Open to opportunities

Charlyn Faith Milan

@charlynfaithmilan

Message

Customer-focused team leader specializing in remote support operations.

Philippines

Message

What I'm looking for

I seek a growth-oriented role where I can lead remote teams, improve KPIs through coaching and QA, and use my technical and administrative skills to optimize operations.

I am a highly adaptable, results-driven professional with over five years of experience across customer service, team management, technical support, virtual assistance, and quality assurance. I have a background supporting healthcare, BPO, and e-commerce clients and consistently improve performance through coaching and process auditing.

As a Team Manager and Quality Assurance Analyst, I coached agents, conducted real-time data analysis, and sustained KPI performance in fast-paced environments; as a Virtual Assistant and Scheduler I managed inboxes, calendars, and client communications to keep operations running smoothly.

I leverage a broad toolkit—CRM platforms, collaboration tools, analytics software and scheduling systems—to optimize workflows, resolve technical issues, and deliver exceptional customer experiences. I am seeking a dynamic role in a growth-oriented organization where I can lead teams and drive measurable improvements.

Experience

Work history, roles, and key accomplishments

Team Manager

Ibex Global Solutions

Coached and managed agents for a healthcare account, improving performance, quality, and KPI metrics through real-time data analysis and targeted coaching.

Team Leadership Coaching Performance Monitoring KPI Analysis Quality Assurance

Sales Associate

Hagreun Operation Management Services

Closed sales opportunities and developed long-term client relationships to drive revenue and retention.

Sales Account Management Client Relationships Closing Customer Retention Negotiation

General Virtual Assistant

Self Employed

Managed client email inboxes and Google Calendars and performed administrative tasks to coordinate schedules and streamline client workflows.

Calendar Management Google Suite Scheduling Administrative Support Remote Work

Graphic Account Specialist

Ibex Global Solutions

Provided email-based customer service for graphic and e-commerce clients, resolving issues promptly while maintaining brand tone and accuracy.

Email Support Brand Voice CRM Ticketing Communication

Customer Service Representative

TaskUs

Delivered customer support via chat and phone channels, resolving inquiries and maintaining high satisfaction levels.

Chat Support Phone Support Customer Service Multichannel Support Communication

Quality Assurance Analyst

Compliance PH

Monitored call quality, evaluated agent performance, and delivered actionable feedback to drive service improvements and compliance.

Quality Assurance Compliance

Scheduler / Intake Specialist

Aplus Home Health Care

Scheduled home healthcare visits, conducted patient intakes, handled customer inquiries, and maintained up-to-date patient records to ensure continuity of care.

Scheduling Patient Intake Customer Support Record keeping Healthcare Coordination