I've been in the BPO industry for 4 years, handling calls, chats, and emails. Most of my experience revolves around customer service with a focus on billing. I also held a backend support position that focused on returns and refund approvals. For my Virtual Assistant journey, I started as a chat sales agent for a worldwide e-commerce website that sells gowns for weddings, debuts, and other special occasions. During the pandemic, the company underwent employee layoffs since gatherings were suspended, so they transferred me to their sister company—also an e-commerce website selling similar products—where I worked as a Social Media Support. My main goal was to assist customers with after-sale concerns such as returns, refunds, and product care. While in this position, I also took on a part-time job as a Head Manager for an e-commerce website selling various items similar to those on Amazon. My main tasks included product research and posting, and I also handled customer support over chat, assisting customers with placing orders, as well as gathering customer feedback and suggestions. My most recent experience was with a US-based primary care provider. I started as an admin assistant, creating patient profiles in their EMR, uploading patients' laboratory results, and coordinating with schools for routine laboratory scheduling. After a few months working as Admin Support, I was promoted to Practice Manager, where I managed the entire clinic virtually. My responsibilities mostly involved creating SOPs and monitoring the team's productivity. I also interacted directly with patients for scheduling visits and lab requests. I reached out to different laboratories, rehab facilities, and assisted living centers for potential partnerships with our clinic. Due to the effort and potential seen in me, the doctors I worked with decided to promote me to their Executive Assistant. My main focus here was to assist our physicians in managing their daily routines and making their lives easier by completing tasks and projects that could be handled and completed at the backend. This included contract preparation, licensing submissions, and other clients/campaign coordination.