Remote support and operations, Philippines
The cases other agents couldn't close came to me.
Customer Support Specialist • CRM & Operations Assistant • Executive Assistant • Virtual Assistant
I'm Joanne Laureta. For over 9 years I've handled the hard side of support: Tier 2 escalations, sensitive cases, and messy CRM data. Calm, documented, resolved.
Nine years of making hard things quiet
I started in structured BPO queues in 2016 and worked my way into the cases nobody else wanted. At TaskUs, I was promoted from Chat Support to Tier 2 Escalation Specialist within my first year, then spent over five years resolving thousands of sensitive cases: health incidents, legal complaints, VIP disputes. My quality score held at 95% the whole way, and I was a Top Ranking Performer every quarter from 2022 to 2025.
At RepeatMD, a B2B SaaS platform for healthcare and wellness businesses, I was the primary contact for escalated platform issues and helped clients launch their mobile apps on schedule. Today I also manage CRM data and operations for freelance clients who need their pipelines to be trustworthy again.
The thread through all of it: I stay calm, I write everything down, and things get resolved.
- Thousands of Tier 2 cases resolved, including health, legal, and VIP categories
- 15% faster team resolution through SOPs I helped build
- Fewer repeat contacts by writing complete first responses
- Cleaner pipelines across HubSpot, Salesforce, Zoho, and Shape
- Zero hand-holding needed: perfect attendance awards at two companies, remote since 2019
What I can take off your plate
Every service below comes from work I've actually done. Pricing models are starting points; the right fit depends on your volume and setup.
Email and chat support
SaaS companies and online businesses
Daily queue handling, complex account issues, and full ownership of escalations, including the sensitive ones.
- Tier 1 and Tier 2 ticket handling
- Escalation management and follow-through
- Case documentation your team can act on
Monthly retainer or hourly
CRM cleanup and management
Small businesses with messy pipelines
Deduplication, standardized formats, correct tags, and lead statuses that reflect reality.
- One-time cleanup projects
- Ongoing record maintenance
- HubSpot, Salesforce, Zoho, Shape, HighLevel
Project based or monthly retainer
Executive and virtual assistance
Business owners and executives
Inbox and calendar management, data entry, and the recurring behind-the-scenes work that keeps operations running without gaps.
- Inbox and calendar management
- Data entry and documentation
- Process documentation and SOPs
Monthly retainer
Bookkeeping support
Add-on for existing clients
Certified in QuickBooks Online and Xero (January 2026). Offered honestly as a supporting service backed by recent training.
- Bank reconciliation
- Invoices and bills in QBO or Xero
- Clean, organized records
Hourly, as an add-on
Tools I work in
Logos are trademarks of their respective owners, shown to indicate tool proficiency.
Front line to back office
Small businesses hand me their CRMs when the data stops being trustworthy. I remove duplicates, standardize formats, fix tags and lead statuses, and handle the recurring admin work that keeps daily operations moving.
Impact: pipelines clients can rely on for follow up and reporting.
B2B SaaS support for healthcare and wellness clients. Primary contact for escalated platform issues, coordinating with Product and Engineering, plus mobile app deployments configuring Discovery, Rewards, and Promotions features.
Impact: faster escalation closes and clients going live on schedule.
Promoted from Chat Support to Tier 2 within my first year. Resolved thousands of escalated cases involving health incidents, legal complaints, and VIP disputes. Helped build SOPs that reduced team resolution time by 15%.
Impact: 95% quality score, Top Ranking Performer every quarter from 2022 to 2025.
High-volume email queue covering account issues, refunds, delivery disputes, and pay adjustments. Focused on complete first responses that stopped repeat contacts.
Impact: better first contact resolution, Top Performer 2018.
Phone and email support for account setup, billing, subscriptions, and order issues. Handled retention concerns by finding root causes rather than surface fixes.
Earlier work (2008 to 2016)
Computer Shop Attendant, Bheeyolette Ihub (2010 to 2016): daily shop operations, customer service, and basic technical support. Production Worker, IQ Packaging System / Nestle NDC (2008 to 2009): machine operation and quality control. Conversion Agent, Scopeworks Asia (2008): high-accuracy transcription for back-office documentation.
Continued learning, honestly labeled
- QuickBooks Online Advanced TrainingFreelance Academy | January 2026Bookkeeping fundamentals, bank reconciliation, QBO and Xero, invoicing
- Executive Administrative Assistance CertificateHighThrive | June 2025Executive assistance, executive management, virtual assistance
- GoHighLevel Certificate of CompletionHomebased Connect | May 2025Automation sequences, email marketing, pipeline and funnel management
- E-Commerce Certificate of CompletionFreelance Academy | July 2023Amazon FBA and FBM, product research, Shopify, Helium 10, Jungle Scout
- Virtual Assistant and Social Media Marketing CertificateVA Training PH | July 2023Social media marketing, basic bookkeeping, lead generation, SEO
Work that speaks for itself
Three engagements that show how I work: real problems, documented process, measurable results. Client details stay confidential; the outcomes are on my resume.
CRM cleanup and pipeline accuracy
Multiple small businesses handed me CRMs full of duplicates and inconsistent naming. I deduplicated records, standardized formats, and corrected tags and lead statuses across HubSpot, Salesforce, Zoho, and Shape, giving clients pipelines they can actually trust for follow up and reporting.
SOPs that cut resolution time 15%
Escalation teams lose hours to inconsistent handling. I helped build internal SOPs that standardized how cases moved through the queue, reducing team resolution time by 15% while I personally held a 95% quality score across thousands of Tier 2 cases.
Mobile app launches, on schedule
Healthcare and wellness clients needed their apps configured and live on time. I supported deployment projects by configuring Discovery, Rewards, and Promotions features, and kept escalation documentation clear enough that Product and Engineering could act without back and forth.
Verified by the people I worked for
Awards earned on the job, and four professional supervisors ready to verify performance, character, and reliability on request.
TaskUs
Concentrix and TaskUs
The full record, ready for your ATS
Everything on this page is in my resume, formatted cleanly for recruiters and applicant tracking systems.
Questions employers and clients ask
Can you handle sensitive or high-pressure cases?
That was my specialty for over five years. At TaskUs I resolved thousands of Tier 2 cases involving health incidents, legal complaints, and VIP disputes, keeping a 95% quality score throughout.
Do you have real remote work experience?
Fully remote since 2019, across BPO, a B2B SaaS company, and freelance clients. I have my own reliable setup and a long record of working independently, including perfect attendance awards from two companies.
Which CRMs and support tools do you know?
CRMs: HubSpot, Salesforce, Zoho, Shape, and GoHighLevel. Support and ticketing: Zendesk, Intercom, Five9, and omnichannel platforms. I also work with Google Workspace, Notion, Trello, Asana, Slack, Okta, AWS, Datadog, and Metabase.
Do you do voice support?
My specialty is non-voice: email, chat, and back-office work. I have earlier phone support experience, but written support is where I do my best work.
Are you available full time or part time?
I'm currently open for work and set up for fully remote, self-directed engagements, the way I've worked since 2019. Full time roles, part time support, and project-based work are all on the table; the fastest way to find the right fit is a quick discovery call.
How do we get started?
Book a discovery call or email me. Tell me about your queue, your CRM, or the admin work piling up, and I'll tell you honestly whether I'm the right fit.
Hand me the queue
Hiring for a support or operations role? Need someone reliable behind the scenes of your business? Tell me what's piling up.