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RM@rojemmolina
Experienced virtual assistant and fulfillment specialist with 20+ years in customer service and BPO operations.
PhilippinesI am a seasoned general virtual assistant and fulfillment specialist with over 20 years in the customer service and BPO industry, experienced as both agent and supervisor. My background spans order processing, billing, quality assurance, technical support, and team leadership across multiple global firms.
I currently serve as a Global Fulfillment Coordinator where I manage order processing, billing accuracy, and stakeholder communication to ensure error-free fulfillment. Prior roles include quality assurance analyst, technical support representative, and team leader, giving me a strong perspective on both frontline execution and supervisory oversight.
My core strengths include attention to detail, continuous improvement, and analytical problem solving; I am proficient in MS Excel and experienced with Oracle CRM and Salesforce systems. I also have basic PC networking and Windows administration skills, plus foundational knowledge in Robotic Process Automation.
I pursue efficient, process-driven solutions and have completed Lean Six Sigma and Agile-related trainings to support operational excellence. I bring reliability, adaptability, and a results-oriented mindset to teams seeking accurate execution and service improvement.
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Work history, roles, and key accomplishments
REManage order processing and billing to ensure error-free fulfillment, performing accurate computations and stakeholder coordination to maintain high-quality service.
REProvided customer and technical support across products, resolving issues and maintaining service quality for enterprise customers over a multi-year tenure.
Zipcar
Mar 2017 - Jun 2017 (3 months)
Performed quality assurance on service delivery, evaluating agent performance and processes to ensure compliance with standards and improve customer experience.
Project Nyx
Apr 2016 - Mar 2017 (11 months)
Delivered healthcare-related support services, handling patient or client inquiries and administrative tasks to support clinical operations.
Stellar Philippines
Sep 2014 - Jan 2016 (1 year 4 months)
Led flight and customer service teams, managing performance, coaching agents, and driving service improvements for Jetstar Flights and CDS accounts.
VW
Mar 2012 - Sep 2014 (2 years 6 months)
Provided technical support for Volkswagen products, troubleshooting issues and guiding customers to resolution while maintaining documentation of incidents.
Hinduja Global Solutions
Sep 2006 - Feb 2012 (5 years 5 months)
Managed helpdesk and ISP support teams across multiple projects, supervising agents, ensuring SLAs, and driving operational improvements.
Nets77
Oct 2004 - Apr 2006 (1 year 6 months)
Led QA activities, designing evaluation criteria and coaching staff to improve service quality and compliance with operational standards.
Nets77
Jul 2004 - Oct 2004 (3 months)
Handled advanced technical helpdesk issues, providing escalated support and mentorship to junior staff to resolve complex customer problems.
Sony
Apr 2003 - Jul 2004 (1 year 3 months)
Delivered technical support for Sony products, troubleshooting hardware and software issues while maintaining high customer satisfaction.
Degrees, certifications, and relevant coursework
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