Billy James Ponte
@billyjamesponte
Remote-ready virtual assistant delivering refunds, logistics support, and customer-first service with strong ticketing and email skills.
PhilippinesWhat I'm looking for
I’m a remote-ready virtual assistant with combined BPO experience supporting customers across e-commerce & logistics, AU telco, and hotel reservations. I’m especially strong at turning messy requests into clear outcomes—processing refunds and replacements, updating customers, and keeping cases moving with SLA-driven ticketing.
In e-commerce & logistics roles, I handled refund and replacement tickets for missing, damaged, or delayed orders. I coordinated with 3rd-party couriers for shipment rerouting and delivery expediting, and I used ticketing systems to log, track, and resolve back-office cases end to end.
On the customer service and sales side, I supported account management, billing, refunds, and service orders. I also upsold new internet lines, service upgrades, and relocation packages, and I performed mild technical support for modem and connectivity issues.
I bring professional, calm customer communication through email and phone support, including booking modifications and dispute handling for hotel reservations. I’m ready to work independently in a quiet home office setup and will happily undergo client or agency training to match your standards.
Experience
Work history, roles, and key accomplishments
Telco Sales & Customer Support
ProbeCX
Jan 2024 - Jun 2024 (5 months)
Assisted customers with account management, billing, refunds, and service orders, and upsold new internet lines, upgrades, and relocation packages. Provided mild technical support for modem and connectivity issues and managed email complaints, escalating complex cases as needed.
Processed refund and replacement tickets for missing, damaged, or delayed orders and used ticketing systems to manage back-office cases with SLA. Coordinated with third-party couriers to reroute deliveries and handled customer inquiries on order status and delivery exceptions.
Booked, modified, and canceled hotel reservations according to customer requests while resolving complaints, booking disputes, and special accommodation needs. Delivered professional email and phone support for travel-related inquiries.
Education
Degrees, certifications, and relevant coursework
LinkedIn Academy
Professional Certificate, Online Communities
Completed the Building Online Communities training issued in March 2025.
LinkedIn Academy
Professional Certificate, Social Media Marketing
Completed the Strategic Social Media: Grow your Business training issued in March 2025.
LinkedIn Academy
Professional Certificate, AI Prompting (ChatGPT)
Completed the ChatGPT: Perfecting Your Output with Templates in Prompts training issued in April 2025.
LinkedIn Academy
Professional Certificate, Social Media Marketing Strategy
Completed the Social Media Marketing: Strategy and Optimization training issued in April 2025.
ALISON
Professional Certificate, Virtual Assistance
Completed the Working as a Virtual Assistant training issued in April 2025 (Credential ID 5739-36161955).
LinkedIn Academy
Professional Certificate, Agentic AI (ChatGPT)
Completed the Demystifying Agentic AI with ChatGPT training issued in April 2025.
LinkedIn Academy
Professional Certificate, Content Creation
Completed the Storytelling and Content Creation to Transform Your Personal Brand training issued in April 2025.
LinkedIn Academy
Professional Certificate, LinkedIn Personal Branding
Completed the Developing Your LinkedIn Creator Brand training issued in April 2025.
ALISON
Professional Certificate, Social Media Marketing Management
Completed the Advance Social Media Marketing Management training issued in June 2025 (Credential ID 7121-36161955).
LinkedIn Academy
Professional Certificate, Social Media Marketing
Completed the Social Media Marketing for Small Business training issued in March 2005.
Tech stack
Software and tools used professionally
Availability
Location
PhilippinesAuthorized to work in
Salary expectations
Job categories
Skills
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