General Virtual Assistant, Customer Service, Appointment set

I am Florence Malinao, a dedicated Virtual Assistant with 8 months of experience providing crucial support to financial advisers. I specialize in handling administrative tasks, client communication, scheduling, and research, ensuring smooth operations and enhancing client satisfaction.

I bring over 7 years of experience in managing inbound customer service calls for U.S.-based clients. During this time, I have effectively supported customers across diverse inquiries, including billing, technical assistance, account management, and general service issues. My role demanded exceptional communication skills, patience, and a strong focus on efficiently resolving problems while ensuring outstanding customer satisfaction. I consistently achieved key performance indicators such as call quality, first-call resolution, and customer satisfaction ratings. This extensive experience has given me a thorough understanding of U.S. customer expectations and the ability to remain calm and professional in high-pressure situations.

Over the past 2 years, I’ve gained solid experience as a cold caller and appointment setter, engaging with prospects across a range of industries. My role involved making high-volume outbound calls, presenting products and services, qualifying leads, handling objections with professionalism, and securing appointments for the sales team. While I utilized scripts when appropriate, I also adapted my approach to align with each prospect’s tone and response. I consistently exceeded daily and weekly targets, kept detailed records using CRM tools, and played a key role in driving a healthy sales pipeline. This experience strengthened my communication, persuasion, and time management skills and built my confidence in converting cold leads into valuable opportunities.