HERBERT GIL A. LA ROA
Kidapawan City, Cotabato
Value Statement: Experienced working in fast-paced environment demanding strong organizational,
technical, and interpersonal skills. Trustworthy, ethical, and discreet; committed to superior customer
service. Confident and poised in interactions with individuals at all levels. Detail-oriented and able to
multitask effectively.
Summary of Qualifications:
1. As a supervisor, I provided guidance, instructions, direction and leadership to the team to achieve
aligned results. I also reported to the operations manager or account manager of the quantitative and
qualitative results to be achieved as well as provided employees with frequent and effective performance
feedback and coaching and worked with employees to correct any performance problems
2. As a quality assurance analyst, I monitored agent calls against quality compliance policies and
procedures as well as in-charged in improving, evaluating and reporting to ensure client standards are
maintained and/or exceeded
3. Also ensured that all data is collected accurately and documented completely during the transaction
Professional Experience
July 2018 – February 2022
Myoutdesk, LLC
Homebased
General Virtual Assistant – Database Management, Admin Support
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Main task includes watching out for CMA requests sent by Zillow, pre complete template and
assign requests to US analysts via Boomtown/Freshdesk
Updated client’s pre listing website and send CMA completion report
Input leads sent from Supra email to Agent Legend
Generated and send MOJO stats report of ISA’s
Updated Market Analyst tracker
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PROGAMS & TOOLS:
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Boomtown, freshdesk, Transaction Desk, Agent Legend, Zillow, Gmail, ARMLS,
TARMLS, flexmls, MARICOPA, Google sheets, tinyurl, Agent Legend, MOJO, Flood
Zone Map, Followup Boss, Wordpress
July 2017 – April 2018
Myoutdesk, LLC
Homebased
General Virtual Assistant – Database Management, Admin Support
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Managed client’s email and calendar coordination as well as multitude of admin tasks, completion
of BPO orders, web based research and anything client asks to support admin. Managed client’s
Real Estate accounts like for ASSET companies
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PROGAMS & TOOLS:
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cPanel, wix, G-suite, bpoForms, Zillow, Streeteasy, Trulia, NYMLS, flexmls,
propertyshark,
February 2017 – June 2017
Upwork
Homebased
Part Time Virtual Assistant
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Updated client’s online store by adding product items, description, pricelist through Wordpress
Managed client’s pricelist through excel
Edited photos for quality purposes to be used on the online store using Adobe Photoshop
February 2016 – December 2016
Elite Aerospace Services
Homebased
Lead Generation
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Conducted outbound calls with at least 300 dials a day and presented materials to accredited
investors for their review for potential investments in the aerospace industry
Followed call flow guidelines and provided sales opportunity to the leads
February 2014 – September 2015
Team Manager/Supervisor/Lead
SYNNEX - Concentrix
Davao City, Davao del Sur
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Supervise new hires and provided operation guidelines, instructions, directions and leadership
Assisted agents and reminded of the company policies
Provided employees with frequent and effective performance feedback and coaching and worked
with employees to correct any performance problems
March 2013 – February 2014
SYNNEX - Concentrix
Davao City, Davao del Sur
Quality Assurance Specialist
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Monitored agent calls against quality compliance policies and procedures
Reviewed Quality parameters and calibration and made changes whenever necessary in
consultation with the different business units
Updated progress on operations and quality activities
August 2010 – March 2013
SYNNEX - Concentrix
Davao City, Davao del Sur
Senior Technical Support Expert
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Assisted Tier 1 agents and provided technical solutions to the customers
Answered call escalations and ensured that customers receive the highest level of customer
service satisfaction in every transaction
August 2009 – February 2010
SYKES Asia, Inc.
Cebu City, Cebu
Quality Assurance Coordinator
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Monitored agent calls against quality compliance policies and procedures
Reviewed Quality parameters and calibration and made changes whenever necessary in
consultation with the different business units
May 2008 – August 2009
SYKES Asia, Inc.
Cebu City, Cebu
Technical Support Representative
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Answered on average 20-30 customer calls per day and provided first call resolution to client
inquiries on technical issues by using active listening skills and thorough knowledge of company
products/service
Completed every transaction by following call flows or call guidelines set by the client
Relevant Training:
General Admin Virtual Assistant - training knowledge
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BPO 101
Create listing flier
Maintaining real estate social media accounts
Zillow renovation guidelines
Portfolio:
Wordpress link: www.reallysomething.ca
Video Editing Project Link: https://www.youtube.com/watch?v=S8uY-VSku-4&t=2s
Education
June 2004 – March 2008
North Valley College Foundation, Inc.
Kidapawan City, Cotabato
Bachelor of Science in Nursing
 Exemplary Editor-in-Chief Award
Recognition/Awards:
> Concentrix One of the Top 50 Performers for the Year 2012
> Concentrix One of the Top 50 Performers for the Year 2011
> Concentrix Top Performer for the 2nd Quarter – March 2011 to May 2011
> Concentrix Top Performer for the 1st Quarter – December 2010 to February 2011
> SYKES's Project Southeast Top 2 Quality Assurance Coordinator - November 2009
> SYKES's Project Southeast Top Quality Assurance Coordinator - October 2009
> SYKES's Project Southeast Top Agent - August 2009
> SYKES's Project Southeast Top Agent - July 2009
> SYKES's Project Southeast 2nd Top Agent - June 2009
> SYKES's Project Southeast 3rd Top Agent - May 2009
> SYKES's Project Southeast 2nd Top Agent - March 2009