Open to opportunities

Jan Ferson Phylippe Gonzales

@janfersonphylippegon

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Remote Virtual Assistant specializing in operations, customer support, and compliance checks.

Philippines

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What I'm looking for

I’m looking for a remote role where I can support customers and coordinate operations—handling live chat, onboarding, workflow monitoring, and compliance (KYC/KYB), while preparing reports and improving team performance through clear documentation.

I’m a reliable Virtual Assistant with 3+ years of remote experience supporting clients and running day-to-day operations. I’m at my best working independently in virtual environments while staying organized, efficient, and focused on service quality.

In my roles at Capstone Limited, I managed workflow distribution, monitored daily support activities, and coordinated with internal teams to resolve operational issues. As an Admin / Team Lead, I led daily team shifts, handled client support, and guided team members while maintaining smooth task handling.

I also bring strong client support and payments experience from AuthPay Limited, where I delivered real-time chat support for merchants, managed onboarding with compliance checks (KYC/KYB), and prepared monthly reports. I troubleshoot payment errors, escalate technical issues to internal teams, and monitor resolution progress to keep clients moving forward.

Across client onboarding, verification, and due diligence, I’ve supported basic to enhanced KYC/KYB checks and document review using tools like SumSub and Shufti Pro. I bring a compliance-minded approach, clear communication, and consistent documentation—so teams can trust the work and clients experience fast, accurate support.

Experience

Work history, roles, and key accomplishments

Supervisor / Operations Support

Capstone Limited

Oct 2025 - Mar 2026 (5 months)

Supervised remote support operations, ensuring tasks were completed efficiently and workflows were monitored daily. Coordinated with internal teams to resolve operational issues and supported reporting and KYC/KYB compliance reviews.

Remote Support Operations Workflow Distribution Team Coordination Reporting KYC

Admin / Team Lead

Capstone Limited

Mar 2025 - Oct 2025 (7 months)

Led daily team shifts to ensure smooth handling of support tasks and client requests while monitoring workload and assisting with task distribution. Continued client support, supported internal reporting/documentation, and performed KYC/KYB due diligence and compliance support.

Workload Distribution client support Internal Reporting Documentation KYC Due Diligence Compliance Support

Client Support Specialist

Capstone Limited

Sep 2024 - Mar 2025 (6 months)

Handled daily client support via chat, resolving service-related issues and monitoring support workflows. Supported onboarding verification and due diligence with KYC/KYB checks and assisted management with reporting and team performance monitoring.

Live Chat Support Client Communication Issue Resolution Workflow Management Reporting Performance Monitoring KYC Due Diligence

Customer Service Representative

AuthPay Limited

Aug 2023 - Mar 2026 (2 years 7 months)

Provided real-time chat support to merchants on payment processing, transaction inquiries, and account concerns. Managed new client onboarding with compliance checks (KYC/KYB), produced monthly reports, troubleshot payment errors, and escalated technical issues to internal teams.

Chat Support Merchant Support Payment Processing Support Transaction Inquiry Support Client Onboarding KYC

Client Support Specialist

Pan Digital Network

Aug 2022 - Present (3 years 11 months)

Handled customer/client inquiries including refunds, and supported onboarding for new clients. Prepared monthly reports and assisted with resolving payment-related issues while maintaining customer satisfaction.

Client Inquiries Refunds Client Onboarding Customer Service

Head Moderator / Executive Assistant

Blockchain Game Gang

Jun 2021 - May 2022 (11 months)

Moderated online communities for 5,000+ users, providing prompt support and troubleshooting for technical and account issues. Organized and conducted meetings and collaborated with executive teams to align community engagement strategies with business goals.

Community Moderation Online Community Support Troubleshooting Customer Support Executive Coordination Community Engagement

Photo & Video Editor / Livestream

QuikShots Photography

Feb 2019 - Feb 2022 (3 years)

Edited and enhanced 200+ photo and video projects for events, collaborating with clients to meet creative needs. Managed livestream operations for client events to ensure smooth broadcasts and technical quality.

Photo Editing Video Editing