Open to opportunities

Sheila Villanueva

@sheila0521

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Passionate Tech Support and Virtual Assistant Dedicated to Your Success!

Philippines

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What I'm looking for

I am looking for a role that values continuous learning and offers opportunities for professional growth.

What sets me apart is my genuine passion for helping others succeed. I'm committed to providing top-notch customer service, making your satisfaction my top priority. I'm patient, empathetic, and understand the importance of clear communication to ensure that your needs are not only met but exceeded.

In addition to my technical expertise and virtual assistance skills, I'm a quick learner who stays up-to-date with the latest industry trends. I'm always eager to expand my knowledge and adapt to new technologies, ensuring that I can provide you with the most relevant and innovative solutions.

If you're searching for a dedicated Tech Support and Virtual Assistant who can tackle any challenge with a smile, look no further. Let's team up and achieve greatness together! Contact me today, and let's embark on this exciting journey of success.

Experience

Work history, roles, and key accomplishments

Product Support Expert

Podium

Apr 2023 - Feb 2025 (1 year 10 months)

Provided advanced troubleshooting for VOIP issues, managed escalation cases, and assisted business customers with phone configurations. Developed tickets for engineering teams and ensured effective communication throughout the support process.

VoIP Troubleshooting Customer Service Technical Support Ticketing Systems

Virtual Assistant

Market JD

Sep 2021 - Sep 2023 (2 years)

Managed content through WordPress, performed project management tasks, and assisted with SEO and social media scheduling.

WordPress Project Management SEO Social Media Management Content Management

Quality Assurance Manager

BrandBastion

Jan 2017 - Mar 2023 (6 years 2 months)

Helped with the quality of natural language processing software and assisted in removing security threats, competitor's promotion, spam, and phishing attacks within 8 minutes 24/7 of our client's social media posts.

Quality Assurance Team Management Process Development Social Media Moderation Content Moderation

Training Manager

Meridian Remote Teams

Feb 2021 - Jan 2023 (1 year 11 months)

Led training and development for an offshore customer support team, created training materials, and collaborated with product teams to update knowledge bases and training resources.

Training And Development Project Management Content Creation Team Leadership

Question Processor - Content Moderation

Course Hero

Sep 2018 - Sep 2021 (3 years)

Helped to improve tutor quality with new policies and processes developed with the rollout of new expert tutor community initiatives, achieving SLA for question processing, and helping in the second layer of processing that focused on removing bad questions from the live queue to improve quality.

Content Moderation Process Development Process Improvement

Education

Degrees, certifications, and relevant coursework

AMA Computer University

Bachelor of Science, Computer Science

2001 - 2006

Studied the principles of computer science, focusing on programming, systems analysis, and software development. Developed skills in troubleshooting and technical support, which have been applied in various professional roles.