Virtual Assistant | Customer Service | Phone, Chat and EmailVirtual Assistant | Customer Service | Phone, Chat and Email

Key Achievements:

• Delivered technical support for smartphone and mobile device issues through inbound phone support. • Diagnosed hardware, software, and connectivity concerns using troubleshooting tools and knowledge bases. • Guided customers through step-by-step solutions while maintaining excellent customer satisfaction. • Recommended relevant products and services based on customer needs. • Documented customer interactions and resolutions accurately within internal systems.

Key Achievements:

• Assisted customers via phone support with unauthorized transactions and account security concerns. • Processed fraud claims and dispute requests for debit cards and bank accounts. • Provided accurate claim updates while consistently meeting service-level agreements (SLAs). • Investigated customer concerns and escalated complex cases following company procedures. • Maintained detailed documentation and collaborated with internal departments to resolve customer issues efficiently.

Key Achievements:

• Provided customer support via live chat and email for the world's largest search engine's online store, assisting with order management, order status, delivery issues, product inquiries, returns, refunds, and exchanges. • Resolved customer concerns by delivering timely and accurate solutions while maintaining detailed case documentation, managing support tickets, escalating complex issues when necessary, and ensuring end-to-end case ownership through consistent follow-up until resolution.

Key Achievements:

• Delivered high-quality support via inbound calls, resolving account inquiries, billing concerns, and technical issues related to mobile services, devices, and transactions. • Assisted customers by building strong relationships through effective service to improve retention, reduce churn, and enhance customer loyalty. • Conducted audits and prepared reports for management, driving remediation efforts by coaching staff to correct gaps and prevent future compliance issues. • Partnered with leadership to equip teams with the necessary knowledge of regulatory requirements, ensuring work is performed in a compliant and ethical manner. • Partnered cross-functionally with support and product teams to efficiently resolve customer issues and requests. • Supported frontline agents by addressing complex inquiries and managing escalations through chat-based systems.

Key Achievements:

• Provided inbound phone support for a leading online payroll and tax platform, assisting customers with payroll processing, tax filing support, account management, troubleshooting platform-related issues, and resolving customer inquiries while maintaining accurate documentation and meeting service-level expectations.