Jan Paula Nicolas

General Virtual Assistant

freelance

Jan 2025 - Current (1 year 6 months)

Performed accurate data entry for various clients Edited and formatted PDFs and cover pages using Adobe tools Handled email and calendar management Organized digital files and documents Provided virtual admin support remotely

Junior Customer Success Manager

Emburse

Sep 2024 - Apr 2025 (8 months)

Onboarded new clients smoothly Supported client retention and success Managed upselling and renewals Resolved client issues with internal teams Maintained strong client relationships

Account Management Associate

NovaSource Power Services

Mar 2023 - Sep 2024 (1 year 7 months)

Resolved client issues through B2B communication Managed business accounts, work orders, billing, and data entry Used Salesforce for CRM tasks Supported reporting and project delivery

Sales and Customer Service Representative

Acquire BPO

Mar 2019 - Jan 2022 (2 years 11 months)

Handled customer inquiries and complaints, achieving first-contact resolution. Managed email support for a healthcare campaign. Processed healthcare insurance for international students traveling to Australia, ensuring accurate and timely approvals. Achieved all KPIs, demonstrating consistent performance and reliability. Assisted in training new team members, enhancing team productivity.

Healthcare Account Executive

Omega Healthcare

Mar 2019 - Jan 2022 (2 years 11 months)

Managed sensitive patient data with strict adherence to HIPAA regulations, ensuring confidentiality and compliance.

T

Customer Support Representative

Task Us

Mar 2018 - Jan 2019 (11 months)

Addressed customer concerns via email and phone, maintaining a high issue resolution rate. Conducted customer surveys and escalated critical issues to ensure service improvement. Handled a blended account (email and call) for a car rental campaign, ensuring urgent matters were resolved promptly. Developed comprehensive reports on customer feedback to inform strategic decisions.

Customer Experience Associate

IntouchCX

Sep 2016 - Jan 2018 (1 year 5 months)

Provided email support for a ride-sharing campaign, maintaining SLA compliance. Managed high volumes of emails and updates, with an average response time of under 24 hours. Assisted customers with complex booking issues, cancellations, and refunds, ensuring high customer satisfaction. Identified process gaps in the email support workflow.

Jan Paula Nicolas

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