General Virtual Assistant/Customer Service Representative

My product analysis experience is rooted in my comprehensive understanding of customer needs and product features. During my tenure as a CSR, I actively engaged in presenting and selling company products and services, consistently delivering the best offerings to customers while nurturing lasting relationships. As a Subject Matter Expert, I conducted quality assurance assessments, identifying operational issues and suggesting improvements, thus contributing to product enhancement and customer satisfaction. Furthermore, in my role as an Email Support Representative, I updated internal databases with precise information about technical issues and product features, ensuring that customer inquiries were addressed effectively and accurately.

I have extensive experience as an Email Support Representative at Ibotta and Wayfair, where I assisted customers with order status, product information, shipping/payment details, and account issues via Zendesk. I managed returns and refunds, maintained records of customer interactions, and updated internal databases with precise information. Additionally, I verified and corrected customer account data, ensuring accuracy and eliminating duplicates to maintain a streamlined support process.

My customer service experience spans various roles, where I've consistently delivered exceptional support and satisfaction. I adeptly handled 40-50 daily calls, providing detailed, friendly assistance and effectively resolving inquiries. As a Subject Matter Expert, I supported new agents with training and quality assurance, fostering team efficiency. In my role as an Email Support Representative, I managed customer queries, processed returns/refunds, and maintained accurate database records, ensuring top-notch service delivery.

My technical support experience is multifaceted and extensive. During my tenure as a CSR, I handled technical inquiries alongside general customer service duties, ensuring accurate and confidential assistance. As a Subject Matter Expert, I provided comprehensive nesting support and collaborated on quality assurance assessments to enhance operational efficiency. Additionally, in my role as an Email Support Representative, I managed technical queries via email, updated databases with precise information, and verified account data for completeness and accuracy.

My communication experience is comprehensive and adaptable to various customer service contexts. During my time as a CSR, I effectively handled 40-50 calls daily, providing detailed and personalized assistance to ensure customer satisfaction. As a Subject Matter Expert, I communicated complex information clearly through training materials and collaborated closely with team leads to drive productivity. In my role as an Email Support Representative, I adeptly managed multiple customer queries simultaneously via email, ensuring clear and concise communication while addressing diverse customer needs.

Conducted comprehensive quality assurance assessments on customer calls, identified operational issues, and proposed improvements to enhance service delivery and operational efficiency.

Provided comprehensive nesting support for new agents, authored training materials, collaborated with leadership to enhance team efficiency, and conducted quality assurance assessments to drive operational improvements.

Experienced in handling large volumes of customer data with meticulous attention to detail and confidentiality. Proficient in managing customer interactions, maintaining accurate records, and updating databases to ensure data integrity. Skilled in resolving customer inquiries while adhering to security protocols and utilizing appropriate tools for efficient data handling.