Virtual Assistant

Overview

Looking for full-time work (8 hours/day)

at $5.00/hour ($880.00/month)

Bachelors degree

Last Active

October 23rd, 2024 (59 days ago)

Member Since

June 15th, 2023

Profile Description

**Email Support
-Providing customer service through email
-Experienced in using CRM: Zendesk and Magento for Order entry
-Troubleshooting payments, account issues and handling escalations from extremely angry customers and uncooperative customers.
-Processing orders and updating account-related information on behalf of the customers.
**Data Analyst
-Generate tickets and survey reports from Zendesk and organize data in Google Sheets.
-Analyze DSAT surveys and identify the root cause of customer dissatisfaction.
-Send follow-up emails to customers who rated the surveys as DSAT and attempt to win them back by offering additional assistance and compensation aligned with the process.
**Upgrade to see actual info Server Admin and Moderator
-Create and set up a Upgrade to see actual info server including channels, roles, permissions, and bots.
-Monitoring the server and attending to technical issues.
-Organizing and hosting events for the members of the community.

**Process and Hardware Lead
-Team leader of Level 2 Technical Support Agents.
-Owner of the site’s Hardware metrics, responsible for driving all Hardware metrics.
-Provide feedback and work with the account clients in improving business processes.
-Ensure zero customer/executive escalations by providing end-to-end resolution.
-Create presentations and guidelines to ensure all process and troubleshooting updates are properly cascaded to agents.
-Diagnose and resolve technical issues or conflicts regarding technology updates, and critical callouts on technical and process needs.
-Analyze survey data and use the 4DX approach and cluster management on driving Hardware metrics.
**Reporting POC
-Generate and analyze data and reports from CRM (Salesforce, MS Dynamics, and Power BI)
-Work with Process Lead and Operations Manager regarding analysis and projections to goal.
-Create, update, and revise PowerPoint presentations, dashboards, and other reports for the project.
**Technical Support
-Troubleshoot Desktops, Laptops, and Printers connected to Windows OS and MacOS. -Provide customer service, problem resolution, and technical troubleshooting to customer queries over the phone.
-Handle customer complaints and ensure resolution is aligned with the process.