I can help you achieve positive results through CREATIVITY and EXCELLENCE.

I have 10 years of experience in the BPO industry for Customer Service, 5 of which as a Quality Assurance Analyst for Inbound Customer Service. I am detail-oriented, smart, efficient and organized. I am determined and motivated for YOUR SUCCESS.

I understand that managing a business requires a great amount of time and work. Even a simple task like entering data on spreadsheets can eat up a lot of your time and energy. As a Virtual Assistant, it is my goal to assist you in your busy life by lessening your workload and allowing you to take back valuable time that could be spent with your loved ones or focusing your energy on matters that are more important to you. Let me help you complete tasks efficiently and effectively by providing remote administrative and creative support.

Work with me so you can take back your precious time while watching your brand GROW and SUCCEED.

As someone who’s worked with the Customer Service industry, I know that providing exemplary service is the best experience we can give our customers/clients and it is the only way to truly grow a business.

As a Customer Service Representative, I can help you:

• Deal directly with customers/clients either by phone, chat or email
• Maintain a positive & empathetic attitude toward customers at all times
• Respond promptly to customer inquiries
• Acknowledge and resolve customer complaints
• Obtain and evaluate all relevant information to handle product and service inquiries
• Adhere to compliance and security standards set by the business/client
• Process orders, forms, applications, and requests
• Manage customers/clients' accounts
• Keep records of customer interactions, transactions, comments and complaints
• Record details of actions taken
• Prepare and distribute customer activity reports
• Maintain customer databases
• Communicate and coordinate with colleagues as necessary
• Direct requests and unresolved issues to the designated resource
• Provide feedback on the efficiency of the customer service process
• Ensure customer satisfaction and provide professional customer support

As a Quality Support for Customer Service, I can help you:

• Monitor call recordings for Inbound Customer Service
• Review Chat Transcripts and Email Handling for Customer Service
• Transcribe call recordings
• Transpose call and chat transcripts on to spreadsheets or Quality Analysis forms
• Understand Evaluation Programs or Scorecards
• Evaluate agent performance against existing quality framework set by the business/client
• Conduct Call Listening or Calibration sessions to ensure understanding of the quality framework across the board
• Provide feedback and coach agents on areas of opportunity
• Generate reports using Microsoft Excel and Powerpoint
• Provide analysis for agent performance, trending behaviors, and CSAT/NPS

As an Administrative Assistant, I can help you with:

• Data Entry in Excel, Word, or Google Docs/Spreadsheets
• Transcription (transcribing voicemail, video or audio, podcasts, etc.)
• Internet Research
• Typing
• Editing and Proofreading
• Forms Creation
• Making Reports (Creating basic reports on weekly tasks, deliverables, sales, etc.)
• Sending Invoices
• Email Management/Filtering
• Booking appointments with clients
• Following up with clients/customers (sending “thank you” and other reminder emails)
• Receptionist duties (answering occasional calls)
• Calendar Management
• Database building (eg. updating email or contact lists on your CRM)
• Research on certain topics for blog posts, newsletters, and others
• Personal errands (purchasing gifts for loved ones/family members online)
• Hotel and Flight Booking
• Bookkeeping and Accounting Tasks
• Taking down minutes of meetings
• Preparing Slideshows (Powerpoint Presentations)
• Liaison between you and other team members
• Dropbox / Google Drive Organization
• Creating / Managing Spreadsheets

My skills in Microsoft Excel include:

• Data Filters
• Data Sorting
• Cell Formatting
• Conditional Formatting
• Format as Table
• Data Validation
• SUM/SUMIFS, COUNT/COUNTIFS
• VLOOKUP
• IFERROR
• IF Functions
• Charts
• Pivot Tables
• Pivot Charts
• Slicers
• Basic Macro

I find great satisfaction in helping clients run their busy lives more smoothly. Through working with me, you will find that I am competent, passionate and quick to learn. I hope that you will give me a chance to do great work for you!