Pasig City, PH · Open to remote roles

Rona Shella Cacao

Customer Happiness Expert World-Class Virtual Assistant Shopify & Amazon Logistics & Inventory Manager Bookkeeper AI Integrator NDIS Administrative Support

14+ years of keeping customers happy, books balanced, inventory accurate, and inboxes at zero — and a year now spent building the AI automations that do the repetitive and time-consuming half of it — for e-commerce brands and NDIS service providers across four time zones.

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Manila

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Sydney

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Los Angeles

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London

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✦ Designed and built with Claude AI.

STATUS: AVAILABLE FOR HIRE

Why hire me as your Customer Service Virtual Assistant & AI Integrator

I figure things out.

Resourceful Curious Proactive Adaptable Organized Solution-Oriented Customer-Focused Tech-Savvy Accountable Business-Minded Goal-Oriented Detail-Oriented Reliable Empathetic Self-Motivated Collaborative Integrity

Years in customer service

Years leading support teams

Years Amazon & Shopify management

Years bookkeeping in QuickBooks

Year in NDIS admin support

Year of Claude AI experience

About

One person, most of your back office.

With over fourteen years spanning customer service, six years of team leadership, two years of bookkeeping, four years of Amazon and Shopify management, a year in NDIS administrative support, a year building AI workflow automations, and a background in virtual assistance and data reporting, I bring a comprehensive skill set to help businesses run smoothly.

I'm passionate about exceptional customer support, leading teams to deliver top-tier service, and keeping the books accurate down to the cent. My Amazon and Shopify experience lets me optimize store operations, while my nursing background sharpens the attention to detail I bring to NDIS administrative work — participant records, funding documentation, and compliant handling of sensitive information.

These days most of my work starts with a question about what shouldn't be done by hand at all. I build AI workflow automations with Claude — carrier tracking pulled into one live view, CRM records that update themselves from the systems they came from, compliance checks that run the same way every time — and I keep a person in the loop wherever a customer would see the result.

RNBSN · Registered Nurse QBQuickBooks Certified Workflow AZAmazon Seller Central AIAI Integrator Pro

NDIS Compliance Support

Home office desk setup: monitor showing the Rona Shella Cacao portfolio site, laptop with Claude Code open

"I just want to say Rona Cacao is truly amazing. Just had to say that. Rock star."
— JS

Core Strengths

What clients can count on.

Communication Skills

Problem Solving

Time Management

Emotional Intelligence

Computer Skills

Product & Service Knowledge

Verified Skills

Not just claimed — tested.

Real results from typing, aptitude, language, connection, and behavioral assessments.

Assessment Results

Typing test result: 61 WPM, 100% accuracy — Typing Speed — 61 WPM · 100% accuracy

IQ test result: 138 — IQ Test — Score of 138

EF SET English test result: 90/90, C1/C2 Advanced — EF SET English — 90/90, C1/C2 Advanced

Internet speed test: 126.32 Mbps download, 111.32 Mbps upload — Home Internet — 126↓ / 111↑ Mbps

DISC behavioral assessment narrative results — DISC Behavioral Profile — Summary

DISC behavioral assessment style chart: C/SD — DISC Basic Style — C/SD

Toolkit

Fluent in the platforms your team already uses.

✦Claude AI </>VS Code DRGoogle Drive @Gmail 31Google Calendar SHGoogle Sheets DCGoogle Docs PPPowerPoint SPShopify CVCanva ZMZoom CCCapCut MSMicrosoft Office FSFormsite AZAmazon Seller Central

✦Claude AI MTMicrosoft Teams ZOZoho ZDZendesk GOGorgias SLSlack ASAsana TRTrello KLKlaviyo CUClickUp AIChatGPT DLDeepL

✦Claude AI QBQuickBooks SHGoogle Sheets XLMicrosoft Excel SSSoStocked LKLooker

Home office desk setup with dual monitors, backup laptop, and extra keyboard

Built for uptime

A home office set up to never miss a shift.

Remote work only works if the connection does. Here's what's always running in the background.

