Real Estate | Virtual Assistant |Customer Service SpecialistReal Estate | Virtual Assistant |Customer Service Specialist

Key Achievements:

• Provided full remote support for locksmith and garage service businesses, handling inbound customer inquiries via phone and CRM systems. • Managed service requests for emergency lockouts, rekeying, repairs, installations, and garage door services. • Qualified leads, followed up on inquiries, and successfully converted leads into confirmed bookings. • Scheduled, confirmed, and coordinated technician appointments across multiple AU and NZ locations. • Supported management tasks including monitoring lead conversion rates and service quality. Locksmith Service – Manager • Oversaw daily operations and ensured efficient handling of customer inquiries and service requests. • Maintained accurate records, updated CRM data. • Monitored lead conversion rates and service quality to improve booking success and customer satisfaction. • Coached and supported agents to maintain performance standards and workflow efficiency. • Prepared and managed invoices and service quotations accurately and on time. • Coordinated and managed appointment scheduling to ensure timely service delivery.

Key Achievements:

Associate, Controls & Compliance Officer I • Ensured all annual audits remained 100% compliant with no major non-conformances. • Prevented fraud and reduced client escalations through proactive risk management. • Led integrity training initiatives with zero-tolerance policy compliance. • Certified in Effective Internal EMS Auditing (ISO 19011 & 14001). Team Leader • Conducted coaching, training, and performance reviews to improve team productivity. • Analyzed operational data to identify performance gaps and improvement opportunities. • Motivated and recognized high-performing team members. • Certifications: Team Leader Training (Grow Coaching, Journey to Leadership 1 & 2), Microsoft Excel Training. Senior Quality Evaluator • Conducted quality audits and provided feedback to agents and leaders. • Evaluated performance metrics and recommended process improvements. • Certified Lean Six Sigma Yellow Belt. Advisor I – Customer Service • Resolved customer inquiries, complaints, and billing concerns. • Maintained high customer satisfaction through clear and empathetic communication. • Built long-term customer relationships.

Key Achievements:

• Handled customer inquiries, complaints, and order issues via email and chat. • Maintained 5-minute AHT, completing up to 12 emails per hour. • Updated CRM and documented customer interactions accurately. • Followed up on cases to ensure resolution and customer satisfaction. • Complied with company policies, SLAs, and quality standards.