Virtual Assistant, Customer Service, Technical Support, LeadVirtual Assistant, Customer Service, Technical Support, Lead

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Key Responsibilities & Achievements: Generated, researched, and qualified B2B leads through email outreach, digital prospecting, and targeted engagement to build and expand the sales pipeline. Conducted needs assessments and discovery conversations to understand client requirements and identify opportunities for tailored IT solutions. Promoted and recommended software, cloud, and IT infrastructure solutions based on customer business needs and objectives. Managed prospects throughout the sales cycle, from initial outreach and qualification through follow-ups, solution presentation, and closing, while working toward established sales targets. Built and maintained strong client relationships through consistent communication, timely follow-ups, and consultative engagement, contributing to customer satisfaction and repeat business. Collaborated with Account Executives, technical specialists, and internal teams to develop appropriate solutions and ensure a smooth customer experience. Maintained accurate and up-to-date CRM records, documenting prospect information, sales activities, customer interactions, and opportunity progress. Stayed informed about IT industry trends, emerging technologies, and product offerings to effectively communicate solution value and address customer needs. Demonstrated strong communication, prospecting, relationship-building, and sales skills while contributing to overall pipeline development and business growth.

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Provided timely and professional customer support by responding to inquiries and resolving issues through live chat. Developed strong knowledge of LEAP software functionalities to accurately answer user questions and provide effective guidance. Identified, troubleshot, and resolved common technical issues, ensuring a smooth and positive customer experience. Escalated complex or urgent technical concerns to higher-tier support teams and specialists when necessary. Maintained detailed and accurate records of customer interactions, issues, troubleshooting steps, and resolutions for effective tracking and follow-up. Delivered clear and customer-focused communication while handling multiple inquiries efficiently. Strengthened technical support, problem-solving, communication, and customer service skills while contributing to overall service quality and user satisfaction.

Key Achievements:

Key Responsibilities & Achievements: Diagnosed and resolved complex hardware-related issues, including problems involving hardware components, firmware, software, and system compatibility. Performed in-depth troubleshooting and root-cause analysis to identify technical issues and develop effective solutions. Collaborated with software developers, engineers, and product managers to investigate recurring issues, identify underlying causes, and implement appropriate resolutions. Provided technical guidance, training, and support to Tier 1 and Tier 2 support teams, helping improve their troubleshooting capabilities and issue resolution process. Created and maintained technical documentation, troubleshooting guides, and instructional procedures to support consistent and efficient issue handling. Monitored the latest hardware technologies, industry developments, and technical trends to maintain strong product and technical knowledge. Demonstrated strong analytical and problem-solving skills when handling complex and high-priority technical issues. Worked effectively both independently and collaboratively, taking ownership of technical issues while maintaining clear communication with cross-functional teams. Contributed to improved support efficiency by sharing technical knowledge, documenting solutions, and helping lower-tier teams resolve issues more effectively.

Key Achievements:

Provided advanced technical support for Google Hardware (HWC) products, troubleshooting and resolving complex hardware, software, connectivity, and performance-related issues. Supported a diverse portfolio of Google hardware and smart home products, including Google Home, Google WiFi, Chromecast, Nest Thermostat, and Nest Smoke Detector, as well as Project Stream (Assassin’s Creed Odyssey). Applied in-depth product and technical knowledge to diagnose hardware failures, connectivity issues, device performance problems, and product-specific concerns, identifying appropriate solutions and workarounds. Handled escalated and high-priority customer cases, taking ownership from initial investigation through resolution while maintaining a high standard of customer service. Communicated complex technical information in a clear, concise, and easy-to-understand manner, ensuring customers understood troubleshooting steps and solutions. Worked as a Subject Matter Expert (SME) by providing technical guidance and support to Tier 1 teams on complex product-related issues. Conducted training sessions, one-on-one coaching, and knowledge-sharing activities to strengthen Tier 1 agents’ technical knowledge and troubleshooting capabilities. Created and contributed to knowledge base articles, troubleshooting documentation, and support resources to improve consistency and efficiency across support teams. Stayed updated on new product releases, features, technical developments, and known issues to provide accurate and effective support. Contributed to customer satisfaction and improved case resolution by combining strong technical expertise, problem-solving skills, and customer-focused communication. Served as a reliable technical resource for both customers and internal support teams, helping bridge the gap between frontline support and advanced technical troubleshooting.

