Open to opportunities

Jan Valdez

@janvaldez

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General Virtual Assistant and customer support specialist delivering fast, accurate CRM-backed service for US clients.

Philippines

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What I'm looking for

I’m looking for a remote role supporting US clients—handling inboxes, customer inquiries, and administrative coordination—where I can deliver strong CSAT and AHT through accurate CRM documentation, clear communication, and reliable independent work in EST/PST.

I’m a General Virtual Assistant with 10 months of BPO experience in a Telco account, specializing in customer support, email handling, and administrative coordination. I manage 80–120 daily billing and technical inquiries across phone and email while meeting AHT targets and maintaining consistent service quality.

I’m known for accurate, 100% CRM documentation that improves case tracking and reduces resolution time for repeat concerns. I also resolve escalated cases within SLA timelines and work comfortably independently in remote environments, supporting US-based customers across EST and PST timezones.

Experience

Work history, roles, and key accomplishments

Customer Support Rep

Sutherland

Jun 2025 - Apr 2026 (10 months)

Recognized as Top Performing Agent for November 2025 for strong CSAT, consistent AHT, and high resolution rates. Resolved 80–120 daily billing and technical inquiries via phone and email, maintained 100% accurate CRM documentation, and handled escalations within SLA to reduce repeat contacts.

Customer Support Email Chat Support CRM Management AHT SLA Inbox Management Multitasking Documentation