Virtual Assistant / Customer ExperienceVirtual Assistant / Customer Experience

Key Achievements:

Assisted customers with inquiries and complaints through social media and review platforms. Used Salesforce, Zendesk, Trust Pilot, Clarabridge, BBB, Yelp, and Glassdoor to manage interactions. Tracked and documented customer concerns for proper follow-up and resolution. Monitored reviews and maintained timely customer engagement. Delivered professional support through, phone, email, and chat channels. Maintained accurate documentation of customer concerns and resolutions

Key Achievements:

Led onboarding, upskilling, and cross-skilling training sessions to enhance employee capability and operational readiness. Delivered QA discussions and targeted coaching for low-performing agents, supporting continuous performance improvement. Reviewed and approved new hire timecards to maintain payroll accuracy and timely submission. Prepared incident reports and termination documents for cases related to performance deficiencies or misconduct. Developed monthly knowledge assessments for Team Leads and Agents to reinforce process knowledge and retention.

Key Achievements:

Served as the Subject Matter Expert for process and policy concerns, providing real-time guidance to agents and team leads. Supported the resolution of escalated customer concerns and complex cases while ensuring compliance with company and client standards. Communicated process updates and operational changes to maintain team alignment and service consistency. Partnered with QA, Training, and Operations teams to identify improvement opportunities and enhance overall team performance. Analyzed recurring issues and recommended solutions to improve efficiency, accuracy, and customer experience.