Lyra Novicio – General Virtual Assistant, Customer Service

Hi! My name is Lyra Novicio. I’m 34 years old and a mother of one. I have a 4-year-old daughter, but I’m not a single mother. Kidding aside, I have a domestic partner, and he is a vocalist in a band. I’m an undergrad of the Bachelor of Science in Nursing. I only finished 2 years; I have to stop unfortunately because my parents cannot support my studies. I’m the eldest among 10 siblings; since then, I have had to start acting like a grownup.

I started looking for a job; I wanted to help my parents with the house bills and groceries. It has been my dream to work for a big company and be able to sit in front of a computer and do some tasks. During my time, the BPO industry is a trend. I dreamed to work in a call centre to get higher pay. At first, I was afraid I wouldn’t qualify since I haven’t finished college. I had failed attempts, but luckily, I was employed in my first official job in Qualfon last September 2011. It’s a contact center for telecommunications companies. From there, I received training in proper speech, articulation, account knowledge, and troubleshooting techniques. We were also doing billings for the customer’s phone account and many more. I also learnt to do time management since we always have quick schedule changes.

Then I moved to Convergys, and the last BPO company was Teleperformance. It was also the longest that I’ve been with in a company. I was promoted as a coach, and I have learned I am capable of teaching new hires. I was able to showcase and share what I have learned about the account. Seeing my mentees become coaches themselves, supervisors, and even managers. It was fulfilling; I felt proud seeing my babies grow, handle teams, and achieve more. I was able to provide coaching sessions, call listening, and evaluations before handing them over to production. However, after the pandemic, we were asked to work onsite. I’ve worked from home since pandemic with less supervision but not compromising quality. When asked to go back on site, I have to resign. I can’t be away from my daughter for too long. It has been heartbreaking, but it was time to move forward.

I have never thought that I will be given a chance to see my daughter grow every day while working and earning, and I can’t stop. I wanted to stay that way, that’s why I have decided to continue working from home as a Virtual Assistant. I’ve worked for a Real Estate company in the US as a Lead Generation Specialist. I was surprised that I was able to learn fast; it was a fast-paced job, to be honest, with minimal supervision and less training. I was still able to deliver 15-20 good leads and was getting good pay.

Working from home has given me the chance to be with my family every day, to be safe and convenient at home. If given a chance, I will show how hard-working and dedicated I am. I also learn fast, if training is needed, I will be willing to oblige.

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