Experienced Virtual Assistant and Customer service 

At Florists' Transworld Delivery (May 2015 - Feb 2017), I assisted customers with flower and gift orders, provided tracking and delivery updates, managed order changes, and resolved complaints related to delays, damages, or payment issues. I also applied promotional discounts and offered solutions such as refunds or replacements.

Experienced customer service professional with a strong background in assisting clients across various industries. At Vrbo/Expedia (Feb 2017 - Jan 2022), I helped customers find and book vacation rentals, resolved technical issues, managed bookings, and provided support for account settings, payment processing, and refunds. I also handled customer complaints and worked with property owners to resolve discrepancies.

At Willow (Sep 2023 - Jun 2024), I monitored and reviewed chat interactions to ensure quality standards, developed guidelines for tone, response times, and engagement strategies, and provided feedback to improve performance. I also used analytics to track response times and customer satisfaction, refining processes based on client feedback. In my Administrative Assistant role (Jan 2022 - Jun 2024), I managed communication via Telegram, scheduled meetings, coordinated tasks, and ensured all team members were informed with daily updates and reminders. Additionally, as a Scheduler at Willow, I supported content creators by planning, scheduling, and automating posts for efficient workflow management. This combination of experience in customer support, process optimization, and team coordination equips me to handle various administrative and quality assurance tasks effectively.