foundation

Bachelor of Science in Nursing, Nursing

Completed a comprehensive curriculum focused on healthcare principles and patient care. Developed strong analytical and problem-solving skills essential for professional practice.