2011
Bachelor of Science in Nursing
Velez College
About Me
Hi there! I'm a highly motivated Virtual Assistant with over 10 years of experience in customer service. I love helping businesses thrive, and I'm skilled in administration, phone and email support, and even creating graphics.
Think of me as your secret weapon! I can take care of those time-consuming tasks, provide friendly and helpful phone support, and even add a touch of creativity to your brand. This frees you up to focus on what you do best – growing your business! I'm all about providing top-notch support that makes a real difference. Let's work together to make your business shine!✨
Professional Skills
Skills that I can contribute to your Business!
Customer Support
Calendar Management
Email Management
Social Media Management
Basic Graphic Design
Data Entry
Certificates
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My Experience and Education
2021
-
2024
Resolute Property Tax Solutions
(Senior Customer Support)
Customer Service Calls: Manage customer service calls, providing timely and effective solutions
to inquiries, resolving issues, and enhancing customer satisfaction.
Email Support: Manage and respond to customer inquiries via email ( via HelpScout ), ensuring
clear, concise, and timely communication to address concerns and provide solutions.
Administrative Tasks & Projects: Perform various administrative tasks, including maintaining
customer records.
Project Management: Oversee and contribute to customer support projects, including system
enhancements and implementation of new tools, to improve overall support processes and
departmental effectiveness.
Escalation Management: Handle complex and sensitive customer escalations via email and
phone, ensuring resolution with a focus on customer retention and satisfaction.
Training & Development: Conduct detailed training sessions for new hires, covering product
knowledge, customer service protocols, and company policies to ensure effective onboarding
and performance.
Coaching & Feedback: Provide ongoing coaching and constructive feedback to team members,
promoting skill enhancement and alignment with company standards.
Staffing Coordination: Oversee staffing schedules and resource management to ensure
adequate coverage and efficient handling of customer interactions.
Payment Processing: Supervise payment processing through lockbox, ensuring accurate and
timely management of financial transactions.
2017
-
2020
JPMorgan Chase
(Telephone Banker)
Handled 80-100 inbound calls daily, providing prompt and accurate assistance to customers.
Addressed a variety of banking concerns, including balance inquiries, transaction details,
disputes, and claims.
Performed account maintenance tasks, ensuring accurate and up-to-date customer information.
Delivered exceptional customer service, resolving issues efficiently while maintaining high
satisfaction ratings.
Utilized strong multitasking and organizational skills to manage high call volumes and meet
performance targets.
2011
-
2017
Convergys - Sprint
(Customer Service Representative)
Managed billing, technical, and sales concerns, providing effective solutions to ensure customer
satisfaction.
Resolved complex customer issues efficiently, maintaining high first-call resolution rates.
Exceeded performance metrics, including customer satisfaction scores and sales targets.
Mentored new team members, fostering their development and enhancing overall team
performance.
Utilized communication and problem-solving skills to build strong customer relationships and
promote brand loyalty.
My Services
Customer Support
10+ years experience in customer service
Social Media Management
Analyzing engagement data, identifying trends in customer interaction and planning digital campaigns to build community.
Data Entry / Web Researcher
Search the Internet for information on a wide variety of topics.
Content Creator
Promote companies' products and services by developing copy for websites, social media, marketing materials.