I am an experienced virtual assistant who is passionate on helping clients achieving their goals.

Dedicated and customer-focused Customer Service Representative with experience in Customer Support, Technical Support, and Partnered Operations.

Passionate about delivering exceptional customer experiences by effectively addressing concerns, troubleshooting technical issues, and ensuring seamless communication between teams.Adept at handling high-pressure situations with patience, professionalism, and a solution-oriented mindset.

Recognized for strong problem-solving skills, attention to detail, and the ability to build rapport with customers and partners.Skilled in using various customer service tools, email platforms, and ticketing systems to efficiently manage inquiries and resolve issues.

A fast learner who thrives in dynamic environments, always seeking opportunities for growth and improvement.
Committed to maintaining a balance between professional excellence and personal growth, valuing adaptability and continuous learning.

VIRTUAL ASSISTANT

PROFESSIONAL SKILLS

Customer Service & Communication

• Strong written and verbal communication

• Active listening and empathy

• Conflict resolution and de-escalation

• Building and maintaining customer relationships

• Professional and patient customer interactions

Technical & Problem-Solving

• Troubleshooting technical issues

• Explaining complex concepts in simple terms

• Proficiency in customer service software and CRM tools

• Using help desk/ticketing systems

• Adapting to new technologies and processes

Operational & Organizational Skills

• Attention to detail and accuracy

• Multitasking and time management

• Collaboration with teams for service efficiency

• Analyzing issues and providing solutions

• Continuous learning and self-improvement

Technical & Digital Skills

• Proficiency in Microsoft Office (Word, Excel, PowerPoint) and Google Workspace

• Managing project management tools (Trello and Asana)

• Using automation tools (Zapier, ChatGPT, Deepsleek, etc.)

• Basic knowledge of graphic design (Canva, Photoshop)

Additional Strengths

• Fast typing speed and data entry proficiency

• Ability to work under pressure

• Proactive and results-driven mindset

• Adaptability to changing workflows

• Willingness to learn

WORK EXPERIENCE

Customer Service, Customer Support, Technical Support, and Partnered Operations
November 2023 - February 2025

Customer Service & Customer Support Responsibilities:

• Responding to customer inquiries via phone, email, or chat.

• Providing accurate information about products, services, and policies.

• Resolving customer complaints and issues efficiently.

• Ensuring a positive customer experience through professional communication.

• Handling order processing, refunds, and escalations when necessary.

• Maintaining customer records and updating account information.

Technical Support Responsibilities:

• Troubleshooting technical issues related to products or services.

• Assisting customers with installations, configurations, and usage guidance.

• Providing step-by-step solutions and remote support if needed.

• Documenting technical issues and escalating complex cases to higher support levels.

• Keeping up-to-date with product updates and technical solutions.

Partnered Operations Responsibilities:

• Collaborating with business partners to ensure smooth service delivery.

• Managing service-level agreements (SLAs) and partner expectations.

• Coordinating with internal teams to resolve partner-related issues.

• Assisting in onboarding and training new partners.

• Monitoring performance metrics and providing reports on partnership operations.

Subject Matter Expert
November 2024 - February 2025

Expertise & Knowledge Sharing

• Act as the go-to person for in-depth knowledge in a specific subject area.

• Provide insights and recommendations to improve processes, products, or services.

• Stay updated on industry trends, technologies, and best practices.

Training & Mentorship

• Train and mentor new and existing employees.

• Create knowledge base articles, FAQs, and training materials.

• Conduct workshops, webinars, or one-on-one coaching sessions.

Problem-Solving & Process Improvement

• Analyze and resolve complex issues within the area of expertise.

• Identify process inefficiencies and recommend improvements.

• Work with teams to develop and implement solutions.

Support & Collaboration

• Assist support teams in resolving advanced customer or technical issues.

• Work closely with different departments (e.g., operations, sales, IT) to enhance workflow.

• Provide feedback on product development or service improvements.

Documentation & Quality Assurance

• Ensure documentation is up-to-date and accurate.

• Review and improve standard operating procedures (SOPs).

• Maintain consistency and compliance with company policies and industry standards.

Appointment Setter and Cold Caller
February 2024 - Current

Cold Caller Responsibilities:

• Making outbound calls to potential clients/customers.

• Delivering a ed sales pitch or introducing the company’s products/services.

• Handling objections and persuading prospects to stay engaged.

• Qualifying leads based on interest, budget, and needs.

• Recording call details and updating CRM or lead management tools.

• Following up with prospects to nurture relationships.

Appointment Setter Responsibilities:

• Scheduling meetings or consultations between potential clients and sales representatives.

• Confirming and reminding prospects of their scheduled appointments.

• Maintaining an organized calendar for the sales team.

• Sending follow-up emails and responding to inquiries.

• Tracking appointment success rates and improving conversion strategies.

• Ensuring a seamless transition between initial contact and sales discussions.

Sales Development Representative
February 2024 - Current

Prospecting & Lead Generation

• Research potential customers and identify ideal prospects.

• Use various channels (cold calling, emails, LinkedIn, etc.) to reach out to leads.

• Engage with prospects to understand their needs and challenges.

Qualifying Leads

• Conduct initial conversations to assess if the prospect is a good fit.

• Ask qualifying questions to determine their pain points, budget, and interest.

• Use lead scoring to prioritize high-value prospects.

Outreach & Engagement

• Personalize outreach efforts to improve engagement rates.

• Follow up with leads who have shown interest.

• Nurture leads through regular touchpoints until they’re ready for sales.

Appointment Setting

• Schedule meetings or product demos for Account Executives (AEs) or Sales Managers.

• Ensure smooth handoff of qualified leads to the closing sales team.

CRM & Reporting

• Maintain accurate records of leads, conversations, and progress in a CRM.

• Track outreach metrics (calls made, emails sent, meetings booked, etc.).

• Continuously optimize outreach strategies based on data.

Collaboration & Learning

• Work closely with the marketing team to align messaging and target audience.

• Learn about the company’s products/services to effectively pitch them.

• Continuously improve sales skills through training and feedback.

ACCOMPLISHMENTS

• Recognized by its exceptional service

• Awarded as Rising Star of the account

• One of the top performers of the Month

• Recognized by Global feedback (internal)

• Top 9 awardee in the whole year