General Virtual AssistantGeneral Virtual Assistant

Key Achievements:

Lead Generation Specialist Smart-Hubb | July 2025 - 2026 Scraped leads from [link hidden] Enriched scraped leads according to reviews and website URLs Contacted each website via “Contact Us” Form Responded to Positive/Neutral Responses via Outlook/GMail Sent SOD/EOD Reports via Microsoft Teams

Key Achievements:

Real Estate Admin Assistant Rocket Station | April 2021 - 2022 Performed basic graphic design using Canva Created and posted content in Facebook, Twitter, Instagram, and LinkedIn Manage Website using Squarespace and GoDaddy Created flyers using ZipYourFlyer/Corefact Sourced leads and performed skip tracing Filed creation of compiled raw data for auction (foreclosures and tax deeds) and probates in a weekly basis Performed weekly checkup of automated or bot folders for auction and probates via Bot Updated weekly data tracker Created and allocated weekly tasks via Asana Created and allocated ad hoc (additional project) via Asana Managed weekly task or ad hoc progress (task update per interval) Performed data scrub and quality control per QA monitoring form guidelines Updated weekly historical, RFL, ReadyMode Internal Data Created CSV file for skip tracing Filed and processed data or flow Maintenance Followed weekly or monthly schedule for data entry on Asana Entered data into Excel templates Checked websites for data enrichment Recorded property information from data sources Imported enriched data into CRM Farmed addresses using FNT Title Toolbox Created Pre-listing Packages and Listing Agreement Conducted Comparable Analysis for houses Quality Assurance Specialist Rocket Station | Nov 2022 - 2025 Listened to recorded calls to assess agent performance Evaluated written interactions for professionalism and accuracy Used predefined QA scorecards to rate agent performance based on key metrics Conducted daily audits to ensure compliance with service standards and company policies Took part in weekly calibration sessions for scoring criteria alignment

Key Achievements:

Phone and Chat Support Sutherland Global Services Corresponded with customers to resolve order issues and concerns via Live Engage tool Assisted customers with placing orders via chat Processed orders, credits and returns Special Projects Coordinator Sutherland Global Services Answered refund/replacement requests from tier 1 agents Created return labels/call tag for customer orders Answered emails and chats from buyers of Amazon via Seller Central Processed partial/full refund from customers of eBay via Paypal Human Resources Generalist Sutherland Global Services Received calls from coworkers regarding their pays and any HR- related issues Reviewed paycheck via Lawson tool Took down notes of coworkers complaints or requests and submitting them to HRD Documented calls received via Servicenow ticketing system Checked applicant eligibility via Taleo Real-time Analyst Sutherland Global Services Managed the call volume, daily attendance, and program break schedules Assisted with creation of metrics and targets for services Sent daily, weekly, and monthly shrinkage and service level reports Worked on ADHOC reports Managed queue via ACD, XSpace and CMS tool Updated agent’s status real-time via NICE/IEX/Web Station