✓Dual-monitor workstation for multitasking across tickets, tools, and dashboards
✓16GB RAM laptop, with a second 16GB RAM laptop on standby as backup
✓Backup power supply to keep working through outages
✓Backup internet connection on a separate provider
✓Extra mechanical keyboard & ergonomic mouse for all-day comfort
✓Ring light and headset ready for calls and video check-ins

Experience

A track record across support, admin, and the back office.

14+ years across support, leadership, bookkeeping, logistics, and AI-driven automation — several of these roles run concurrently, which is how remote freelance work goes.

Medical Administrative Assistant Sep 2025 – Aug 2026

Remote · Australian NDIS support coordination provider (client name withheld per NDA)

Managed participant scheduling, records, and NDIS plan goal tracking for a support coordination caseload.
Prepared and maintained compliant service agreements, invoices, and funding documentation.
Acted as first point of contact for participants, families, and service providers, coordinating calendars and follow-ups.
Handled invoicing, payment reconciliation, and reporting across spreadsheets, CRMs, and NDIS platforms.

Cliniko SLSlack GWGoogle Workspace DPDeputy HXHalaxy CQCliniqApps ASAsana STStrive PRPRODA RTRTWSA ✦Claude AI ZPZapier

1Password

LastPass

HIPAA Compliant NDIS

NDIS Registered

AI Workflow Automation — Operations Dashboard & Logistics Project-Based · 2025–2026

Remote · US-based order & logistics / e-commerce client (NDA)

Built a custom Claude AI–powered operations dashboard for order tracking and logistics oversight.
Integrated Google Workspace, Slack, and ClickUp to centralize task and communication workflows.
Connected AfterShip, FedEx, and UPS tracking data into a single live view of shipment status.
Reduced manual order-status lookups by consolidating tracking across multiple carriers.

✦Claude AI GWGoogle Workspace SLSlack CUClickUp ATAfterShip FXFedEx UPUPS

AI Workflow Automation — CRM & Reporting Project-Based · 2025–2026

Remote · US health insurance agency client (NDA)

Built Claude AI integrations connecting HealthSherpa, Sunfire, and Zoho CRM.
Automated repetitive Zoho CRM updates based on client qualification data pulled from HealthSherpa and Sunfire.
Connected Slack and IONOS email into the workflow for real-time status alerts.
Generated recurring reports across Google Workspace to track policy and qualification status.

✦Claude AI HSHealthSherpa SFSunfire SLSlack IOIONOS Email GWGoogle Workspace ZCZoho CRM TRTrello ZMZoom

AI Workflow Automation — Compliance & Ticket Handling Project-Based · 2025–2026

Remote · UK company formation provider (NDA)

Built a Claude AI integration across Groove, eFiling, and Companies House to support ticket answering.
Automated compliance policy checks and repetitive company formation tasks.
Monitored Trustpilot and Google reviews to flag and route customer feedback into the right workflow.
Coordinated updates through Google Workspace to keep the compliance team aligned.

✦Claude AI GRGroove EFeFiling CHCompanies House TPTrustpilot GRGoogle Reviews GWGoogle Workspace

AI Workflow Automation — Shopify Store Automation Project-Based · 2025–2026

Remote · US Shopify business client (NDA)

Built automated Shopify update workflows using Claude AI, reducing manual product and listing maintenance.
Integrated Magnific AI for image and creative generation into the product workflow.
Connected Google Workspace for task tracking and reporting across the automation.

✦Claude AI SPShopify MGMagnific AI GWGoogle Workspace SLSlack TRTrello ZMZoom

Customer Service & Compliance Jan 2025 – Dec 2025

UK Formation Company

Answered emails from customers and formation applicants.
Checked compliance status and filings against Companies House records.
Reviewed documents for completeness and compliance with formation requirements.
Raised invoices and processed UK company formation orders.

