Customer support, CRM Admin,Ops Support, Syst&Automations VACustomer support, CRM Admin,Ops Support, Syst&Automations VA
Lilian
ID Verified$700
per month
($4/hour)
Profile Description
I am a versatile Virtual Assistant and Customer Support professional with experience in CRM management, client communication, administrative support, and executive assistance. I am highly organized, tech-savvy, detail-oriented, and comfortable managing multiple priorities while maintaining excellent customer experiences. I bring strong communication, problem-solving, and follow-through skills, and I quickly adapt to new tools, systems, and workflows. I am proactive, reliable, and focused on help...
Top Skills
Skills & Expertise
Skill Levels Explained:
💡 Hover over any skill level to see exact years of experience
AI & Automation
Content & Writing
Customer Success
Design & Creative
Sales & Business Development
Specialized Skills
Virtual Assistance & Admin
Work Experience
Freelancer
Freelance
Apr 2023 - Present
Key Achievements:
Managed calendars, inboxes, and scheduling across time zones with zero missed deadlines Standardized inbox and scheduling workflows, cutting admin workload by 2–3 hours per client per day Supported CRM updates, client onboarding documentation, and follow-up tracking Handled research, data entry, billing, and travel planning for clients Maintained accurate records and strict confidentiality across all client-facing processes Documented processes into clear SOPs, organizing records for consistent handover Supported 3+ clients simultaneously with consistent, accurate, error-free communication
Customer Service Agent
Scope Markets Kenya
Aug 2019 - Feb 2023
Key Achievements:
Maintained 100% accuracy on daily financial reconciliations for 3.5 years straight, with zero audit findings across all reporting periods Administered Freshworks and Zendesk for account onboarding, ticket queues, records management, and escalation handling Consistently met response-time and quality SLAs across all channels, including high-volume periods Assisted clients with trading account setup, client portal access, deposits/withdrawals, and platform troubleshooting Facilitated manual payments and resolved trading-related queries Resolved escalated client complaints, prioritizing first-contact resolution and client trust Coordinated shift handovers directly with the Cyprus HQ team, ensuring uninterrupted service across time zones Maintained full AML/CFT compliance across all client interactions, data handling, and financial reporting