Looking for a job

Juan Carlos Flores

@juancarlosflores18

Administrative and VA professional with 9+ years of BPO experience in scheduling, coordination, and U.S. customer support.

Philippines

Message

What I'm looking for

I'm looking for a stable, long-term remote opportunity in administrative support, virtual assistance, or operations. I want to apply my experience, contribute to a growing team, and continue developing my skills while working in a professional environment that values reliability, communication, and growth.

I'm an administrative and customer support professional with over 9 years of experience in the BPO industry, supporting U.S.-based customers and business operations.

Throughout my career, I've developed strong skills in administrative coordination, workforce scheduling, calendar management, data entry, documentation, reporting, and customer communication. I've also managed schedules for nearly 1,000 employees, maintaining over 92% schedule efficiency and 95% roster accuracy.

I'm comfortable working with Microsoft Office, Google Workspace, CRM platforms, and workforce management systems. I also have experience with social media content planning and video editing using CapCut, and I'm continuously developing my skills in AI automation and productivity tools.

I'm organized, detail-oriented, adaptable, and comfortable working independently in a remote environment. I enjoy solving problems, learning new tools, and finding ways to make everyday operations more efficient.

I'm looking for opportunities where I can use my experience, contribute to a growing team, and continue developing as a Virtual Assistant and administrative professional.

Experience

Work history, roles, and key accomplishments

Workforce Specialist II, Scheduler

VXI Global Holdings B.V.

Jan 2024 - Jan 2026 (2 years)

Developed and managed forecast-based schedules for nearly 1,000 employees, maintaining 92%+ schedule efficiency and 95%+ roster accuracy. Coordinated meetings, reviewed time-off requests, and prepared staffing and performance reports.

Workforce Management Scheduling Forecasting Roster Management Leave Coordination Intraday Monitoring Reporting Spreadsheets Excel Outlook Google Sheets Microsoft Teams Zoom

Workforce Specialist I, Real-Time Analyst

VXI Global Holdings B.V.

Jan 2023 - Jan 2024 (1 year)

Monitored real-time schedule adherence, service levels, AHT, and staffing conditions, flagging issues for timely action. Prepared intraday performance and staffing reports and coordinated with operations teams to maintain service levels.

Real time Analysis Schedule Adherence Service Level Monitoring AHT Intraday Reporting Workforce Management Operations Coordination

Customer Service Representative – Technical Support

VXI Global Holdings B.V.

Jan 2022 - Jan 2023 (1 year)

Provided technical support for U.S. customers across internet, landline, cable, and mobile services via phone and chat. Diagnosed and troubleshot issues, managed cases, arranged technician dispatches, and supported billing and retention.

Technical Support Troubleshooting Customer Service Case Management Billing Disputes Customer Retention Einstein 360 Mercury Live Chat Phone Support

Customer Executive

EXL

Jan 2020 - Jan 2022 (2 years)

Handled approximately 30 customer contacts per day for a U.S. life insurance account while maintaining 95% accuracy. Completed customer data entry and documentation to support accurate account records.

Customer Service Data Entry Documentation Insurance Accuracy

Customer Service Associate, Back Office & Voice

Sykes Asia Incorporated

Jan 2016 - Jan 2020 (4 years)

Processed approximately 50 back-office transactions per day with 95% or higher accuracy. Handled live customer calls and completed transaction processing and documentation in a high-volume environment.

Back Office Operations Customer Service Transaction Processing Documentation High Volume