MFMarwin Franco
@marwinfranco
Remote-ready virtual assistant and customer support specialist with 7+ years' experience.
PhilippinesWhat I'm looking for
I am a remote-ready Virtual Assistant and Customer Support Specialist with over seven years supporting global clients across logistics, food delivery, banking, and influencer marketing. I specialize in email, chat, and phone support, quality assurance, KPI tracking, data management, and process optimization, and I consistently deliver strong performance as a Subject Matter Expert and quality analyst.
I have led quality audits, analyzed performance data, prepared reports, coordinated influencer campaigns, and managed escalations while meeting KPIs in fast-paced remote environments. I work independently, manage competing priorities, and focus on improving processes to enhance customer experience and operational efficiency.
Experience
Work history, roles, and key accomplishments
Quality Analyst
TaskUs Philippines
Mar 2018 - Present (7 years 11 months)
Conducted quality audits and KPI compliance reviews, analyzed performance data to produce reports, and served as SME supporting agents and resolving escalated customer inquiries across email, chat, and phone.
Influencer Marketing Specialist
Raycon Global
Mar 2023 - May 2025 (2 years 2 months)
Managed influencer outreach and coordination, tracked campaign performance and prepared reports, and coordinated content schedules while ensuring brand compliance.
Customer Service Representative
Alorica Philippines
Jun 2017 - Jan 2018 (7 months)
Handled international shipping inquiries and complaints for a logistics client (UPS), provided resolutions and cross-trained between shipping and brokerage departments to improve service coverage.
Customer Service Representative
iQor Philippines
Dec 2015 - Dec 2016 (1 year)
Provided billing, activation, and account support while maintaining customer data confidentiality and meeting service KPIs in a high-volume contact center environment.
Education
Degrees, certifications, and relevant coursework
Gonzalo School of Arts and Trade
National Certificate II, Consumer Electronics
Completed Consumer Electronics NC II certification focusing on practical skills in electronics and device maintenance.
San Carlos National High School
High School Diploma, General Secondary Education
Completed secondary education with a high school diploma covering general academic subjects.
Availability
Location
PhilippinesAuthorized to work in
Salary expectations
Social media
Job categories
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