Customer Support|Executive Virtual Assistant

As a Customer Service Representative, I provided exceptional support by addressing customer inquiries, troubleshooting technical issues, and delivering effective solutions to enhance their overall experience. I managed a high volume of calls both inbound and outbound, chats, and emails, ensuring timely and professional responses while maintaining customer satisfaction. My role also involved offering personalized plan recommendations, processing upgrades and promotions, resolving billing concerns, handling payments and credits, scheduling and coordinating technician appointments. This experience honed my problem-solving skills, active listening, and ability to de-escalate challenging situations. It also strengthened my communication, adaptability, and customer-focused approach, skills that have been instrumental in my transition to virtual assistance.

Provide prompt and professional email support to business clients and sports clubs via HelpScout, assisting with activations, content planning, and CRM-related concerns. Draft email through ChatGPT. Maintain accurate and organized email records while escalating complex issues to the appropriate support or Web Development team. Track and update issue statuses on Monday.com to ensure seamless resolution. Follow up proactively to confirm client concerns are fully addressed. Conduct research and compile information to create Knowledge Base articles in Confluence for internal and client use. Use Canva and Capcut to create tutorials and video information for Knowledge Base. Efficiently manage scheduling with Google Calendar, facilitate meetings via Google Meet and Zoom, and handle internal communication through Zoho Mail, Gmail, Slack, and Cliq