Not a generalist. Not entry-level. A specialist who spent 8 years turning frustrated customers into loyal ones — primarily on chat, with voice across telco roles — and support interactions into revenue. Customer service, sales, CRM, and admin operations that actually move the needle. The numbers followed: 9.0+ CSAT. 110%+ quota at HP.
I was charged $47 for roaming I never used. 6 years as a customer — this has never happened.
J
Reviewed your account — charge doesn't match any activity. Full $47 credit issued, roaming block added.
✓ ResolvedCSAT 5/5
agent.verizon.com · ticket #VZ-0391
CS · Retention · Verizon#VZ-0391
C
I'm not interested in upgrading. My current plan works fine and I don't want to spend more right now.
J
Totally fair. But looking at your account — you've been hitting your data cap 3 months straight. There's a plan that costs $10 less and gives you double the data. Want me to pull it up?
✓ ConvertedCSAT 5/5
store.hp.com · chat #HP-5503
Sales · Upsell · HP#HP-5503
C
I'm just looking at the HP Envy — not sure if it's worth it over the basic model.
J
If you're doing video calls and any kind of multitasking, the Envy pays for itself — OLED display, 2x RAM, and it qualifies for the current trade-in offer. Want me to run the numbers?
The kind of VA who knows the difference between a contact and a deal.
Jenard · 2026Manila, PHOpen to offers
8 years. Four U.S. brands. Consistent results. I ran customer service, sales, and CRM operations for T-Mobile, Verizon, Microsoft & Xbox, and HP — chat-primary across roles, with voice experience in telco — and consistently delivered 9.0+ CSAT. Sales-focused at HP, where I maintained 110%+ quota.
HubSpot — not just familiar, certified and proven. I built Sky, a live AI agent on HubSpot — self-initiated, fully functional. Dynamics 365 was my daily tool across 3+ years at Concentrix.
Manila-based. Fully remote. U.S. shifts built into 8+ years of documented work — open to U.K. and AU hours. HubSpot Academy certified across Inbound, Inbound Sales, and Service Hub Software, and backed by three verified Certificates of Employment.
Services offered under JM Virtual Solutions — bringing enterprise-grade CS and CRM standards to growing remote teams.
Pillar One
Customer-Facing Excellence
CS & sales that retain and convert.
Pillar Two
Operations Backbone
CRM, admin, lead gen, and pipeline management that keeps everything running.
03What I do · What I've done
Your gaps. My results.
From closing operational gaps to driving real sales numbers — here's everything I bring to your business.
Sales VA
Turn every contact into a revenue opportunity.
→Consultative selling — chat-primary, with voice experience across telco roles
→Upsell & cross-sell embedded in every interaction
Best forService businesses needing a steady, qualified pipeline without a full sales team
Admin & Operations
Operations that run without you watching
→EOD reports, activity logs & task documentation
→SOPs, knowledge bases & process write-ups
→Calendar, inbox & scheduling management
98%+ attendanceGoogle · M365 · Claude · Copilot
Best forFounders and solopreneurs doing everything themselves and running out of hours
CS in action · Real ticket samples
See full ticket responses, CSAT context, outreach sequences, and objection handling scripts — reconstructed from 8 years of real work across T-Mobile, Verizon, Microsoft & Xbox, and HP. COEs available on request.
8+ years in customer-facing roles for top U.S. telco and tech brands — with sales embedded into the HP account and service excellence across all others.
$1K–$2K
Daily revenue per shift · HP
110%+
Quota attainment · HP · monthly
140+
Contacts reached · 2-week campaign · mobile service
9.0+
CSAT across all roles
30,000+
Interactions documented — CRM always clean
98%+
Attendance rate — reliability is the standard
The repeatable method behind every number
01
Answer fast
Every contact acknowledged within the first response window
02
Diagnose root cause
Ask the right questions — never transfer before understanding the issue
03
Resolve first contact
Fix it completely on the first interaction — no callbacks, no transfers
04
Upsell with context
Offer upgrades only when they genuinely match the customer's situation
05
Log & close clean
CRM updated after every interaction — nothing falls through the cracks
Before hiring me
After hiring me
✗
Leads falling through the cracks — no system, no follow-up
✓
Pipeline organized — every lead followed up on time
✗
Customer complaints piling up, unresolved and untracked
✓
Every ticket handled professionally, resolved, and logged
✗
CRM data messy, duplicated, and unreliable
✓
CRM clean, structured, and always up to date
✗
Revenue targets missed — support calls ending at resolution
✓
Revenue targets met and exceeded — 110%+ quota at HP; upsell targets hit at HP, retention-focused across telco roles
✗
Admin tasks and reporting eating into productive hours
✓
Daily EODs, SOPs, and ops running in the background
Every one of these gaps is a problem I've already solved.
The proof is in the screenshots, the COEs, and the numbers.
