MAUREEN DIANA BORNEA
Summary
Customer Service Professional with 13 years of experience delivering exceptional client support. Proven track record in enhancing team performance, fostering customer loyalty, and building strong relationships with internal and external stakeholders. As an eCommerce and dropshipping manager and top-tier virtual assistant for over eight years, I’ve consistently boosted productivity, streamlined operations, and delivered high-quality results in fast-paced, remote work environments.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Virtual Assistant and Customer Support
Fashion Formula
, UK
10.2021 - 06.2025
- Assisted customers and well-known fashion brands with fabric printing sales concerns, refunds, and returns.
- Handled over 2,000 inquiries, achieving 95% retention and 92% first-contact resolution.
- Collaborated with team members to share best practices and improve service quality.
- Identified opportunities for upselling additional products or services based on customer needs.
Customer Service Representative
CDKeys
, UAE
10.2022 - 04.2025
- Handled 100+ player inquiries daily via email and chat in a fast-paced, metrics-driven environment, ensuring quick resolutions and high satisfaction.
- Resolved over 2,000 monthly cases on refunds, purchases, and accounts using Zendesk, CRM, and Magento.
- Collaborated with the development team to report bugs and player feedback, leading to a 20% reduction in complaints.
Advertisement Reviewer
EDO
, US
03.2017 - 10.2024
- Analyzed ad data and market trends with major companies to identify top-performing creatives and placements, boosting sales and informing commercial strategy.
- Measured TV ad impact and viewer engagement across linear and streaming platforms using EDO, optimizing campaign effectiveness.
E-commerce Customer Support
Zeus Marketing
, US
08.2020 - 08.2021
- Provided customer support for a 6-7 figure dropshipping store, handling returns, tracking, and order issues, and increasing sales conversions.
- Resolved over 140 daily inquiries across email and chat using Gorgias, maintaining a 95% customer satisfaction rating.
Virtual Assistant
Hendricksendesign
Miami
04.2016 - 04.2020
- Provided virtual assistant support through content writing, research, and digital marketing strategies to attract customers.
- Managed over 5 Shopify and print-on-demand stores, increasing monthly sales through 1,000+ product listings.
- Generated 5,100+ high-value leads while handling social media accounts, significantly enhancing lead quality.
- Entered 10,000+ sensitive customer records to ensure data integrity and compliance.
Customer Service Lead
Chasebest Ecommerce
, US
08.2018 - 10.2019
- Supervised a team of 5 customer service representatives to ensure exceptional service standards.
- Trained new and current team members through effective onboarding, cross-training, and day-to-day guidance.
- Managed social media accounts, increasing followers by 40% through targeted strategies.
- Managed product listings and supplier communications, boosting fulfillment efficiency.
- Curated top-performing products based on user feedback to minimize return rates.
- Conducted market research and competitor analysis to determine pricing strategies.
General Virtual Assistant
Keynote.ae
Miami
11.2017 - 06.2018
- Contributed to a 10% increase in productivity by assisting managers with daily operations.
- Coordinated workflows for Bitcoin and cryptocurrency projects, ensuring timely completion.
- Executed administrative tasks including social media monitoring, web research, and email management.
- Conducted research on potential leads for new business opportunities.
Listing and Citation Manager
Local Leader
, US
09.2016 - 11.2017
- Sourced and verified business listings across over 50 directories to enhance search engine visibility.
- Developed strategic registration plans for niche directories, increasing accuracy and reducing misdirects.
Sales and Billing Representative
AT&T | Sutherland Global Services
01.2012 - 01.2016
- Handled high volumes of customer calls, resolving billing issues for over 1,000 customers weekly, while supporting AT&T services, promotions, and technical concerns.
- Promoted and sold AT&T products, ranking among the top performers and achieving the 3rd highest monthly DirecTV sales.
- Provided accurate account updates and escalated complex issues to ensure timely resolution and customer satisfaction.
- Reviewed and processed customer invoices, credits, and payments accurately.
Education
Bachelor of Science in Hotel And Restaurant Management - BSHRM
Southern Christian College
Philippines03-2012
Skills
- E-commerce and dropshipping management
- Excellent communication skills
- Product listing optimization and marketing strategies
- Market research and analysis
- Team leadership and problem-solving skills
- Negotiation and mediation
- Client relationship management
- Computer and Excel proficiency
- Empathy and interpersonal skills
- Critical thinking and creativity
- Social media management
- Shopify expert
Certification
- Certificate in Freshdesk Product Expert Certification for agents
- Certificate of completion for "How To Become A Shopify Expert (From Zero To Hero !)
- Housekeeping attendant - Apo View Hotel
- Food and beverage attendant - Grand Men Seng Hotel
References
References available upon request.
Timeline
Customer Service Representative
CDKeys
10.2022 - 04.2025
Virtual Assistant and Customer Support
Fashion Formula
10.2021 - 06.2025
E-commerce Customer Support
Zeus Marketing
08.2020 - 08.2021
Customer Service Lead
Chasebest Ecommerce
08.2018 - 10.2019
General Virtual Assistant
Keynote.ae
11.2017 - 06.2018
Advertisement Reviewer
EDO
03.2017 - 10.2024
Listing and Citation Manager
Local Leader
09.2016 - 11.2017
Virtual Assistant
Hendricksendesign
04.2016 - 04.2020
Sales and Billing Representative
AT&T | Sutherland Global Services
01.2012 - 01.2016
Bachelor of Science in Hotel And Restaurant Management - BSHRM
Southern Christian College
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