Virtual AssistantVirtual Assistant

Key Achievements:

Managed customer service and sales teams supporting Canadian customers across telecommunications products and services. • Monitored daily sales, customer experience, quality, attendance, and productivity metrics. • Managed employee timekeeping, attendance tracking, schedules, and related documentation. • Prepared and maintained daily, weekly, and monthly performance reports, trackers, and administrative records. • Conducted coaching, performance reviews, and root-cause analysis to identify performance gaps and improvement opportunities. • Coordinated team communications, operational updates, process changes, and business announcements. • Followed up on assigned action items and ensured completion within required timelines. • Assisted with customer escalations, account concerns, orders, transactions, and complex service issues. • Used multiple internal systems to access customer information, review transactions, process requests, and maintain accurate records. • Supported sales operations for Internet, TV, Home Phone, and Mobility services. • Collaborated with different departments to resolve customer and operational concerns. • Maintained confidential employee and customer information while ensuring accuracy of records and documentation.

Key Achievements:

• Provided customer service and sales support for U.S.-based customers across financial services and accounting software accounts. • Handled billing, payments, subscriptions, account concerns, transactions, and product-related inquiries. • Recommended appropriate products and services based on customer needs and successfully performed upselling and cross-selling. • Maintained accurate customer records, account information, transaction details, and case documentation. • Used CRM and customer management systems to review accounts, process transactions, document interactions, and resolve concerns. • Served as a Virtual Trainer, conducting product-specific training and assisting employees with product knowledge and process proficiency. • Assisted with employee development by providing training, guidance, and process clarification. • Conducted applicant interviews and assessments to help determine candidate suitability for available positions. • Assisted in identifying potential candidates who matched the requirements of available roles. • Collaborated with team leaders and management during onboarding, training, and employee support activities.