GRGroove GWGoogle Workspace EFeFiling CRCredas CUClickUp SLSlack ZMZoom

Customer Service Representative Jan 2025 – Sep 2025

Australian Shopify Business

Developed and distributed training materials for brokers, enabling quicker onboarding and improved compliance.
Improved internal workflows by analyzing resource usage, reducing task completion time by 30%.
Created detailed performance reports, helping leadership identify and address inefficiencies effectively.

GWGoogle Workspace SLSlack SPShopify CUClickUp FXFedEx UPUPS GOGorgias CVCanva

Part-Time Virtual Assistant Jan 2022 – Dec 2024

Health Insurance Agency

Delivered world-class customer service by managing orders, returns, warranty claims, billing, and courier issues across global markets with proactive solutions.
Crafted thoughtful review responses and customer communications that reinforced the brand's friendly, sustainable, and adventure-driven voice.
Coordinated logistics, warehouse workflows, and developed SOPs to ensure accurate delivery times and consistent service standards.
Built macros, templates, and process improvements that streamlined operations, strengthened loyalty, and kept the community engaged.

GWGoogle Workspace WPWordPress WXWix IOIONOS HSHealthSherpa ZCZoho CRM ZCZoho Campaigns SFSunfire FSFormsite CVCanva MSMicrosoft

Part-Time Virtual Assistant Sept 2023 – Oct 2024

Shopify Business

Updated and optimized product listings in Shopify to improve search visibility, driving a 15% increase in sales.
Managed inventory levels to avoid stockouts, ensuring smooth order fulfillment and customer satisfaction.
Collaborated on targeted social media campaigns, resulting in a 20% boost in audience engagement.

GWGoogle Workspace SLSlack SPShopify CUClickUp FXFedEx UPUPS ZDZendesk KLKlaviyo DLDeepL

Part-Time Bookkeeper Jan 2021 – Jan 2024

RGN Associates

Managed daily financial transactions, including accounts payable/receivable, using QuickBooks, ensuring 100% accuracy in financial records.
Reconciled bank and credit card statements in QuickBooks monthly, reducing discrepancies and achieving error-free audits.
Generated detailed financial reports and cash flow statements through QuickBooks, providing management with actionable insights to optimize budgeting.

QBQuickBooks GWGoogle Workspace XLMicrosoft Excel ZMZoom TRTrello SLSlack ASAsana

Freelance Amazon Inventory & Logistics Manager Jan 2021 – Jan 2024

New Age Supply Inc

Orchestrated seamless inventory audits across multiple warehouses, reducing stock discrepancies by 25%.
Enhanced demand forecasting accuracy using Amazon Seller Central, leading to a 30% reduction in overstock.
Built strong supplier relationships to secure cost-effective contracts, improving profitability by 15%.

AZAmazon Seller Central SSSoStocked GWGoogle Workspace XLMicrosoft Excel SLSlack TRTrello

Team Lead, Customer Service Nov 2018 – Aug 2021

Keywords Asia Pte. Ltd.

Designed and implemented team performance metrics, resulting in a 20% improvement in overall productivity.
Handled escalated customer issues with a solution-focused approach, contributing to a 97% issue resolution rate.
Organized team-building workshops to foster collaboration, boosting employee retention by 25%.

ZDZendesk MTMicrosoft Teams SLSlack XLMicrosoft Excel TRTrello ZMZoom

Team Lead, Customer Service Jan 2016 – Oct 2018

24/7 Customer Philippines Inc

Guided a global team to exceed key performance metrics, including a 98% SLA compliance rate.
Utilized data analysis techniques like Root Cause Analysis to identify trends and implement corrective actions, reducing repeat issues by 30%.
Championed customer-centric strategies to streamline service workflows, cutting response times by 40%.

ZDZendesk MSMicrosoft Office XLMicrosoft Excel TRTrello ZMZoom SLSlack MTMicrosoft Teams

Customer Service Representative Jul 2014 – Dec 2015

24/7 Customer Philippines Inc

Delivered consistent front-line customer support across multiple channels while meeting SLA targets.
Resolved billing, order, and account issues with a focus on first-contact resolution.
Recognized for performance and reliability, leading to promotion into a team lead role within 18 months.

