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Marbie Gia Cerna

@marbiegiacerna

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Detail-oriented administrative virtual assistant and team leader skilled in CRM, operations, and customer support.

Philippines

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What I'm looking for

I seek roles where I can apply CRM and administrative expertise to lead teams, improve processes, and deliver exceptional client support in collaborative environments.

I am a dedicated Administrative Virtual Assistant and Team Leader with hands-on experience in administrative support, customer service, data entry, and team management. I have improved team response times and efficiency through CRM management, process coordination, and targeted coaching.

I am proficient with Salesforce, HubSpot, Google Workspace, and Microsoft Office, and I deliver accurate, efficient support for virtual and on-site teams. I consistently resolve escalated client issues, maintain operational records, and drive measurable improvements in performance and client satisfaction.

Experience

Work history, roles, and key accomplishments

Team Leader

Recovery Management Solutions

Jan 2024 - Nov 2025 (1 year 10 months)

Led a team of customer service representatives, improving response time by 20% and boosting team efficiency by 15% through training, CRM data management, and process coordination.

Team Leadership Customer Service CRM Management Training Reporting Google Workspace Microsoft Office

Customer Service Representative

Recovery Management Solutions

Sep 2023 - Jan 2024 (4 months)

Provided customer support via phone, email, and chat while maintaining accurate CRM records and supporting reporting, task tracking, and administrative operations to meet KPIs.

Customer Support CRM Data Entry Reporting Microsoft Office Google Workspace

Education

Degrees, certifications, and relevant coursework

Visayas State University

Bachelor of Science, Hospitality Management

2019 - 2023

Completed a Bachelor of Science in Hospitality Management with coursework focused on hospitality operations, service management, and customer relations.