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Managed and supported credit card accounts, assisting customers with account inquiries, billing concerns, payments, transactions, disputes, and other card-related issues while maintaining a high level of customer service. Led the day-to-day operations of a credit card customer service team, ensuring adherence to company policies, banking procedures, compliance requirements, and service-level standards. Monitored team performance across key metrics such as customer satisfaction, quality, productivity, attendance, and service levels, providing regular feedback and coaching. Assigned daily tasks and responsibilities based on team members’ skills, experience, and workload to maintain efficient account coverage and operational performance. Provided ongoing coaching, mentoring, and performance management to help team members improve their customer handling, credit card knowledge, and overall performance. Served as a Trainer for credit card operations, delivering training on account procedures, billing and payment processes, card features, customer service standards, and proper handling of sensitive customer information. Identified knowledge and performance gaps and developed refresher training, coaching sessions, and process updates to improve accuracy and service quality. Supported agents in handling complex and escalated credit card concerns, providing guidance on appropriate procedures, account handling, and customer resolution. Ensured team members followed established security, authentication, data privacy, and compliance procedures when handling customer and credit card information. Set clear and measurable team performance goals, tracked progress, and implemented coaching or action plans when performance improvements were required. Analyzed team performance and customer service trends to identify process gaps and opportunities for improvement, recommending solutions to increase efficiency and customer satisfaction. Prepared and presented team performance reports and operational updates to management, highlighting achievements, challenges, trends, and recommended action plans. Acted as a key communication link between frontline agents, customers, trainers, and management, ensuring operational concerns and customer issues were properly addressed. Encouraged team members to share ideas and process improvements, fostering a collaborative environment focused on better customer experiences and operational efficiency. Demonstrated strong leadership and accountability by leading by example, maintaining professionalism, and supporting the team in achieving business and customer service objectives. Contributed to improved customer satisfaction, service quality, and team performance through effective coaching, credit card account expertise, and hands-on leadership.

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Provided advanced technical support for Time Warner Cable services, including high-speed internet, cable TV, and digital phone services. Diagnosed and resolved complex technical issues involving network connectivity, cable equipment, internet performance, and telecommunications services. Utilized strong knowledge of network infrastructure, cable technology, and telecommunications systems to troubleshoot issues and identify appropriate solutions. Performed systematic technical troubleshooting and root-cause analysis, guiding customers through step-by-step solutions to restore service and minimize downtime. Handled complex and escalated technical concerns while maintaining ownership of customer issues from diagnosis through resolution. Clearly explained technical information and troubleshooting procedures in a simple and easy-to-understand manner, ensuring customers were comfortable following the recommended steps. Delivered a consistently high level of customer service and technical support, balancing effective problem resolution with a positive customer experience. Strengthened expertise in telecommunications, network troubleshooting, and customer support, enabling efficient handling of a wide range of technical concerns. Demonstrated strong analytical, problem-solving, communication, and customer service skills while working in a fast-paced technical support environment.

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Third-Party Collections Specialist: Managed third-party collection accounts, contacting customers regarding outstanding or delinquent balances while maintaining a professional and customer-focused approach. Conducted outbound calls to locate, contact, and communicate with account holders regarding their outstanding obligations. Verified customer and account information and reviewed account history to determine appropriate collection strategies. Discussed payment options and arrangements with customers based on account status and applicable guidelines. Handled customer questions, objections, and concerns while maintaining professionalism and working toward successful account resolution. Maintained accurate and detailed account notes and collection records, documenting customer interactions, commitments, and follow-up activities. Applied effective negotiation and communication skills when discussing payment solutions and resolving customer concerns. Followed established collection procedures, quality standards, and data privacy requirements when handling sensitive customer and financial information. Consistently managed multiple accounts and follow-ups while working toward collection, productivity, and quality targets. Built strong experience in debt collection, customer communication, negotiation, account management, and problem resolution, which contributed to my promotion to Skip Tracer. Skip Tracer – Promoted Position Promoted to Skip Tracer based on performance, experience, and demonstrated ability to handle complex collection and account research activities. Conducted detailed skip tracing and investigative research to locate customers who were difficult to reach or whose contact information was outdated. Utilized available databases, internal systems, and data analytics tools to research and verify customer information and identify potential contact sources. Applied advanced skip tracing techniques, tools, and methodologies to improve the accuracy and efficiency of customer location efforts. Analyzed account history and available information to identify potential leads, updated contact details, and effective methods of reaching customers. Provided advanced guidance and support to other skip tracers, sharing research techniques, tools, and best practices for complex cases. Designed and delivered training and coaching sessions for new and existing skip tracers to improve research skills, productivity, accuracy, and case handling. Maintained detailed documentation of research methods, contact information identified, actions taken, and outcomes achieved for proper case tracking. Collaborated with collections teams by providing verified customer information and research findings to support account resolution. Identified opportunities to improve skip tracing processes, research strategies, and team workflows, contributing to more efficient operations. Served as a Subject Matter Expert (SME) and resource for complex skip tracing cases, helping team members resolve challenging accounts. Demonstrated strong analytical, investigative, problem-solving, leadership, and communication skills while supporting both individual cases and team performance.