ZDZendesk MSMicrosoft Office TRTrello XLMicrosoft Excel SLSlack ZMZoom

Customer Service Representative Jul 2013 – Jul 2014

Keywords Asia Pte. Ltd.

Delivered personalized customer support across multiple channels, achieving a 95% resolution rate within the first interaction.
Assisted customers with placing orders, processing refunds, and resolving complaints, earning consistent positive feedback.
Maintained detailed records of customer interactions to drive process improvements and training initiatives.

MSMicrosoft Office ZDZendesk XLMicrosoft Excel TRTrello SLSlack ZMZoom

Selected Work

What the AI actually does.

Four builds across e-commerce logistics, insurance, compliance and retail. Client names are withheld under NDA, so here is the shape of each system — and two you can open and click.

Live demo

A shipment dashboard you can actually use.

A working rebuild of an operations dashboard I built for a logistics client: cycle times from order to proofs to ship to delivery, an order status breakdown, and per-market gear tracking with carrier detail on hover. Filter by year, season or sport, or exclude an order and watch every average move with it.

Generated sample data under a fictional brand. No client, order or shipment in it is real.

Open the demo →

Shipment performance dashboard showing cycle-time KPIs, an order status table and per-market gear progress bars

Quality-control board with a product open: listing photos beside each supplier's QC photos, an AI findings note, a supplier comparison table and a pass or fail decision bar

Live demo

A quality-control board for product sourcing.

A working rebuild of the supplier quality-control board I built for an e-commerce client, redesigned. It runs the check every product gets at five sales: listing photos beside each supplier's QC photos, size charts turned into a single call, cost of goods against target, AI-suggested questions for the supplier, and a pass or fail decision that moves the product along. Open a product, send the questions, pick a supplier and mark it done.

Generated sample data under a fictional brand. No product, supplier or person in it is real.

Open the demo →

Order tracking across three carriers

E-commerce & logistics client · US · NDA

The problem

Order status lived in three carrier portals — AfterShip, FedEx and UPS — plus the store's own admin. Answering one “where is my order?” meant opening each in turn.

What I built

A Claude-powered operations dashboard that pulls tracking from all three carriers into a single live view, with scheduling and handoffs wired through Google Workspace, Slack and ClickUp.

The result

Status lookups collapse into one screen, and exceptions surface on their own instead of being hunted down carrier by carrier.

Keeping it accurate

Carrier data is shown as recorded, never paraphrased by the model. Anything a customer would see is drafted for a person to approve, not sent automatically.

Claude AIAfterShip FedExUPS SlackClickUp Google Workspace

Quote data into the CRM, without re-keying

Health insurance agency · US · NDA

The problem

Qualification data sat in HealthSherpa and Sunfire while the record of truth was Zoho CRM, so the same details were typed twice and status changes were noticed late.

What I built

Claude integrations that read qualification data from HealthSherpa and Sunfire and update the matching Zoho CRM records, with Slack and IONOS email alerts on status changes and recurring reports across Google Workspace.

The result

The CRM reflects its source systems without manual re-entry, and the team hears about a status change the day it happens rather than at the next review.

Keeping it accurate

Only named fields are allowed to change, so an unexpected value stops the run instead of quietly overwriting a client record.

Claude AIHealthSherpa SunfireZoho CRM SlackIONOS Email

Compliance checks that run the same way every time

Company formation provider · UK · NDA

The problem

Formation work repeats the same checks case after case across Groove, eFiling and Companies House, and customer feedback arrived scattered across Trustpilot and Google reviews.

What I built

A Claude integration spanning those systems: repetitive compliance form tasks, policy checks run against each case, and monitoring of Trustpilot and Google reviews to flag feedback and route it to the right person.

The result

Checks are consistent from case to case, and review feedback reaches an owner instead of sitting unread in a feed.

Keeping it accurate

Compliance outcomes are flagged for a human decision. The automation prepares and evidences the check — it does not sign it off.

