About the Candidate

JESSA JOY CUMBIS

Taguig City, Metro Manila
[email protected]
+639-688801286

Experienced and dedicated Home Concierge Service Virtual Assistant
with a proven track record of providing exceptional support to
homeowners. Skilled in managing household schedules, coordinating
maintenance and repair services, and handling confidential information
with utmost discretion. Proficient in home management terminology and
adept at liaising with service providers to ensure seamless operations.
Effective communicator with a commitment to delivering high-quality
service in a virtual setting.

EDUCATION

Hotel and Restaurant Associate
Th Fisher Valley College Taguig
2019

BS Tourism
LYCEUM of the Philippines Intramuros
2015

TOOLS

Ring Central
Regal Voice
Front
Quick Base
Slack
Skype
Google Apps (Docs, Drive, Calendar,
Sheets, etc.)
MS Office (Word, Excel, PowerPoint)

SKILLS

Customer and Client Support
Detail Oriented
Self-Motivated
Proficiency in relevant software and
tools
Adaptability and flexibility to changing
situations
Knowledge of the in-home repair or
construction industry
Basic computer skills and experience
with CRM software
Excellent communication skills; an
active listener, have the ability to adapt
communication style to the listeners,
show respect and empathy, and
understand nonverbal messages and
inspire others
Deadline-driven with time management
and organization skills
Excellent problem-solving and
negotiation skills
Proven experience in a leadership role,
with a focus on team development and
performance management.
Strong problem-solving abilities and a
proactive approach to addressing
challenges.
A commitment to upholding the values
of the company and delivering
exceptional customer service.
A genuine passion for cultivating a
positive and productive team
environment.

WORK EXPERIENCE

Househappy with MicroSourcing | August 2024 – April 7, 2025
Assistant Operations Manager

Play a critical role in ensuring the seamless execution of all operational functions for Team
Philippines
Lead agents and responsible for performance and process adherence for agents performing
Vendor Search activities
Review jobs in vendor search. If the job has been in vendor search for more than 48 hours,
work with the lead concierge to resolve
Quality check jobs in queue for complete info, collaborate with the team to ensure all
necessary information is listed on service request
Back up for Vendor Search agents (illness, PTO, position vacancy).
Monitor key performance indicators and implement corrective actions as needed.
Assist in evaluating the performance of the team and complete appraisals. Coach and counsel
team members individually and together toward improved performance.
Provide coaching and support to team members, helping them develop their skills and
knowledge.
Lead by example, demonstrating a strong work ethic and a dedication to excellence.
Motivate and guide team members to achieve their full potential and meet performance goals.
Collaborate with management to identify areas for process improvement and implement
solutions.
Lead and mentor the operations team to foster a culture of excellence and continuous
improvement.
Identify opportunities for cost savings and operational enhancements.

Househappy | June 2020 – October 2021
Team Lead

August 2021 – Responsible for training new hires, creating training modules, managing team
emails, QC of engagement/welcome call sourced jobs, creating scorecards, auditing calls,
answering questions, and ensuring efficient call handling.
Receptionist (Inbound calls/Virtual Assistant)
February 2021 – August 2021 Ensured positive first impressions by answering 80% of inbound calls
within 20 seconds and maintaining 90% availability in the queue
Started as a Welcome Caller
July 2020 – February 2021 Cold-calling new customers to build strong customer relationships.

SITEL Phil. | May 2014 – January 2016
Sourcing Department
Recruitment Associate
Assisted Offshore Recruitment for two months
Managed Employee Referral Program

Harte Hanks | 2012 – 2014
Barnes and Noble | Technical Support Representative
Samsung Electronics America | Technical Support Representative
MLB.com | Product, Billing, Email, and Technical Support Representative

TELUS Phil. | 2010 Harte Hanks
Samsung Electronics America | Technical Support Representative