Open to opportunities

Joanne Laureta

@joannelaureta

CRM and Operations Assistant | Tier 2 Escalations / Email and Chat Support Specialist | Trained in E-Commerce | Accuracy and Reliable Support

Philippines

Message

What I'm looking for

I seek remote roles in support or operations where I can manage escalations, improve processes, use CRMs, and contribute to a collaborative, outcomes-focused team.

Every role I've had started the same way. I had never done it before.

For years, my work has centered on the moments when a customer relationship could break.

Early on, I supported customers through email, chat and back office operations, handling high volume queues, account concerns, documentation and complex customer issues. Those experiences built the communication, judgment and attention to detail that shaped every role that followed.

Later, I spent several years supporting customers through chat and email before being promoted to Tier 2 Escalation, resolving cases involving health and safety incidents, legal complaints and VIP disputes. The situations that reach that tier carry real risk for a business: reputation, compliance and retention. I resolved a steady volume of complex cases, earned consistent recognition for performance and contributed to improving internal processes that helped the team work more efficiently.

I learned early that the goal in high stakes support isn't a perfect outcome, because perfect outcomes don't always exist. The goal is that every client / customer feels heard, understands exactly what's being done and sees action taken. Handled that way, even a difficult resolution can strengthen trust rather than end it and customers walk away knowing someone took their problem seriously.

More recently I've worked in B2B SaaS support, partnering with Product and Engineering on escalated platform issues, and in CRM and operations management across HubSpot, Salesforce, Zoho and GoHighLevel. I keep data clean, documentation current and pipelines reliable. I'm also trained in executive assistance and bookkeeping, which lets me support leaders beyond the support queue.

The consistent thread is simple. I've entered every role without prior experience in it and left as the person trusted with the most sensitive work. That has repeated across BPO, SaaS, e-commerce and freelance operations. It isn't luck. It's how I work.

I'm looking for a remote team that values sound judgment, discretion, ownership and consistent execution. I bring that same mindset to every opportunity and I'm ready to do it again for the right team. If that reflects the kind of professional you're looking for, I'd welcome the opportunity to connect.

Experience

Work history, roles, and key accomplishments

Current

Freelance CRM & Operations Assistant

Current

Remote Freelance

Mar 2025 - Present (1 year 5 months)

Provide ongoing remote operations and CRM support to small businesses, maintaining clean client and lead data, managing HubSpot/Salesforce/Shape records, and streamlining workflows to improve team coordination. Handle email coordination, data cleanup, and operational checklists to keep tasks on track.

CRM Management Data Entry HubSpot Salesforce Shape Workflow Optimization

Support Specialist

RepeatMD

Sep 2025 - Feb 2026 (5 months)

Managed day-to-day B2B SaaS platform support inquiries, resolving complex client issues via email and chat and coordinating cross-functional escalations to Product and Engineering. Assisted in building and deploying client mobile apps, improving feature delivery for Discovery, Rewards, Retention and Promotions.

SaaS Support Email Support Troubleshooting Documentation Escalation Management Customer Success

Tier 2 Escalation Specialist

TaskUs Lizardbear Inc.

May 2019 - Jan 2025 (5 years 8 months)

Handled Tier 2 escalations for sensitive health, safety and legal cases from VIPs, law firms and authorities, coordinating with Tier 3 teams and maintaining accurate case documentation, contributing to high quality scores and faster resolution times. Started as Chat Support and progressed to escalation handling for complex partner and customer issues.

Live Chat Case Management Legal and Safety Coordination Escalation Management Documentation Customer Support Quality Assurance

Email / Back Office Support

Concentrix Daksh Synnex

Feb 2017 - Dec 2018 (1 year 10 months)

Managed email inquiries related to account issues, orders, deliveries and disputes, resolving refunds, pay disputes and adjustments while maintaining timely, accurate records in internal systems. Improved case documentation and process adherence across back-office workflows.

Email Support Back Office Operations Case Documentation Data Entry

Customer Service Representative

Expert Global Solutions

Sep 2016 - Dec 2016 (3 months)

Assisted customers via phone and email with account setup, billing and order support, resolved activation and retention issues, and promoted offers to improve customer satisfaction and retention.

Phone Support Email Support Billing Support Retention

Computer Shop Attendant

Bheeyolette Ihub

Apr 2010 - Aug 2016 (6 years 4 months)

Managed daily computer shop operations, provided customer assistance and basic technical support, and handled printing and related services to ensure customer satisfaction.

Technical Support Customer Service Print Service Troubleshooting Cash Handling

Production Worker

Styrotech Corporation

Nov 2014 - Jan 2015 (2 months)

Operated machines to shape and cut materials, assembled and packaged products, and enforced quality control and safety standards in the production area.

Assembly Packaging Quality Control Safety Compliance

Production Worker

IQ Packaging System Inc.

Dec 2008 - May 2009 (5 months)

Performed labeling, packing and preparation of items for shipment following production guidelines and quality standards for Nestlé NDC contracts.

Labeling Shipment Preparation Quality Control Manual Handling

Conversion Agent

Scopeworks Asia Inc.

Aug 2008 - Present (18 years)

Transcribed voicemails and recorded messages into structured written formats with high accuracy and speed to support client communication workflows.

Transcription Data Entry Accuracy Speed Written Communication

Education

Degrees, certifications, and relevant coursework

Freelance Academy (Virtual Assistant Training)

QuickBooks Online Advanced Training Completion, Bookkeeping / QuickBooks

2026 - 2026

Completed QuickBooks Online Advanced Training covering bookkeeping fundamentals, chart of accounts, bank reconciliation and QuickBooks Online functions in January 2026.