Virtual AssistantVirtual Assistant

Key Achievements:

• Data & Documentation: Creating and updating spreadsheets, tracking operational metrics, and maintaining accurate records • Administrative Support: Communicating with team members, scheduling meetings, and managing email and calls. • CEO Calendar Management: Organising and creating meeting schedules for the CEO, coordinating internal and external appointments. • Supplier & Procurement: Contacting and ordering supplies for matcha products, liaising with suppliers regarding stock, fulfilment, and campaign projects. • Workforce Scheduling: Updating and maintaining the roster of schedules for warehouse workers to ensure smooth daily operations. • Sales & Inventory Reporting: Updating monthly sales figures per product and maintaining up-to-date inventory records. • Backend Operations: Assisting with e-commerce dropshipping, order processing, and inventory tracking. • Content Creation: Creating and publishing blog posts for the company website to support brand visibility and engagement. • Shopify Management: Managing the company's Shopify store including product listings, updates, and order coordination.

Key Achievements:

• Prepared and issued timely invoices to clients, detailing itemised charges and payment deadlines to facilitate prompt payments. • Analysed and verified account details of clients while performing reconciliations to maintain financial accuracy. • Managed digital utility bills by retrieving data, correcting information, and uploading documents through internal portals (UMS/AIR). • Managed advance payment transactions to proactively address possible service disruptions on client accounts. • Conducted comprehensive payment research to maintain client account accuracy and service continuity. • Responded to internal teams and utility providers via email, ensuring timely resolution of queries. • Directed communication strategies with utility companies to address service disruptions and disconnect notifications. • Managed payment credit application processes and diligently tracked outgoing payments to uphold financial integrity. • Maintained accurate accounts receivable records; applied credits and collections to outstanding balances. • Compiled and analysed accounts receivable aging reports to identify outstanding invoices and prioritise collection strategies. • Registers/deregisters accounts and updates login credentials for various utility platforms. • Troubleshoot untagged or incomplete email records and reroutes to appropriate departments.

Key Achievements:

• Delivered technical and customer support for global clients on digital platforms. • Addressed and resolved customer, dasher, and merchant inquiries via email, live chat, and phone calls. • Managed escalated cases and resolved complex concerns professionally and efficiently. • Met performance KPIs including CSAT, average handling time (AHT), and quality audits. • Partnered with team leads to improve response strategies and agent efficiency. • Tracked updates on menu prices and customer subscriptions to facilitate informed customer interactions

Key Achievements:

• Provided voice support for billing and service inquiries from international customers. • Maintained detailed call logs and followed QA scripts to ensure accuracy. • Developed rapport with customers to increase satisfaction and repeat support success.

Key Achievements:

• Resolved product and account issues through call support and product troubleshooting. • Identified recurring service problems and flagged them for improvement. • Contributed to improving issue tracking and customer feedback reports.