Virtual AssistantVirtual Assistant

Key Achievements:

Ticketing Platforms I’ve used Zendesk and Intercom to manage high-volume queues, prioritize escalations, and maintain SLAs. I’m comfortable navigating macros, tagging systems, and internal notes to keep communication organized and efficient. Chargebacks & Disputes I’ve handled chargeback cases by gathering and submitting evidence through Shopify, including order history, tracking details, and customer communication logs. I understand how to present clear, structured responses to improve win rates. Using AI in Customer Support I actively use AI tools to draft responses, summarize tickets, and speed up repetitive tasks while ensuring the final message feels human and aligned with the brand. I see AI as a tool to enhance "not replace" good support, and I’m confident stepping in to refine or override automated responses when needed. Beyond technical skills, I’m reliable in fast-paced environments, comfortable with performance expectations, and open to weekly team check-ins. I also understand the importance of tone, especially when moderating social media comments and DMs where brand perception is highly visible.

Key Achievements:

● Led a collections team handling Accounts Receivable (AR) and Accounts Payable (AP) accounts ● Ensured timely follow-ups to prevent delinquency and improve account resolution rates ● Managed tickets and workflows using Salesforce and Zendesk ● Provided coaching and support to improve team performance and accuracy

Key Achievements:

● Served as point of contact for a financial accounts team supporting U.S. banking clients ● Handled billing disputes, chargebacks, and fraud-related investigations ● Managed Zendesk email support and ensured timely case resolution ● Supported team operations and performance improvement initiatives