Virtual Assistant / Customer Support / Trust and SafetyVirtual Assistant / Customer Support / Trust and Safety

Key Achievements:

- Manage executive inboxes, calendars, and communication workflows for remote clients. - Prepare reports, documents, and operational materials for leadership teams. - Coordinate meetings, schedules, and project timelines across distributed teams. - Identify workflow improvements to streamline operations and improve productivity.

Key Achievements:

Responded to high-volume customer inquiries across social media channels and live chat. - Assisted users with product questions, troubleshooting issues, and service inquiries. - Maintained a positive brand voice while providing clear and helpful responses. - Escalated complex cases and technical issues to the appropriate teams for resolution. - Monitored social platforms to identify customer concerns and provide proactive support.

Key Achievements:

- Provided customer support through CRM systems, resolving inquiries related to orders, product use, and account questions. - Documented customer interactions and tracked cases to ensure proper follow-up and resolution. - Worked collaboratively with internal teams to resolve complex customer concerns.

Key Achievements:

- Provided customer support for freelancers and clients using the Upwork platform and desktop application. - Investigated issues related to time tracking software, including timers not tracking correctly, screenshots not capturing, and application loading errors. - Guided users through troubleshooting steps such as app updates, reinstallations, permission settings, and connection troubleshooting. - Enforced platform Terms of Service and assisted with identity verification and account security cases. - Escalated complex technical issues to engineering teams while ensuring clear communication and follow-up with users. - Helped educate users on platform policies, safe practices, and troubleshooting procedures. - Collaborated with cross-functional teams to maintain platform integrity and improve user experience.

Key Achievements:

- Moderated user-generated content to ensure compliance with community guidelines. - Investigated suspicious activity and escalated violations to maintain a safe platform. - Supported the integrity of the platform by identifying abuse patterns and enforcing policy compliance.

Key Achievements:

- Managed support tickets through Zendesk and handled real-time conversations via LiveChat. - Assisted customers with refunds, order changes, and account updates using Shopify. - Investigated delivery issues by tracking shipments through UPS, USPS, FedEx, Amazon, and 17Track. - Maintained accurate customer records and documented interactions within the CRM system. - Consistently met key performance metrics, including First Response Time, Customer Retention Rate, and Customer Effort Score.