Open to opportunities

Clint User

@clintuser1

Virtual Assistant Manager with 7+ years driving Tier 2 support, technical troubleshooting, and digital marketing growth.

Philippines

Message

What I'm looking for

I’m looking for a remote role in customer service, Tier 2 escalation support, technical support, or web hosting—ideally where I can lead teams, improve SOPs/FCR, troubleshoot complex issues, and contribute to digital marketing growth.

I’m a results-driven Virtual Assistant Manager with 7+ years of multi-industry experience across travel, telecommunications, web hosting, IT support, and dental services. I specialize in Tier 2 escalation handling, remote team leadership, and complex technical troubleshooting.

In my current role, I lead daily operations, coordinate workflows, manage multi-account client support, and coach teams through SOP development to sustain high service standards. I also drive digital marketing—building social/email campaigns and supporting client acquisition—and maintain company websites in WordPress with a focus on performance, on-page SEO, and content accuracy.

Previously as a Tier 2 Escalation Support Specialist, I resolved high-priority technical issues beyond Tier 1 scope, improved FCR performance through real-time coaching, and used call/ticket analysis to identify recurring error patterns and workflow inefficiencies. I bring a continuous-improvement mindset while collaborating with sales and Tier 1 teams to align service offerings with customer technical needs.

Experience

Work history, roles, and key accomplishments

Current

Virtual Assistant Manager

Current

Dentriva Virtual Assistant Services

Apr 2026 - Present (2 months)

Led daily operations for a virtual assistant team supporting dental practice clients, including workflow coordination and multi-account support. Developed digital marketing strategies and managed the company website in WordPress while creating SOPs, coaching performance, and maintaining long-term client relationships.

Team Supervision SOP Development Workflow Management Google Workspace Slack Trello Asana WordPress Meta Business Suite Google Analytics

Tier 2 Escalation Support

OP360 (HelloTech Account)

Oct 2025 - Apr 2026 (6 months)

Resolved Tier 2 escalation tickets involving complex technical issues beyond Tier 1 scope, ensuring accurate documentation and timely closure. Coached Tier 1 agents, handled supervisor calls for high-priority cases, and used ticket/call analysis to identify recurring errors and drive process improvements.

Ticketing Root Cause Analysis CRM Management

Web Hosting Specialist

Newfold Digital (Bluehost Account)

Jan 2021 - Jan 2025 (4 years)

Provided web hosting support for Bluehost clients, handling domain setup, WordPress installation, DNS configuration, and multi-channel troubleshooting. Managed SSL/TLS installation and email protocol configuration (IMAP/POP3/SMTP) while maintaining customer satisfaction through chat, phone, and ticket resolution.

CPanel WordPress DNS SSL TLS FTP SFTP Softaculous Ticketing Support Troubleshooting

Technical Support Representative

Alorica (AT&T DirecTV Account)

Jan 2019 - Jan 2021 (2 years)

Resolved technical and billing issues for AT&T DirecTV customers across TV and high-speed internet services. Diagnosed equipment and connectivity problems using structured troubleshooting and managed account/billing changes while maintaining strong first-contact resolution through clear customer communication.

Technical Troubleshooting Billing Management ServiceNow CRM Management Connectivity Diagnostics Customer Support Signal Equipment Issue Resolution

Customer Service Representative

Teleperformance (Expedia Flight Account)

Jan 2018 - Jan 2019 (1 year)

Assisted travelers with flight bookings, itinerary changes, cancellations, and refund processing for Expedia accounts. Handled high-volume inbound voice and live chat support, resolving travel disruptions through rebookings, fare upgrades, and airline policy escalations while meeting customer service KPIs.

Expedia Support Sabre GDS Salesforce CRM Zendesk Email Chat Support Quality Assurance (QA)