General Virtual Assistant | Admin, Data & Operations SupportGeneral Virtual Assistant | Admin, Data & Operations Support

Key Achievements:

- Managed customer reviews and feedback for multiple third-party client brands through the Yext platform. - Created professional, timely, and brand-aligned responses to customer feedback. - Followed client-specific communication guidelines and brand voice requirements. - Handled multiple client accounts while maintaining accuracy and response-quality standards. - Reviewed customer information and interactions carefully while following established workflows.

Key Achievements:

• Conducted quality reviews of high-volume customer interactions and cases to assess accuracy, compliance, and adherence to established standards. • Identified recurring errors, critical issues, and process gaps and communicated findings to Operations and relevant stakeholders. • Maintained QA trackers, reports, scorecards, and documentation using Google Sheets and other internal systems. • Coordinated 1:1 coaching schedules through Google Calendar and supported timely follow-up on quality-related action items. • Participated in weekly grader calibrations to promote consistent quality evaluation across the team. • Collaborated with QA, SME, and Operations teams to clarify processes, address quality concerns, and identify improvement opportunities. • Prepared meeting notes, quality updates, and documented action items for follow-through.

Key Achievements:

• Conducted KYC/KYB verification and reviewed customer and business information before platform onboarding. • Verified identity documents, bank documents, customer name changes, and Persona selfie/liveness checks. • Identified inconsistencies, altered documents, suspicious activity indicators, and potential fraud risks for further review. • Researched and documented case details, supporting information, and findings accurately. • Escalated cases requiring further investigation according to established procedures. • Managed high-volume investigations while maintaining accuracy, confidentiality, and turnaround-time requirements.