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Provided customer service and technical support for Pitney Bowes mailing and shipping solutions, assisting customers with product setup, usage, troubleshooting, and account-related concerns. Supported customers using franking machines (postage meters), which are specialized devices used by businesses to weigh mail, calculate and print accurate postage directly onto envelopes or labels, helping streamline business mailing processes and reduce the need for traditional postage stamps. Assisted customers with common franking machine functions, including postage printing, rate and postage updates, meter operation, account-related inquiries, machine settings, and basic troubleshooting. Troubleshot technical issues involving franking machines, mailing equipment, software applications, connectivity, and related shipping solutions, identifying the root cause and providing appropriate resolutions. Guided customers through technical troubleshooting in a clear, patient, and easy-to-understand manner, ensuring they could confidently operate their mailing equipment and software. Managed customer concerns from initial inquiry through resolution, maintaining ownership of cases and ensuring timely and accurate follow-up. Provided support for Pitney Bowes’ broader mailing, shipping, and software solutions, helping businesses efficiently manage postage, mail processing, and shipping-related activities. Maintained strong knowledge of Pitney Bowes products, features, processes, postage requirements, and technical procedures to provide accurate and effective customer support. Consistently delivered a high level of customer service, balancing technical problem-solving with a professional and customer-focused approach. Earned a promotion to Subject Matter Expert (SME) by demonstrating strong product knowledge, technical troubleshooting abilities, customer service skills, and consistent performance. As an SME, provided advanced technical guidance and escalation support to Customer Service Representatives handling complex or difficult product-related concerns. Served as a key resource for internal teams by helping agents troubleshoot complex franking machine and software issues, clarify processes, and determine appropriate resolutions. Designed and delivered training sessions, product coaching, and knowledge-sharing activities for new and existing employees to strengthen product knowledge and troubleshooting capabilities. Created and supported training materials, troubleshooting guides, and process documentation to help improve consistency and efficiency within the support team. Assisted with identifying recurring technical and customer service issues, sharing insights with internal teams and recommending improvements to support processes. Stayed updated on new Pitney Bowes products, features, software updates, and technical developments to ensure accurate support and training. Strengthened expertise in technical support, customer service, product training, troubleshooting, and SME-level escalation handling, contributing to improved team capability and customer experience.

Key Achievements:

Provided customer service and technical support for Google Prepaid Local, assisting customers with inquiries, account concerns, service issues, and product-related questions through phone and other available support channels. Assisted customers with the Google Prepaid Local service, helping them understand and manage their prepaid account, available services, usage, and account-related transactions. Handled customer concerns involving account access, prepaid balances, transactions, service activation, usage, and general account inquiries, providing accurate information and appropriate resolutions. Diagnosed and resolved basic technical and service-related issues by following established troubleshooting procedures and support guidelines. Guided customers through step-by-step troubleshooting and account procedures using clear, simple, and customer-friendly communication, ensuring they understood the recommended solution. Investigated customer concerns by reviewing account information, transaction details, service history, and available troubleshooting resources to determine the appropriate course of action. Escalated complex, technical, or account-specific issues to the appropriate specialized support teams, while maintaining ownership of the customer concern and following up as required. Educated customers on the proper use of Google Prepaid Local services and features, helping them better understand their account and maximize the value of the service. Maintained strong knowledge of Google products, prepaid services, account processes, troubleshooting procedures, and support policies to provide accurate and timely assistance. Stayed informed about product updates, service changes, new features, and process improvements to ensure customers received current and reliable information. Delivered a consistently high level of customer service, demonstrating patience, empathy, professionalism, and effective problem-solving when handling customer concerns. Built positive customer relationships by actively listening to concerns, taking ownership of issues, and working toward first-contact or timely resolution whenever possible. Maintained accurate documentation of customer interactions, account concerns, troubleshooting steps, escalations, and resolutions in accordance with company procedures. Adhered to established quality standards, service-level agreements (SLAs), data privacy requirements, and customer service procedures when handling customer accounts and sensitive information. Consistently worked toward individual and team performance metrics, including response time, resolution time, quality scores, productivity, and customer satisfaction. Demonstrated strong communication, technical troubleshooting, problem-solving, and customer service skills while supporting customers in a fast-paced BPO environment.