Hello There!
I'm Patricia, Your Go-To Virtual Assistant
If you're a business owner who wants to reduce workload, improve response time, and keep customers satisfied — I can step in and handle it for you.
- Faster and more organized customer support
- Less stress managing day-to-day operations
- Better customer satisfaction and retention
- More time for you to focus on growth
Trusted by previous clients, supervisors, and remote teams
Who is Patricia?
I'm Patricia Ann Fernandez, a remote Customer Support and Virtual Assistant professional with 3+ years of experience supporting international clients across SaaS, telecommunications, and healthcare industries.
Over the years, I've handled customer inquiries, technical troubleshooting, billing concerns, account management, retention, and outbound communication across voice, email, and chat. Alongside support work, I've also developed strong administrative and operational skills that naturally align with virtual assistant roles.
What I've learned is simple: good support is not just about replying quickly — it's about being clear, calm, and consistent in every interaction. I make sure customers feel heard, understood, and properly guided, while keeping processes smooth behind the scenes.
My goal is to grow as a Customer Support & General Virtual Assistant, helping businesses stay organized, responsive, and efficient every day.
"Great customer support is not just solving problems — it's creating experiences that make customers feel valued."
Tools I work with
Support & CRM
Zendesk
Gorgias
Freshdesk
Salesforce
Zoho
uManage
Stripe
Apollo
ListKitDialers & Communication
OpenPhone
Dialpad
Twilio
DialedIn
Slack
WhatsApp
Google Meet
ZoomProductivity & Admin
Google Docs
Google Sheets
Gmail
Google Calendar
Microsoft Office
Notion
Calendly
Trello
Monday.com
Dropbox
OneDrive
ShopifyAI Tools
ChatGPT
Claude AI
Gemini
Meta AI
Grammarly
Nano BananaDesign & Content
Canva
Adobe Illustrator
Wix
WordPressI can also learn new tools depending on the client's needs if required.
A track record of dependable, customer-first support.
Four roles spanning SaaS, telecommunications, healthcare, and business development — supporting U.S., Canadian, and Australian clients across voice, email, and chat.
Business Development Specialist & Closer
- Developed and executed email marketing campaigns targeting potential business buyers and investors
- Researched and generated new business ideas, prepared presentations, and pitched concepts on consultative closing calls
- Created business websites and supporting materials to professionally present concepts to prospective buyers and stakeholders
- Managed lead generation and prospect outreach to qualify buyers and drive conversion for business acquisitions
Outbound Caller / ACA Specialist
- High-volume outbound calls via Dialed In auto-dialer pitching ACA (Obamacare) health insurance plans
- Identity and eligibility verification — state of residence, active status, coverage screening
- Confirmed prospects had no Medicare, Medicaid, or employer-sponsored coverage
- Warm-transferred qualified leads to licensed insurance agents
- Consistently met and exceeded daily and weekly call-volume and qualified-transfer quotas
Customer Service Associate (Email & Live Chat)
- Tier 1 email and live chat support for a SaaS communications platform
- Helped customers with account setup, subscriptions, number management, and features
- Recognized as Top Performer for four separate months
- Handled cancellations professionally while identifying retention opportunities
- Documented detailed bug reports and escalated to Tier 2 / Engineering with reproduction steps
Customer Service & Technical Support (Voice & Email)
- 50–60 daily customer interactions via voice and email for residential and business clients
- Created and managed service tickets, technician dispatch, and connectivity troubleshooting
- Business Retention Team — saved at-risk and churning business accounts on the phone
- End-to-end account management: account creation, purchasing, and activating new services
- Recognized as one of the Top 10 Leads Performers of the Month
Sample business idea from my Business Development role.
A live sample project — Coursiqo, a premium online learning platform — built and positioned while working as a Business Development Specialist. Branding, website, course catalog, and AI-assisted support flow.
What I can take off your plate.
Pick what your business needs today — or combine them into a flexible part-time or full-time remote role.
Customer Support
Provide friendly and professional support via phone, email, and chat.
Email & Chat Support
Manage inboxes and respond to inquiries promptly and professionally.
CRM Management
Organize, update, and maintain CRM records for accuracy and better tracking.
