MCMaria Fe Castro
@mariafecastro
Detail-oriented virtual assistant specializing in CRM operations, customer support, and admin.
PhilippinesWhat I'm looking for
I am a detail-oriented Virtual Assistant with over seven years of experience in customer service, technical support, administrative management, and team leadership. I have a strong record of streamlining workflows, improving team performance, and maintaining high standards of customer satisfaction across CRM platforms like Zendesk, Dynamics, Oracle, CSRescape, Cubby Storage, and Hostaway.
I have led teams, managed escalations, and created reporting and procedures that improved KPIs and first-call resolutions. I bring practical technical proficiency (MS Office, Google Workspace, Excel: PivotTables and VLOOKUP), social media management, and operations coordination to help businesses scale efficiently and deliver exceptional customer experiences.
Experience
Work history, roles, and key accomplishments
Rent Collection Coordinator
Nsa Storage
Sep 2024 - Oct 2025 (1 year 1 month)
Managed customer communications and payment follow-ups, updated Cubby Storage CRM to track payments and maintenance requests, and produced reports to improve operations and resolution times.
Virtual Assistant - STR
Airbnb & STR Property Management
Jan 2025 - Jul 2025 (6 months)
Managed guest communications, reservations and coordination with housekeeping and maintenance, and created social media content to increase visibility and booking rates.
Team Leader / Supervisor
TCL Online Services Inc.
Aug 2021 - Sep 2024 (3 years 1 month)
Led a team of 15+ representatives, conducted performance reviews and scheduling, and implemented KPI-driven improvements that increased team efficiency by 10%.
Subject Matter Expert
TCL Online Services Inc.
Dec 2019 - Aug 2021 (1 year 8 months)
Provided advanced support and training to agents, developed call-handling scripts and SOPs, and improved first-call resolution by 15%.
Technical Support Representative
TCL Online Services Inc.
Jan 2018 - Dec 2019 (1 year 11 months)
Delivered step-by-step technical guidance achieving a 95% resolution rate and maintained accurate records to reduce repeat issues.
Product Quality Trainer
Hitachi Global Storage Technologies Philippines Corp.
Mar 2006 - Jan 2014 (7 years 10 months)
Trained QA inspectors and operators, managed training documentation and compliance, and improved product quality and team competency by 20%.
Education
Degrees, certifications, and relevant coursework
AMA Computer Learning Center - Alabang
2-Year Diploma, Computer Programming and System Design
Completed a 2-year diploma program focusing on computer programming and system design.
Tech stack
Software and tools used professionally
Availability
Location
PhilippinesAuthorized to work in
Job categories
Skills
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