CSR / AGENT SUPPORT / DATA ANALYSTCSR / AGENT SUPPORT / DATA ANALYST
Sheila
ID Verified$800
per month
($5/hour)
Profile Description
Results-driven and highly adaptable Virtual Assistant with a strong background in customer service, administrative support, and data analysis. I have several years of experience supporting healthcare, financial, and technical accounts in fast-paced environments, where I consistently delivered exceptional customer experiences while maintaining accuracy and professionalism. My experience includes handling inbound and outbound customer interactions, providing agent support, resolving complex custo...
Top Skills
Skills & Expertise
Skill Levels Explained:
💡 Hover over any skill level to see exact years of experience
Customer Success
Data & Analytics
Finance & Accounting
Sales & Business Development
Work Experience
Customer Service Representative
TELEPERFORMANCE
Jan 2025 - Dec 2025
Key Achievements:
I have improved first call resolution from 78% to 86% . I handle 150+ calls with an average of 90% customer service experience. I also have Verified customer identity and transaction details using standardized checklists for 150+ transactions weekly, ensuring compliant documentation for 100% of completed orders and contributing to a 12% uplift in validated upsell opportunities.
CSR / AGENT SUPPORT / RISK DATA ANALYST
UBIQUITY
Dec 2020 - May 2024
Key Achievements:
Resolved chargeback risk drivers by analyzing 40+ dispute categories, identifying recurring fraud/payment-failure patterns, and escalating actionable findings to internal stakeholders; lowered chargeback cycle time by 18% and improved evidence completeness to 95%+ per case. Investigated 120+ high-risk dispute and chargeback cases per day by validating transaction details, assessing merchant/customer evidence, and documenting outcomes to reduce unresolved discrepancies; achieved a 22% improvement in case accuracy over 6 months.
Quick Stats
Education
High-school
Luisa Medel National High School
2009 - 2013