Appointment Scheduling
Schedule and confirm appointments, manage calendars, and send reminders.
Lead Generation
Find qualified leads through calls, web research, and targeted prospecting.
Web Research
Conduct online research and gather valuable insights to support business decisions.
Administrative Support
Document management, billing, quality assurance, file organization, and general admin tasks.
Calendar Management
Manage schedules, meetings, and appointments with accuracy.
Client & Customer Relations
Handle client communication and build strong, lasting professional relationships.
Data & CRM Management
Data entry, database updating, accurate record keeping, and spreadsheet management.
Basic Website Creation/Design
Create simple, professional websites using easy-to-manage platforms.
Canva Basic Graphic Design
Create simple graphics, presentations, and branded visual content using Canva.
List Building
Build targeted lists of prospects, leads, or business contacts.
Data Entry
Accurate and efficient data entry with high attention to detail.
Google Workspace & Microsoft Office
Proficient in Google Suite and MS Office (Word, Excel, PowerPoint, etc.) for documents, spreadsheets, presentations, and collaboration.
I don't just complete tasks — I keep your business structured and running efficiently.
Six things you can count on from day one — backed by years of experience supporting real customers in fast-moving environments.
Reliable & Consistent Support
Dependable presence across every shift, ticket, and channel.
Calm & Professional Communication
Clear, warm tone that keeps customers grounded — even in escalations.
Fast Learner with New Tools
New CRMs, SOPs, and systems picked up in days, not weeks.
Detail-Oriented & Solution-Focused
Notes complete, follow-ups closed, problems actually resolved.
Customers + Backend Operations
Comfortable handling both customer-facing and behind-the-scenes work.
Customer-First Mindset
Empathy first — customers feel heard, not processed.
Verified results from real customers and teams.
A selection of customer CSAT verbatims, monthly performance awards, and a formal certificate of excellence — collected across years of frontline support work.
"Cia was super helpful and attentive. Even via chat she helped me know she was taking care of my questions. As someone who is considering using OpenPhone, her support helped give me a taste of what customer support is like. I'm very excited about becoming a full-time customer once our phone line is ported successfully!"
"Cia was amazing — I was about to deactivate my new account as it was too confusing, but she helped me with all the process and sorted the issues out. Thank you for great support!"
"I want to give a huge shoutout to our Support team — especially Cia — for delivering an outstanding experience to one of my prospects during their very first interaction with Support. Both absolutely the best — responsive with outstanding follow-up. Please share my feedback with OpenPhone leadership."
Multiple-time Strongest Performer — OpenPhone Live Chat
“Keep inspiring the team!” — Sam, Team Lead
“Congratulations for being our Strongest Performer!” — Samantha Granali
“Keep up the great work!” — Samantha Granali
“Your consistency and commitment to excellence set a great example for the team.” — Sam
Sole live chat representative for trial conversions.
I was the sole support representative managing live chat for trialers — assisting customers during their trial period and providing exceptional support that encouraged them to transition from trial users into paid customers.
Top Leads Referrer — 106 Leads
Awarded by Concentrix · Enterprise Business Delivery — Dec 2023
Enterprise Business Delivery — Optus
Awarded by Concentrix · Vector One Building, Alabang
"Just as long as Patricia is the customer service person who answers the phone, you will have an excellent customer service experience. Patricia was very helpful and super calm when I was a little frustrated initially due to my NBN service dropping out. Patricia gave me the correct technical solution and as a result I was up and running again in about 10 minutes. Please pass on my appreciation to Patricia — she is an asset to Optus. Thank you Patricia!"
Customer quotes are real verbatims captured from internal recognition channels (#op-kudos, Praise) during my time supporting OpenPhone via Peak Support. Names of customers are abbreviated to respect privacy.
Ready to lighten your workload?
If you're looking for a reliable Customer Support or Virtual Assistant professional who can help your business stay organized, responsive, and efficient — I'm ready to support you.
📩 Let's work together and make your operations easier.
Get in Touch
Reach me directly through any of the channels below — I'll reply as soon as possible once I receive your message.
Flexible hours — my availability depends on your time zone, partner. Whether you're in the U.S., Canada, Australia, or anywhere else, I'll adjust my schedule to align with yours.