Process writing · Knowledge bases · Training docs · Onboarding flows
Something else
Describe what you need — I will figure out if I can help
02
What are your biggest bottlenecks right now?
Select all that apply.
Customer inquiries going unanswered or unresolved
Slow responses · complaints · low CSAT
Leads not converting or following through
Pipeline is cold · no one following up · deals left idle
CRM is outdated, messy, or non-existent
Duplicates · missing data · no pipeline stages
No consistent outreach or lead gen system
Pipeline depends on referrals · no proactive prospecting
Drowning in admin — email, calendar, reports
Not enough hours in the day to do everything
No documentation or processes written down
Everything is in your head · nothing is repeatable without you
Something else
Describe your specific situation
03
What is your CRM situation?
Pick the closest match.
No CRM yet — tracking manually
Spreadsheets, notes, DMs, or nothing at all
Have one but it is a mess
Duplicate records · incomplete data · no clear pipeline
Organized but nothing is automated
Good data · still doing follow-ups manually
Fully set up — just need someone to run it daily
Pipeline is clean · need consistent management
04
How many hours per week do you need support?
Drag the slider — this helps estimate scope and fit.
20
hrs / week
1 hr (light)20 hrs40 hrs (full-time)
05
How urgent is this for you?
Pick the level that best describes your situation.
Critical URGENT
I need help now — this is actively costing me time or revenue
High THIS MONTH
Within the next 2–4 weeks · planning and ready to move
Medium NEXT QUARTER
No immediate rush · building toward the right solution
Low EXPLORING
Just researching options · no commitment needed yet
Your Diagnosis
→
Let’s lock in your call.
Fill in your details and I’ll get you on the calendar.
ℹ Scheduling note
The calendar below will only show availability 72 hours from your current moment onwards. This ensures I have adequate time to prepare a tailored proposal and review your quiz responses. Earlier dates will not appear as options.
Your info is only used to book and confirm your call.
Pick a time that works for you ↓
What date & time did you book?
✓ Call booked. A confirmation email is on its way to your inbox.
Have a different situation? Run the quiz again.
04CRM stack & proof of work
Three platforms, deep fluency — and the receipts to prove it.
Most VAs claim “CRM experience.” I’ve worked hands-on in all three — and back it with real artifacts, live builds, and documented results you can actually see.
HubSpot · #1 SaaS-ready
HubSpot
Best for scaling SaaS & service teams
Contacts, deals, lifecycle stages, sequences, workflows. HubSpot Academy certified across Inbound, Inbound Sales, and Service Hub Software — and home base for my Sky AI agent.
Ran a live 2-week GHL lead gen campaign end-to-end — 140+ contacts loaded, pipeline stages managed (New Lead → Contacted → Qualified → Won), SMS automations executed, appointments booked and confirmed, and daily EOD revenue reports filed. Documented revenue: $183 (Apr 25) · $330 (Apr 26).
Dynamics 365 · 3+ yrs daily use
Dynamics 365
Concentrix · Microsoft & Xbox support · COE verified
Daily operational tool for 3+ years at Concentrix on the Microsoft & Xbox account — Dynamics 365 for CRM case management, contact tracking, and ticket workflows; Teams for real-time shift coordination, escalation loops, and supervisor handoffs; Outlook for structured client comms and follow-up tracking; Excel for case volume logs, error-rate tracking, and performance reporting; SharePoint for accessing and maintaining process docs; Word for SOP write-ups and QA notes. Every shift documented, every tool used with purpose. COE from Concentrix on file.
Proof of work
CRM & HubSpot Projects
CRM · Self-Initiated Builds
HubSpot Pipeline & Sky AI Agent
Self-initiated HubSpot builds — covering sales pipeline setup, AI agent deployment (Sky), knowledge base, workflow automation, dashboard, and contact segmentation. All built hands-on to develop and demonstrate real CRM configuration skills, not walkthroughs.
Before/after documentation built in HubSpot — scenarios drawn from real pipeline and lead gen work, showing how a messy, duplicate-filled CRM gets transformed into a clean, automated workflow with proper stages and follow-up cadences.
A self-initiated HubSpot CMS project — a fully branded client-facing Help Center with 6 structured categories covering FAQs, onboarding, account management, reporting, and support. Live and accessible.
GHL Lead Gen Campaign — Mobile Service Client (US)
End-to-end lead gen campaign run inside GoHighLevel for a mobile tire service client (US): 140+ construction company contacts sourced and loaded as the target audience, pipeline managed from New Lead → Contacted → Qualified → Won, SMS automations executed, calendar appointments booked, and daily EOD reports submitted. Documented revenue: $183 (Apr 25) · $330 (Apr 26) · Total: $513.
Lead Gen · Pipeline & SMS Automation
GHL Pipeline → SMS → Booked & Won
Full-cycle execution inside GHL: pipeline stages managed from New Lead → Contacted → Qualified → Won, SMS sequences drafted and deployed, inbound replies handled in real time, leads converted to confirmed appointments, and revenue tracked in daily EOD reports. The complete outreach-to-close loop, documented.
