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Available For Remote Operations & Support Roles

Operations Professional  ·  Customer Experience  ·  Training & Process Improvement

Your reliable VA & operations support
partner — from day one.

Senior operations, customer experience, and training professional with 15+ years of experience supporting customers, stakeholders, and teams across the US, Canada, and Australia. I help businesses stay organized, responsive, and running smoothly.

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15+
Years Of Experience
10+
Global Brands Supported
Multi-Awarded
Trainer Of The Year
Professional remote work setup
Remote-Ready
Available Now
Freelance · VA · Support
Meet Eudino
Watch My Introduction

Get to know me before we work together. Watch a short introduction where I walk you through my background, what I offer, and how I can help your business.

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Intro Video
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Intro Video
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What I Do
Operational Capabilities

Operations & Administrative Support

Workflow coordination, reporting, scheduling, documentation management, and operational follow-through across fast-paced remote environments.

Customer Experience & Escalation Handling

Multi-channel customer support, issue resolution, triage, escalation management, and communication across email, chat, SMS, and phone support.

Executive & Team Support

Inbox management, calendar coordination, task prioritization, follow-ups, stakeholder communication, and organizational support.

CRM & Documentation Management

Case tracking, CRM maintenance, SOP creation, onboarding documentation, reporting, and process organization.

Training & Onboarding Support

Onboarding readiness, training coordination, recruitment screening, process guidance, and operational support for training environments.

Remote Operations Support

Independent remote work execution with structured communication, accountability, organization, and operational consistency.

Proof & Credibility
Selected Experience
Bose Corporation
Training Manager & Product Trainer
Supported onboarding readiness, training coordination, recruitment screening, reporting, operational transitions, and process documentation.
Sony Corporation
Technical & Customer Support
Handled technical troubleshooting, escalation management, and multi-channel customer support operations.
POS & SaaS Operations Support
Service & Support Operations Specialist
Managed high-volume support environments involving triage, escalation handling, operational follow-through, and workflow coordination.
$
Shopify E-Commerce Support
Virtual Assistant · E-Commerce
Handled customer support, refunds, exchanges, order coordination, fulfillment support, and backend Shopify-related tasks.
Telecommunications Support
AT&T & Bell Canada
Delivered technical troubleshooting, billing assistance, account support, and customer issue resolution.
Communication
Support Channels
Voice / Phone
Inbound & outbound voice support across global markets
Email
Professional inbox management & customer correspondence
Chat
Real-time live chat support via helpdesk & messaging platforms
SMS
Text-based customer communication & follow-up
Day-To-Day Execution
Core Expertise
Administrative & Executive Support
  • Inbox and calendar management
  • Scheduling coordination
  • Follow-ups and reminders
  • Meeting coordination
  • Documentation organization
Operations & Workflow Support
  • Case tracking and follow-through
  • Reporting and operational updates
  • Workflow coordination
  • Process documentation
  • SOP creation and maintenance
Customer Experience & Support
  • Multi-channel communication
  • Escalation handling
  • Customer issue resolution
  • Technical troubleshooting
  • Triage and prioritization
CRM & Systems Support
  • CRM management and cleanup
  • Ticketing systems
  • Data entry and organization
  • Knowledge base documentation
  • Platform adaptation and learning
Training & Onboarding
  • Training coordination
  • Onboarding support
  • Recruitment screening
  • Readiness tracking
  • Presentation and documentation support
Technology
Tools & Platforms
Specific Tools
Zendesk
HubSpot
SAP CRM
$
Shopify
Confluence
Google Workspace
Slack
Microsoft Office
Intercom
Zoom
Loom
MS Teams
Platform Categories
SaaS CRM Systems Ticketing Systems POS Systems Email & SMS Platforms Social Media Platforms
AI Tools
ChatGPT Claude Grok Gemini
Specific Tools
Platform Categories
AI Tools
Infrastructure
Remote Work Setup

Built for reliability. My remote setup is designed to ensure uninterrupted service delivery — no excuses, no downtime.