Claude AIGroove eFilingCompanies House TrustpilotGoogle Reviews

Listing upkeep and creative for a Shopify store

Shopify business · US · NDA

The problem

Product and listing maintenance is an endless run of small edits, and imagery was needed in more sizes and variants than a design turnaround could keep up with.

What I built

Shopify update workflows driven by Claude for product and listing maintenance, Magnific AI for image and creative generation, and Google Workspace for task tracking and reporting.

The result

Listings stay current without someone editing them one at a time, and creative stops being the thing everything waits on.

Keeping it accurate

Generated imagery is reviewed before it goes near a product page, and data changes are batched so they can be checked in one pass rather than trusted one at a time.

Claude AIShopify Magnific AIGoogle Workspace Trello

How I work with AI

The part most people skip.

A person approves anything a customer will read. The model drafts; it does not send.
The system of record stays the source of truth. AI summarises and routes — it never becomes the place the number lives.
Low confidence is a flag, not a guess. Cases the model is unsure about go to a human queue instead of being answered anyway.
There are jobs I won't hand to AI. Ask me which ones, and why.

Client names withheld under NDA — happy to walk through any of these in detail on a call.

Bookkeeping

Books that reconcile.

Two years in QuickBooks Online: daily transactions, bank reconciliation, invoicing, payables and receivables, and the month-end reports someone actually has to make decisions from.

Bank reconciliation report showing a statement ending balance and register balance of 0.00

Client file · redacted

Bank reconciliation, closed to 0.00

14 payments and 6 deposits cleared against a PayPal statement, ending balance and register balance both 0.00. The business name and every payee are blacked out — the summary is the part that matters, and the rest was never mine to publish.

Profit and loss report with income, cost of goods sold, gross profit and itemised expenses

Sample company

Profit & Loss

Income through to gross profit and itemised expenses, built the way I set one up for a client. Produced from QuickBooks' own sample company, so nobody's real figures are on display here.

Accounts receivable ageing summary with balances bucketed from current through 91 days and over

Sample company

A/R Ageing Summary

Receivables bucketed current through 91-plus days, which is how you spot the invoice that quietly went unpaid two months ago. Sample company again.

Payroll run screen showing gross pay, employee taxes, net pay and employer contributions for three employees

Client file · redacted

Semi-monthly payroll run

Three employees, 240 hours, gross through to net with employer taxes and contributions reconciling to the total. Employee names are blacked out — the pay stubs behind this screen carry home addresses and partial SSNs, which is exactly the sort of thing that never belongs on a public page.

Chart of accounts listing assets, liabilities, equity, income and expense accounts with their detail types

Client file · redacted

Chart of accounts, set up from scratch

Assets, liabilities, equity, income and expenses, each mapped to its detail type. Get this wrong at the start and every report afterwards is wrong too, which is why it is the first thing I build.

Client file · redacted

Inventory valuation detail

627 units tracked through starting values, quantity adjustments and sales receipts to a $101,550 asset value. This is where bookkeeping meets the inventory work — the stock count and the balance sheet have to agree.

Real client files are shown only with identifying details removed. Everything else here is produced from QuickBooks' sample company rather than anyone's actual books.

Trained and certified

Certified in Xero and QuickBooks.

Certificate of completion: Virtual Bookkeeping with Xero and QuickBooks Online

Virtual Bookkeeping with Xero & QuickBooks Online AZE Vector Global Training Corporation · October 2025 · 16 hours

Certificate of completion: Australian Taxation, Bookkeeping and Payroll with Xero

Australian Taxation, Bookkeeping & Payroll with Xero EZACC Training Center · October 2025 · 15 hours

Certificate of completion: Online Bookkeeping Using QuickBooks

Online Bookkeeping Using QuickBooks Surge Marketplace (FVA) · November 2025 · 12.3 hours

Education

Grounded in clinical training.

Bachelor of Science in Nursing

University of Pasig, Philippines · 2005 – 2010

Clinical training that underpins the precision, discretion, and calm-under-pressure I now bring to medical admin, patient records, and any workflow where accuracy matters.