Virtual Assistant | Customer and Administrative SupportVirtual Assistant | Customer and Administrative Support

Key Achievements:

• Client Communication & Scheduling: Managed high-volume email and ticketed inquiries to finalize schedules, intake scope-of-work details, and answer service queries while upholding strict response SLA targets. • Back-Office Support: Delivered seamless omnichannel support (email and live chat) to manage daily schedule updates, service cancellations, and address changes. • Data Integrity & CRM Management: Audited and updated customer profiles, address directions, entry instructions, and recurring service schedules within the CRM to maintain complete data integrity. • Retention & Dispute Resolution: Responded to service complaints or missed requirements promptly, coordinating remediation efforts directly with field managers to protect client retention. • Real-Time Field Collaboration: Coordinated with on-site teams and operations via Slack and internal portals to resolve entry issues, scope modifications, or immediate escalations on the job.

Key Achievements:

• Revenue & Consultative Sales: Exceeded monthly sales targets through strategic upselling of premium room upgrades and time-share referrals. • De-escalation & Resolution: Managed high-stress customer interactions, resolving booking discrepancies, billing issues, and cancellation disputes tactfully. • Call Center Metrics & KPIs: Consistently met core call performance metrics, including Average Handling Time (AHT), First Contact Resolution (FCR), and Customer Satisfaction (CSAT) benchmarks. • CRM & Systems Navigation: Navigated multi-screen reservation management software and internal knowledge bases in real-time to provide fast, accurate guest assistance. • Customer Relationship Management: Handled high-volume global reservation calls, account modifications, and complex booking inquiries via multi-line phone channels.