Virtual Assistant, Customer SupportVirtual Assistant, Customer Support
Iden
$1,200
per month
($7/hour)
Profile Description
Customer service and operations professional with over a decade of experience in call center operations, quality assurance, and team leadership, including more than 7 years leading teams of up to 17 agents. I’ve handled accounts receivable and billing support for AT&T, including payment arrangements, credit adjustments, and billing disputes, and I spent the last five years working full-time from home as a Workforce Planner, building schedules, tracking performance, and preparing reports. I’m org...
Top Skills
Skills & Expertise
Skill Levels Explained:
💡 Hover over any skill level to see exact years of experience
Customer Success
Data & Analytics
Finance & Accounting
Real Estate Operations
Specialized Skills
Work Experience
Workforce Planner
LizardBear Tasking, Inc. (PEZA)
Jul 2021 - Sep 2026
Key Achievements:
Forecasted staffing needs and built and edited schedules in NICE IEX WebStation to match workload Monitored daily performance and attendance against targets and adjusted staffing as needed Prepared and sent regular workforce reports to management Coordinated with team leaders and operations on shift coverage, schedule changes, and time-off requests
Team Leader
LizardBear Tasking, Inc. (PEZA)
Jul 2019 - Sep 2021
Key Achievements:
Led and coached a team of 17 agents to meet quality and productivity Conducted performance reviews and one-on-one coaching to improve results Monitored daily team metrics and sent regular performance reports to management
Team Leader
Clark Outsourcing
Aug 2018 - Apr 2019
Key Achievements:
Oversee production assistants to ensure that flyers are processed according to client expectations Conducted performance reviews for production assistants Assist production assistants in processing forms to be used as real estate flyers Sent hourly, daily, and weekly progress reports to keep the team on track with output targets
Team Leader
Sutherland Global Services
Sep 2011 - Jul 2016
Key Achievements:
Analyzed call volume and average call time to monitor Customer Representative Performance and productivity. Conducted performance reviews for all Customer Service Representatives to reduce resolution time and improve customer satisfaction rates. Led a team of 17 agents on AT&T accounts, consistently meeting customer satisfaction and performance goals. Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment. Defused volatile customer situations calmly and courteously
Senior Quality Specialist
Sutherland Global Services
Jul 2008 - Aug 2011
Key Achievements:
Prepared reports and communication for senior management and clients Answered a constant flow of customer calls when needed in queue Met or exceeded service and quality standards every review period
Customer Service/ Sales Rep
Sutherland Global Services
May 2007 - Jul 2008
Key Achievements:
Answered a constant flow of customer calls and ensure customer satisfaction Troubleshoot product/ device if necessary to resolve current issue Offer available product to customer and create a need