Joanne Laureta

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.

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.

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.

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.

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.

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

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

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

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

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

Completed Go High-Level training covering landing pages, automation sequences and funnel optimization in May 2025.

Completed Executive Administrative Assistance training with focus on executive management and virtual assistance in June 2025.

Completed an E-Commerce training course covering Amazon FBA/FBM, product research, Shopify setup and related e-commerce topics in July 2023.

Completed Virtual Assistant and Social Media Marketing training with coursework in basic bookkeeping, lead generation and SEO in July 2023.

Completed the Alternative Learning System secondary diploma through the Department of Education in Marilao Central between 2008 and 2009.

Attended pre-education/kindergarten and early secondary studies at St. Paul College in Bocaue, Bulacan from 2002 to 2005.

Completed primary education at Saint Michael Academy in Meycauayan, Bulacan from 1993 to 2002.