Open to opportunities

Sheena Rose Lucena

@sheenaroselucena

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Virtual Assistant and administrative professional delivering reliable, detail-focused support in fast-paced teams.

Philippines

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What I'm looking for

I’m looking for a remote Virtual Assistant/admin role where I can support structured, fast-paced teams with calendar management, document organization, email handling, and workflow coordination. I want clear priorities, reliable communication, and opportunities to improve processes.

I’m a results-driven Virtual Assistant and administrative professional with 3+ years of experience supporting structured, fast-paced teams. I’m known for being reliable, proactive, and highly adaptable, bringing strong attention to detail and clear, professional communication even under pressure.

My background includes two years in a government agency and over a year in a high-volume BPO telco account, where I supported operations through accurate recordkeeping, document organization, and workflow coordination. In customer-facing roles, I handled high volumes while maintaining quality standards—whether resolving booking and accommodation concerns, updating client accounts with minimal data errors, or processing workflow requests with empathy and speed.

I bring practical expertise across calendars, emails, documentation, and task coordination, supported by strong tools knowledge in Google Workspace, Microsoft Excel, CRM systems, and collaboration platforms. I’m at my best when I can streamline processes, keep work organized, and help teams deliver smooth customer experiences.

Experience

Work history, roles, and key accomplishments

Operations Customer Expert I

Teleperformance Philippines

Mar 2026 - May 2026 (2 months)

Provided back-office support for travel and accommodation concerns by responding to emails from travelers and business partners. Coordinated with hotels and properties to resolve booking issues including refunds, penalty fee waivers, date modifications, late check-ins, and guest name corrections.

Customer Support Case Handling Booking Issue Resolution Refund Policy Coordination Attention To Detail Professional communication

Customer Service Representative

IQor Philippines

May 2021 - Jun 2022 (1 year 1 month)

Created and maintained client accounts by accurately recording and updating customer information for high-volume daily transactions. Resolved customer complaints by identifying root causes, explaining solutions, and coordinating corrections while meeting call center productivity and quality standards.

Customer Support Client Account Management Complaint Resolution Root Cause Analysis Communication Skills Quality Standards

Auxiliary Service Worker

National Library of the Philippines

Feb 2019 - Mar 2021 (2 years 1 month)

Supervised and organized contractor documentation by maintaining accurate, up-to-date filing of building contractor requirements. Supported library events and meetings through setup, coordination, and administrative assistance aligned with departmental operational needs.

Document Management Filing & Records Administrative Support Event Coordination Contractor Documentation Scheduling Setup Support Attention To Detail Team Support

Process Associate

Genpact

Oct 2018 - Feb 2019 (4 months)

Processed workflow requests across product, application, spam, and appeals channels while ensuring compliance with policy compliance guidelines. Delivered timely, accurate resolutions with clear and professional customer communication supported by empathy and speed.

Workflows Policy Compliance Case Management Customer Communications Accuracy & Speed