Primary Laptop
Intel® Core™ Ultra 5 · 16 GB RAM — main work machine for daily operations
Backup Laptop
Intel® Core™ i5 · 12 GB RAM — standby unit for uninterrupted continuity
Reliable Primary Internet
High-speed fiber connection of up to 300 Mbps for stable, consistent connectivity
Backup Internet
Secondary fiber connection of up to 100 Mbps plus mobile broadband as an additional failover
Backup Power
UPS and power backup to maintain operations during outages
Dedicated Workspace
Private, quiet, professional home office environment
Work History
Experience  — click any role to expand
2021 – 2025
Service & Support Operations Specialist
OrderMate & Oolio · Microsourcing Philippines
  • Manage multi-channel customer communications and issue resolution across POS and SaaS platforms.
  • Handle issues end-to-end while maintaining accurate documentation and timely resolution.
  • Maintain structured records, case tracking, and operational follow-through across ongoing issues.
  • Identify operational risks early and escalate when necessary to prevent service disruption.
  • Operate independently as the primary point of contact during assigned support shifts.
SaaS SupportPOS SystemsMulti-ChannelTicket ManagementIssue ResolutionRemote
2021 – 2023
Virtual Assistant · E-Commerce Support
US-Based Online Store · Shopify (Part-Time)
  • Managed customer inquiries, refunds, exchanges, and order-related concerns for a US-based Shopify store.
  • Maintained product listings, pricing, and promotions to keep the storefront accurate and current.
  • Handled order processing and fulfillment coordination, ensuring smooth delivery workflows.
  • Supported website updates and promotional activities including social media posts and email campaigns.
  • Operated fully independently in a remote setup, balancing multiple concurrent responsibilities.
ShopifyE-CommerceVirtual AssistantOrder ManagementEmail CampaignsRemote
2016 – 2021
Training Manager / Product Trainer
Bose Corporation (US) · Hinduja Global Solutions
  • Oversaw training operations, onboarding readiness, scheduling, coordination, logistics, and delivery across multiple support environments. (Feb 2016 – May 2021 · 5 Yrs 3 Mos)
  • Managed training documentation, reporting, presentations, certification tracking, and operational documentation.
  • Led onboarding and advanced training delivery across multi-channel operations environments.
  • Coached and evaluated agents to ensure quality, accuracy, and process adherence.
  • Coordinated with recruitment, operations, and leadership teams to support onboarding readiness and operational transitions.
  • Conducted candidate screening, interviews, and readiness assessments; contributed to hiring criteria and evaluation standards.
Project Assignments
  • McDonald's & Philips (Startup Programs) — Supported launch, transition, and stabilization activities across startup programs in onsite and remote environments. Coordinated training readiness, onboarding support, and live operations alignment during transition periods. Identified workflow gaps and recommended process improvements; conducted candidate assessments, coaching, and readiness validation before operational rollout.
Training ManagementCoachingRecruitmentSOP DevelopmentQuality AssuranceStartup Programs
2015 – 2016
Technical Support & Customer Service Representative
Bell Canada · Hinduja Global Solutions
  • Delivered technical troubleshooting, account support, billing assistance, and customer issue resolution for internet and related telecommunications services. (Mar 2015 – Feb 2016 · 11 Mos)
Technical SupportTelecommunicationsBilling & AccountsUpsellingInternet Services
2014 – 2015
Lead Generation Representative
One World Connections Inc. · UK Market
  • Conducted outbound calls to UK-based businesses to gather and verify business information. (Oct 2014 – Feb 2015 · 4 Mos)
  • Qualified leads against set criteria and accurately documented outcomes and required follow-ups.
Outbound CallsLead GenerationLead QualificationData VerificationUK Market
2013 – 2014
Technical Support & Customer Service Representative
AT&T · Convergys Philippines
  • Delivered technical troubleshooting, account support, billing assistance, and customer issue resolution for internet and related telecommunications services. (May 2013 – Oct 2014 · 1 Yr 5 Mos)
Technical SupportInternet ServicesBilling & AccountsUpsellingTelecommunications
2009 – 2013
Product Safety Lead & Customer Relations Escalations SME
Sony Corporation (US) · Hinduja Global Solutions
  • Managed high-risk product safety escalations involving potential injury or property damage while coordinating with internal legal and risk teams. (Jan 2009 – Jan 2013 · 4 Yrs)
  • Handled complex technical, warranty, and customer relations escalations requiring sound judgment, documentation accuracy, and policy-based resolution decisions.
  • Served as subject matter expert (SME) for escalation consultations, ensuring accuracy and compliance in high-stakes decisions.
Escalation ManagementLegal CoordinationRisk ManagementSMEWarranty ManagementCompliance
2006 – 2009
Technical Support & Customer Service Representative
Sony Corporation (US) & American Express (US) · Hinduja Global Solutions
  • Provided product and account support for consumer electronics and financial services. (Oct 2006 – Jan 2009 · 2 Yrs 3 Mos)
  • Assisted customers with troubleshooting, usage guidance, billing inquiries, and account management.
Technical SupportConsumer ElectronicsFinancial ServicesAccount ManagementTroubleshooting
Awards
Recognition
Trainer Of The Year
Hinduja Global Solutions · Bose Corporation
FY2017, FY2018 & FY2019 · Annual Award
Best Trainer
Hinduja Global Solutions · Bose Corporation
Semi-Annual Award
Bose Icons — Best Trainer
Hinduja Global Solutions · Bose Corporation
Quarterly Award
Academic Background
Education
Our Lady Of Fatima University — Antipolo City
Bachelor Of Science In Nursing
Don Bosco Technical Institute
Primary & Secondary Education
Get To Know Me
About
Eudino Augustine Lopez Chan
Eudino Augustine Lopez Chan

Senior operations, customer experience, and training professional with 15+ years of experience supporting customers, stakeholders, and operational teams across the United States, Canada, and Australia within structured, process-driven environments.

My background includes technical troubleshooting, escalation management, onboarding, workflow coordination, SOP development, documentation management, and remote operations support for global brands across multi-channel environments. Recognized for strong operational judgment, adaptability, and the ability to work independently while maintaining accuracy, professionalism, and consistent execution — available fully remote, from day one.

eudino.chan@outlook.com +63 927-634-9725 Antipolo City, Philippines · Remote-Ready View / Download My Resume
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