Ana Serdeña – Subject Matter Expert

I am Ana Marie Serdeña, was fondly called Anmar. A church lady popped this name for me after being water-baptized in a Christian Community. I am the eldest and the only girl in the brood of four. The upbringing of my precious parents molded me to be the goal-getter, forward planner, multi-tasker, and responsible that I am right now.

I graduated with a degree in Advertising and Public Relations from the Polytechnic University of the Philippines. I knew that things would go digitally active back then. My curiosity in BPO led me to explore opportunities working as a technical support specialist for years with Teletech International and took a part-time job with Megaworld as a Marketing Associate in Eastwood. I enjoyed designing for event collaterals, preparing small and medium business invites, and bringing Eastwood-wide advisory for marketing events. At the age of 21, I realized the idea of earning and learning within your comfort is way better than being out of reach from your family and loved ones because you are either commuting way home or just too pressed with your deliverables and tasks in the office.  I valued the experience I had, juggling between, being a working student and finishing my college degree, and at the same time fulfilling my heart duties of providing for my family. I earnestly prayed for online job opportunities, expanded my social network, and started up my small online selling.

My father had a mild stroke in 2022. In the same year, my mum passed away and I had to send two of my brothers to college. I knew in my heart that my mum would be happy to see if all of us will be able to finish college. Having this mindset, I stood up to the challenge and choose to be ambitious and courageous so that things will turn out well. You got to first believe that things will go well and that you are equipped to face them.

Gladly, I got promoted as Senior Subject Matter Expert for an Australian Telco. The internal tools we use have sensitive customer records and a complex CRM set up which immersed me to be more reliable in keeping security and privacy as a priority.  I ensure I complete customer requests from order entries to post-bill inquiries, end-to-end case management, and great sales practice. With the trust earned they’ve given me the grace to work from home, virtually connected in team meetings, be smart in time management, generate neat and valuable reports, and best execute this to life, this would tag me as an excellent Virtual Assistant.

I am highly skilled in customer service support, assisting difficult conversations with clients, polite objection handling, responding to high-level escalations, giving ideas for automation, training front and back of house staff, creating content for operations, and acing KPIs and recognised consistent top consultant will add value for Virtual Assistant Team.

I knew that all heartbreaks have their breakthroughs – and joining your team is one!

I am ready to thrive with Virtual Assistant Team.

For a copy of Ana’s resume please click here.