Administrative/General Virtual Assistant | w/ Customer Service Skills
Iloilo, Pavia, Philippines
As a customer service specialist for more than 5 years and a virtual assistant in the last 2 years, I have helped not just consumers but also, supported executives and managers, and these experiences honed me a mix of technical and interpersonal skills to drive efficiency. I am used to fast changing work environments so I easily adapt to varying conditions. I am confident on my customer service skills and I am proficient in using tools like Google Workspace, MS Office, Zoom and other video meeting software, Canva, organization and multitasking. What makes me stand out is is my focus on building long-term relationships, and not just completing tasks. I take time to understand my client's business goals and workflows, so I can streamline processes rather than just follow instructions. I am also highly capable of quickly learning new ideas and new tools or any industry specific requirements. The value I bring is my effort of making sure I get to free up my clients so they can focus on high-priority work like growing their business or serving customers. By managing day-to-day administrative loads, ensuring deadlines are met, and maintaining clear communication, I could help reduce stress, avoid oversights, and boost overall productivity.
RPM Rio Grande, full_time
Jun 2024 to Jan 2026
Managed tenant communication through email, text, and phone ensuring timely responses and resolution of inquiries. Processed rental applications, background checks, rent collections, setting up market rents, lease renewals, CRM clean up, utilities monitoring, and documentations maintaining compliances with company policies and regulations. Assisted in preparing property management reports, contributing to data accuracy and operational insights. Maintained organized filing systems for leases, owner requirements, evictions, tenant programs, rental assistance, inspections, and rent collections. Supported the onboarding process of tenants. Answered phone calls from applicants, prospects, owners, tenants, vendors, and leasing managers on issues and concerns about properties. Invoice processing to ensure timely payment to vendors and owners. Increased revenues by efficiently monitoring and charging renewed contracts, late fees and faster application processes.
iQor, full_time
Jan 2022 to Apr 2024
Coordinated customer support inquiries, ensuring timely resolutions and high satisfaction rates. Developed and maintained documentation for support processes. Managed ticketing system to track customer issues, improving response time significantly. Increased support quality with thorough troubleshooting steps and problem solving techniques. Consistently met or exceeded performance metrics showcasing dedication to provide support services. Handles sales and order status support. Displayed flexibility to adapt to quarterly policy changes.
Teletech, full_time
Feb 2019 to Oct 2021
Provided exceptional customer support through live chat, addressing inquiries, and resolving issues effectively related to appliances, phone, computers, gaming systems, and home security. Resolved technical issues by utilizing comprehensive knowledge of company products and services. Boosted customer retention, maintaining a professional and empathetic tone throughout all interactions. Exceeded established KPI’s related to response time, resolution rate, and overall quality scores in chat support metrics. Reduced escalations to higher-level support teams by successfully addressing customer’s issues at first point of contact. Managed timely and effective replacement of damaged or missing products. Scheduling appointment for customers in need of professional help in technical issues as well as deliveries.
Teleperformance, contract
Apr 2018 to Nov 2018
Assisted customers in booking accommodations, flights, car rentals, and activities. Assisted in making changes to bookings, making sure to provide important details on fees, terms and penalties, all while making sure they are provided multiple options to avoid extra fees. Calling vendors and airlines for any adjustments and changes. Meeting monthly KPI’s. Enhanced client satisfaction by promptly resolving account issues and providing exceptional customer service.