Administrative Support | Customer Support | OperationsAdministrative Support | Customer Support | Operations

Key Achievements:

• Handled 55+ customer inquiries daily across email, phone, and live chat, maintaining sub-10-minute first response times and a 98% CSAT score. • Triaged customer, supplier, and internal inquiries through shared inboxes, resolving routine issues and escalating complex cases to the appropriate teams while maintaining timely follow-up. • Strengthened customer onboarding and retention through structured follow-ups and proactive communication, contributing to an approximately 20% reduction in cancellation requests. • Processed refunds, cancellations, purchases, and account requests while ensuring accurate documentation and adherence to established procedures. • Maintained 100% CRM data accuracy and coordinated cross-team operational follow-ups, keeping customer records, handovers, and outstanding action items accurate and up to date.

Key Achievements:

• Reviewed and quality-checked 100+ weekly deliverables for accuracy, consistency, clarity, grammar, and compliance with established standards. • Maintained detailed quality assurance documentation and workflow records to support operational tracking and reporting. • Collaborated with remote teams to meet strict production deadlines and identified inconsistencies before final approval, reducing rework and improving workflow efficiency.

Key Achievements:

Coordinated client and stakeholder calendars, meetings, reminders, and scheduling changes using Google Calendar and Calendly. • Tracked projects, tasks, deadlines, and follow-ups in [link hidden] while coordinating with stakeholders to keep action items progressing; used Fathom for meeting notes, capturing key decisions and follow-ups to support continuity. • Managed social media scheduling through Meta Business Suite and responded to Instagram and Facebook comments and DMs, maintaining timely customer engagement. • Created Canva content updates and prepared customer announcements, supporting broader marketing and communication efforts. • Supported administrative operations through inbox management, invoicing and payment follow-ups, research and outreach, and small-scale project, meeting, training, and event coordination.