General Virtual Assistant | Customer Service Specialist

Scheduled and managed appointments using tools like Google Calendar and Outlook, ensuring efficient coordination between clients and team members. Maintained accurate records of scheduled meetings, follow-ups, and cancellations, improving time management and reducing missed appointments. Communicated professionally with clients to confirm availability, reschedule appointments, and address inquiries, fostering positive relationships and high client satisfaction. Coordinated multiple schedules and resolved conflicts to ensure seamless meeting arrangements.

Expert Problem Solver: Adept at troubleshooting technical issues and resolving order discrepancies, achieving high customer satisfaction ratings (95% resolution rate within 24 hours). High-Volume Handling: Successfully managed multiple customer support tickets simultaneously in fast-paced environments while maintaining accuracy and attention to detail. Team Leadership: As a Customer Service Team Lead, I supervised and trained a team of seven representatives, streamlining workflows and increasing team efficiency by 25%. Process Optimization: Identified and implemented process improvements, reducing order processing errors by 15% and enhancing turnaround times by 20%.

Managed and organized data using Google Sheets, ensuring real-time updates and seamless collaboration across teams. Utilized advanced functions (such as QUERY, ARRAYFORMULA, and IMPORTRANGE) to automate data collection and analysis. Created shared spreadsheets for project tracking, performance monitoring, and reporting, improving workflow efficiency and communication among team members.

Data Management and Reporting: Generated and maintained detailed reports on order volumes, trends, and issues using Microsoft Excel, ensuring data accuracy and enabling informed decision-making. Used advanced Excel functions (such as Pivot Tables, VLOOKUP, and conditional formatting) to analyze and visualize data effectively for reporting purposes. Optimized workflows by creating spreadsheets to track key performance metrics and ensure efficient monitoring of team performance and project progress.

Accurately entered, organized, and maintained large volumes of data in spreadsheets and databases using tools like Google Sheets, Microsoft Excel, and proprietary software. Ensured data integrity by performing thorough checks, resolving discrepancies, and adhering to company guidelines and deadlines. Compiled and analyzed data to generate detailed reports for management and client use, contributing to informed decision-making. Managed confidential information with a high level of accuracy and attention to detail, maintaining strict confidentiality standards. Successfully handled time-sensitive data entry tasks, achieving a 99% error-free rate and meeting tight deadlines consistently.

Managed and organized high volumes of emails daily, ensuring a clutter-free inbox and prioritizing critical messages for immediate attention. Created, implemented, and maintained email folders and labeling systems to streamline communication and improve workflow efficiency. Responded promptly and professionally to inquiries, resolving customer concerns and escalating issues when necessary to maintain service quality. Scheduled meetings and coordinated calendars directly from email platforms, ensuring seamless communication and time management. Drafted and proofread email correspondence for internal and external communication, maintaining a professional tone and accurate information. Achieved a 95% response rate within 24 hours, contributing to increased client satisfaction and stronger relationships.