Mavi

General Virtual Assistant | Customer Service and Operations

Mavi

1,000/mo
Naga City, Philippines
Looking for Full-time
8 hours/day
Availability: US / EU / Asia timezone

Profile Description

Remote General Virtual Assistant, customer service professional, and Operations Team Leader with 7+ years of experience supporting U.S. and U.K. healthcare and e-commerce clients. Skilled in scheduling, documentation, reporting, and CRM management, with a record of 98% CSAT and 85+ NPS while leading a team of 20 advisors. Promoted twice at Concentrix, built SOPs and KPI dashboards for Operations Managers, and managed up to 110 customer tickets per shift. Seeking a remote Virtual Assistant, Custo...

Top Skills

Email Support · 7 yearsLive Chat Support · 7 yearsPhone Support · 7 yearsCanva · 4 yearsData Entry · 4 years

Skills & Expertise

AI & Automation

Claude/Anthropic APIBeginner

Content & Writing

Creative WritingBeginner
Email CopywritingBeginner

Customer Success

Live Chat SupportExpert
Phone SupportExpert
Email SupportExpert
Technical SupportAdvanced
Social Media SupportIntermediate
Ticket ManagementIntermediate

Data & Analytics

Excel (Advanced)Advanced
Google Sheets (Advanced)Advanced
TableauAdvanced

Design & Creative

CanvaAdvanced
CapCutAdvanced
Adobe PhotoshopIntermediate

E-commerce & Marketplace

ShopifyBeginner
Order ProcessingBeginner
Order FulfillmentBeginner

Human Resources

RecruitmentBeginner

Sales & Business Development

SalesforceAdvanced
B2C SalesBeginner
Cold CallingBeginner

Virtual Assistance & Admin

Data EntryAdvanced
Document ManagementAdvanced
Calendar ManagementBeginner
Email ManagementBeginner

Work Experience

Shopify Virtual Assistant

Purdy and Figg

Jan 2026 - Oct 2026

Key Achievements:

• Managed up to 110 customer support tickets per shift in Dixa, maintaining an average handle time of 5–10 minutes. • Processed order cancellations, refunds, and replacement requests in Shopify according to client policies. • Managed customer subscriptions in Skio, including cancellations and account updates. • Updated customer records, shipping addresses, and order details to keep documentation accurate. • Resolved customer concerns professionally while maintaining service quality and customer satisfaction.

Live Chat SupportTicket ManagementExcel (Advanced)ShopifyEmail SupportGoogle Sheets (Advanced)Order ProcessingDocument ManagementOrder FulfillmentData Entry

Team Leader, Operations

Concentrix

Aug 2024 - Jan 2026

Key Achievements:

• Led a team of 20 advisors, monitoring KPIs, quality metrics, and productivity dashboards; coaching strategies consistently achieved 98% CSAT and 85+ NPS. • Prepared weekly and monthly KPI dashboards for Operations Managers, highlighting trends, risks, and performance opportunities. • Coordinated schedules, meetings, and workload distribution to optimize team efficiency and daily operations. • Conducted one-on-one coaching sessions that improved advisor productivity, quality scores, and customer satisfaction. • Resolved escalations and collaborated with cross-functional departments to improve workflow efficiency. • Supported remote and cross-functional teams by coordinating daily operations and maintaining efficient workflows

Excel (Advanced)RecruitmentSalesforceEmail ManagementPhone SupportGoogle Sheets (Advanced)Document ManagementData Entry

Quick Stats

Age32 years
English LevelFluent
ID VerificationNot verified