Technical Operations Virtual Assistant Portfolio

Tech Ops support that thinks like an Analyst and executes like a VA

Hi, I’m Rox Maglangit – the brain behind The Rox Hub. I started in BPO operations, working across financial, telco, e-commerce, building sector campaigns for US, Canada, Australia, and the UK.

From there, I shifted into IT analysis and learned how to translate technical requirements into workflows that non-technical teams can follow. Virtual assistance came next as start-ups began asking me to apply that same structure to their online businesses.

You get someone who understands the reality of frontline work, loves documentation and process, and is comfortable speaking with both non-technical founders and technical teams.

9 years BPO experience across multiple international accounts and campaigns
2 years as an IT Analyst supporting systems and internal users
2 years as a Technical Operations VA for online businesses
Comfortable in fully remote, async and multi-timezone teams

tools

Experience across global BPO, Tech and VA environments

From frontline operations to technical problem solving

I spent nearly 9 years in the BPO industry mastering customer service, communication, and problem solving. After that, I transitioned into an IT Analyst role for 2 years, where I worked closely with systems, data, troubleshooting, and process improvements. Also, I have been freelancing for almost 2 years, supporting clients with administrative tasks, research, and digital support.

I enjoy working with structure, but I’m also comfortable when things get dynamic. New tools do not intimidate me. Clear communication is something I value. Deadlines are something I respect.

Technical support for SaaS and service based businesses
Ticket triage, escalation and follow through in help desk tools
Admin work inside CRMs, project management platforms and communication tools
Documentation of workflows, SOPs and process changes
Light data analysis for reports and performance reviews

You get someone who understands the reality of frontline work, loves documentation and process, and is comfortable speaking with both non-technical founders and technical teams. My focus is to turn your scattered tools, workflows and tasks into something consistent, visible and measurable.

the rox hub VA Services

The Rox Hub is built on operations floors, IT war rooms, and real client work.

You can plug me into your existing tools and flows, or we can gradually organize what you already have. Most clients start with a clear set of recurring tasks, then add project based work as we get comfortable working together.

Technical Admin & Tooling

User management, configuration and light maintenance across CRMs, help desks, collaboration tools and basic automations, with clear documentation on changes made.

Support & Ticket Operations

Inbox and ticket queue management, routing, drafting responses, updating internal notes and keeping SLAs visible and organized for your team.

Documentation & Reporting

SOPs, runbooks, process maps and recurring reports in formats that your team can reference quickly later on.

Client & Internal Coordination

Scheduling, client onboarding steps, follow ups and keeping internal stakeholders updated using your existing communication channels.

Portfolio & Case Studies

Sample work from previous projects

Supported team goals by consistently meeting SLA target, improved first response time and maintained high customer satisfaction scores and helped reduce repeat tickets by providing clear and complete resolutions (FCR).

Case Study 1: Email Support

Provided email-based customer support for different campaigns (US, Canada, and Australia) large e-commerce business, online food ordering & delivery and financial services with a global customer base.

CHALLENGE: Customers were frustrated about delayed responses, order issues, and refund concerns. Inbox was piling up fast, and one wrong reply could escalate into a bigger issue.

SOLUTIONS:

Managed incoming tickets using Zendesk workflows and personalized macros instead of canned message to improve response speed and CSAT.
Prioritized emails based on urgency, tagged recurring issues and escalated emails to appropriate department (where ever relevant).

Reduced average handling time while maintaining clear, high-quality responses across multiple simultaneous chats. Improved resolution speed and customer satisfaction by identifying issues early and minimizing repeat interactions (FCR).

Case Study 2: Chat Support

Provided live chat customer support for a US telecommunications account, managing multiple concurrent conversations while consistently meeting strict KPIs.

CHALLENGE: Chats were time-sensitive, customers were impatient, and multitasking mistakes could easily happen.

SOLUTIONS:

Developed efficient chat-handling habits by reading quickly, responding clearly, and juggling multiple conversations without sacrificing tone or accuracy.
Used early, targeted questions to understand issues faster and reduce unnecessary back-and-forth.

Improved incident resolution time through accurate ticket logging, maintained high customer satisfaction scores and consistently met SLA and quality targets.

Case Study 3: IT Analyst (Incident Management & End-User Support)

Delivered IT Analyst support to global stakeholders across multiple regions, providing timely incident resolution, technical troubleshooting, and user assistance to ensure seamless business operations.

CHALLENGE: Chats were time-sensitive, customers were impatient, and multitasking mistakes could easily happen.

SOLUTIONS:

Managed and prioritized requests using Helix/ServiceNow ticket queues and workflows to ensure timely and organized handling.
Used Active Directory to verify user access, manage accounts, and resolve permission-related requests accurately.

Increased email response and engagement rates through improved targeting and personalization. Improved operational efficiency by organizing and maintaining accurate CRM data. Generated a steady pipeline of qualified leads for the sales team.

Case Study 4: Lead Generation and Administrative Support

A growing FinTech startup needed reliable support to handle lead generation and content tasks while keeping operations organized. The team was small, fast-moving, and focused on growth.

CHALLENGE: The company faced a high volume of customer inquiries with inconsistent response times, leading to delayed resolutions and reduced customer satisfaction. At the same time, the lead generation process lacked structure, resulting in low conversion rates and missed opportunities to engage potential clients.

SOLUTIONS:

Conducted lead research and data enrichment to ensure high-quality prospect lists
Streamlined administrative workflows, including CRM updates, inbox management, and lead tracking

Reduced scheduling conflicts and improved interview turnaround time, enhancing candidate experience. Enabled more efficient reporting, allowing stakeholders to quickly track progress and identify bottlenecks. Increased accuracy and accessibility of records, supporting better decision making for the client.

Case Study 5: Lead Generation and Administrative Support

A UK based healthcare recruitment company focused on sourcing and placing qualified professionals across various healthcare roles.

CHALLENGE: The healthcare recruitment account required coordinating clients, candidates, and internal teams while managing a high volume of administrative tasks. Interview scheduling conflicts, fragmented communication, inconsistent record keeping, and unstructured reporting led to delays and limited visibility into recruitment progress.

SOLUTIONS:

Streamlined interview coordination by implementing structured scheduling workflows, ensuring timely communication between candidates and hiring managers
Maintained accurate and up to date records and account notes to improve visibility across the recruitment pipeline