Admin, CS & Process Documentation
Admin · Daily Ops
EOD Report & Activity Tracker
A universal VA daily toolkit built across 7 sheets — EOD report, weekly tracker, lead pipeline, task log, client log, monthly KPI dashboard, and role guide. Covers CS, Sales, Lead Gen, Admin, CRM, SMM, and Web Design roles.
Admin · Process Documentation
Standard Operating Procedures — 4 SOPs
Process documentation drawn from 8 years of real CS and sales operations — covering lead processing, customer complaint handling, EOD reporting, and client onboarding. Grounded in real workflows and self-initiated builds across CRM, lead gen, and VA management.
A self-initiated HubSpot form project embedded live on this portfolio. Every submission auto-creates a contact record in HubSpot CRM — proof of end-to-end form building and lead capture automation.
CRM · Self-Initiated Builds · 7 Builds · Lead Gen Campaign
Want to see the HubSpot work in detail?
7 self-initiated HubSpot projects — Sky AI Agent, Sales Pipeline, Knowledge Base, Workflow Automation, Dashboard, Form, and Contact Segmentation. All screenshot-documented. Live GHL lead gen campaign also on LinkedIn.
HubSpot Academy certified, Google AI Essentials certified, backed by three verified Certificates of Employment spanning 8+ years — and still adding to the stack.
HubSpot Academy · 3 certifications
All active & verifiable
HubSpot Academy
Inbound Certified
Valid: May 15, 2026 – Jun 13, 2028
HubSpot Academy
Inbound Sales Certified
Valid: May 13, 2026 – Jun 11, 2028
HubSpot Academy
Service Hub Software Certified
Valid: May 14, 2026 – Jun 13, 2027
↑ Click any tile to view the certificate
Certificates of Employment · 3 verified
Signed originals available
Click any tile to view the document
Alorica Teleservices, Inc.
Customer Service Representative
Jul 2017 – Feb 2020
Signed: Catherine Chang-De Guzman, Sr. Director HR
AFNI Philippines, Inc.
Customer Service Rep & Mentor Promoted
Jul 2020 – Jun 2022
Feb–Jun 2020: Career gap due to COVID-19 pandemic lockdown
Ref: FFP-2022-9022807 · Signed: Melanie A. Lara
Concentrix CVG Philippines, Inc.
Advisor I, Customer Service
Aug 2022 – Mar 2026
Cleared from all accountability · Issued Apr 10, 2026
Mar–present: Upskilling, certifications & building online presence
↑ Click any tile to view the document
AI Certifications · 1 earned · more in progress
Still adding to the stack
Google · via Coursera
Google AI Essentials Earned
5-course specialization · Completed: Jun 6, 2026
Introduction to AI · Maximize Productivity · Art of Prompting · Use AI Responsibly · Stay Ahead of the AI Curve
↑ Click the tile to view the certificate
AI is already part of how I work. And the credentials are catching up.
I use ChatGPT, Claude, and Microsoft Copilot daily in real work — for content drafting, writing CRM entries and follow-up sequences, and customer communication. Google AI Essentials is now certified. More formal credentials are in progress.
New certifications will be posted here as they're completed.
Sky is live — my HubSpot AI chat agent is running. Reach out anytime.
Rate & availability
RateOn discussion aligned with scope
AvailabilityFull-time · 40 hrs/wk
ShiftsU.S. · UK · AU · flexible
Frequently asked questions
Yes. I've worked U.S. shifts for 8+ years across Alorica, AFNI, and Concentrix — EST, CST, PST, no adjustment period needed. Also open to UK and AU hours.
Absolutely. A short paid trial is one of the best ways to see if we're a fit — CS scenarios, CRM builds, admin workflows, whatever you want to throw at me.
Yes — HubSpot certified × 3 with 7 self-initiated builds (AI agent, pipelines, knowledge base, workflows). For GHL: ran a live outreach campaign with 140+ contacts reached and automated SMS and email follow-up sequences.
Full-time preferred (40 hrs/wk), but open to part-time or project-based depending on scope. Let's discuss what works for your team.
Daily EOD reports as standard. I respond within the hour during business hours and document everything — tasks done, blockers, next steps. No guessing what I'm working on.
Dedicated home office in Manila. Wired LAN primary, mobile data backup. 98%+ attendance rate over 8 years — internet has never been a reason for absence.
Typically 24–48 hours after offer acceptance for roles matching my skill set. I'll be upfront if any tool needs a ramp-up, but 8 years in BPO ops means I hit the ground running.
Most VAs are generalists. I'm a specialist: 8 years of front-line U.S. brand experience, verifiable CS and sales numbers (9.0+ CSAT, 110%+ quota at HP), and real CRM builds — not just familiarity. Everything in this portfolio is documented and linked.
More pricing context & FAQs in the Knowledge Base — or just ask Sky.
