Reina presents herself as a well-rounded professional with a strong foundation in customer service and extensive experience in human resources. While she spent the last 10 years in HR and talent acquisition, she also brings nearly four years of direct experience in customer service—handling both inbound and outbound calls, as well as email support. Her background in communication-heavy roles enables her to transition effectively into a customer-facing VA position.

Relevant Experience:

• She previously worked in the BPO industry, notably handling a financial account (PayPal) where she supported customer concerns and engaged in upselling activities.
• She demonstrated familiarity with high-volume customer interaction, managing up to 60–80 calls per day.
• She also cited experience dealing with UK-based clients, showcasing her ability to handle international accounts and more complex client-facing interactions.
• Despite her long-term HR background, Reina displayed a strong interest in returning to a customer service role, noting her enjoyment in engaging with people and delivering resolutions.
• She is familiar with email management, multitasking across platforms, and has previously dealt with service recovery situations, providing examples of de-escalating concerns and converting cancellations into retained users.
• Her proactive approach—such as suggesting outbound calls and promotional offers for non-responsive leads—aligns well with the nature of the client’s needs in managing bookings and customer queries in a timely manner.
• She is able to start immediately.

• Formal, reserved, introspective, and skeptical of new people; requires “proof” to build trust in new people.
• Detail-oriented and precise; follow-through is deep and literal to ensure tasks were completed in accordance with quality standards.
• Operationally, as opposed to socially, focused. Thinks, in specific terms, about what needs to be done and how to do it accurately and flawlessly; follows, in a literal way, that execution plan.
• Careful with rules; precise, "by the book", fast-paced, and literal in interpreting rules, schedules and results.
• Detail-oriented and thorough; works to ensure things don’t fall through the cracks, and follows up to ensure they’re done properly and on time.
• Driven to achieve operational efficiencies: thinks about what needs to be done and how it can be done as fast as possible while maintaining a high-quality outcome. Impatient with routines.

Reina is a very conscientious person, particularly attentive to, careful of, and accurate with the details involved in the job. Identifies problems, and enjoys solving them, particularly within own area of expertise.

Reserved, serious, and always concerned with the exact correctness of the work. Self-discipline, sense of duty, and respect for authority and tradition are strong qualities in Reina Leonor, who takes responsibilities very seriously.