Farrah Alfonso

Managed the full lead-to-client intake cycle, including lead qualification, consultations, CRM upkeep, and front-line support. Coordinated onboarding with welcome materials, ensured timely client updates, and handled disengagement steps professionally.

Planned and delivered VA Academy training by building training strategy, creating course content, and setting performance metrics for ongoing improvement. Led aftercare support by defining mentoring standards, overseeing aftercare system use and data integrity, and reporting outcomes to stakeholders.

Facilitated seller academy training sessions and supported onboarding and aftercare through client calls. Developed training materials and schedules, tracked course completion and issues, and led/teamed up with technical trainers to improve program effectiveness.

Managed client service operations with CPAs and accounting teams across Hong Kong, Shanghai, and Tokyo offices. Oversaw CRM and invoicing systems, developed KPI reporting, improved operational efficiency through processes, and mentored client service staff.

Created Amazon UK product sourcing plans and submitted deals across categories based on supplier and market criteria. Managed shipment and cost tracking, supported wholesale application processes, and evaluated product profitability using multiple online analytics tools.

Set up and customized a CRM from scratch to support company workflows, including lead tracking and follow-up automation. Migrated client and financial data from QuickBooks, integrated tools, managed segmented CRM email campaigns, and trained users to adopt the system.

Served as a focal point for client services and internal U.S. CPAs, managing CRM/invoicing records and client needs. Triaged client questions and escalated issues to appropriate teams while maintaining client relationships and planning team workload.

Managed business permits, corporate registrations, and annual compliance requirements. Monitored regulatory updates, ensured clients met licensing and tax/reporting deadlines, and supported service improvements to enhance profitability and marketability.

Managed global key account customer inquiries and coordinated with internal and external stakeholders to support smooth sales operations. Resolved complaints, monitored inventory levels, and handled urgent export orders and supporting logistics documentation.

Supervised call center operations by selecting, orienting, training, and coaching team members while enforcing client and internal policies. Monitored daily performance against QA targets, conducted audits, improved processes, and supported escalated customer calls.

Provided sales support and customer service, meeting daily targets while ensuring quality assurance standards. Booked travel reservations via global distribution systems, handled changes and cancellations, and served as an SME for resolution and retention.

Managed office services and administrative workflows, including payroll preparation, correspondence control, and filing systems. Provided administrative support to lawyers by preparing legal documents and scheduling appointments and deliveries of client filings.

Earned a Bachelor of Science in Computer Science at the University of the Immaculate Conception.