Seasoned Customer Service Specialist|Admin Support| GVA

Overview

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

at $8.00/hour ($1,408.00/month)

Bachelors degree

Last Active

November 4th, 2024 (50 days ago)

Member Since

October 6th, 2018

Profile Description

I have 27 years of work experience in different industries, including about 9 years in education and over 18 years in customer service. I've shown that I can adapt, stay flexible, and keep learning new things.

I worked in the BPO industry for 13 years and spent over 5 years in a remote/virtual setup. Throughout my customer service career, I’ve helped thousands of customers from North America through phone, email, and SMS.

My time in the BPO really developed my communication and people skills. As a Technical Support Representative, I learned how to think critically because sometimes a solution that works for one issue doesn’t work for another. I had to ask the right questions to solve the customer’s problem.

As a Hotel Reservation Sales Specialist, I gained 10 years of experience in sales and customer service. This role taught me the importance of active listening, which helped me understand customers' needs and provide personalized solutions. During this time, I was proud to be nominated for Employee of the Year a few times and recognized as one of the Champs of the Year for perfect attendance and punctuality for several years. These awards mean a lot to me as they reflect my dedication and respect for time.

I also worked as an Operational Workforce Management Specialist, where attention to detail was key. My job involved managing agent schedules to make sure all shifts were covered.

Switching from the BPO industry to freelancing was a big change for me. Working remotely for over 5 years has improved my ability to work independently, stay flexible, and adapt to change. I can handle multiple tasks and switch between them as needed, and I’m proud that I pushed myself to learn new things outside my comfort zone.

As a Customer Support/Virtual Assistant, I created detailed process and task documentation, which has helped train new teaUpgrade to see actual infombers and ensure smooth and consistent operations in the company.

In my last role as a Customer Care Representative for an e-commerce business, I provided great customer service through email. This helped me understand the specific challenges of handling written communication compared to talking to customers over the phone.

Top Skills

Customer Support » Phone Support

Experience: 10+ years

Throughout my 18 years of work experience in customer service, I have interacted with thousands of customers over the phone for 17 years. My 13 years in the BPO has trained and developed my communication and people skills where I gained my confidence in talking to people over the phone.

Customer Support » Sales Support » Hotel Booking

Experience: 10+ years

I was a Hotel Reservation Sales Specialist for 10 years providing personalized reservation experiences through phone to promote revenue generation and lasting customer loyalty.

Customer Support » Customer Service

Experience: 10+ years

I was in the BPO for 13 years and in a remote/virtual setup for over 5 years. I have helped thousands of customers from North America across various industries from technical support to hospitality and sales to retail and recently for an e-commerce business.

Other Skills

Customer Support » Email Support

Experience: 5 - 10 years

As a Customer Support/Virtual Assistant for over 4 years, I engaged with customers via phone, email, and SMS SMS throughout the entire order process, from setup to shipping, offering assistance, and ensuring customers were kept informed about the status of their orders. In my last role as a Customer Care Representative for an e-commerce business, I provided great customer service through email. This helped me understand the specific challenges of handling written communication compared to talking to customers over the phone.

Customer Support » Technical Support

Experience: 1 - 2 years

I was a Technical Support Representative for an internet service provider servicing several southeast states in the US helping customers get their internet service back up and running. I learned how to think critically because sometimes a solution that works for one issue doesn’t work for another. I had to ask the right questions to solve the customer’s problem.

Office and Administration » Data Entry

Experience: 10+ years

My role as a Hotel Reservation Sales Specialist for 10 years required me to do accurate data entry as it is critical to make correct hotel reservations for guests. As an Operational Workforce Management Specialist, data entry is as important as managing schedules. Accurate information about time offs, breaks, overtime and the like is a necessity to ensure correct interpretation of reports. When I was a Customer Support / Virtual Assistant, I needed to ensure that customers entered the right and precise information for their orders to avoid a negative impact on the retail business.

Office and Administration » Email Management

Experience: 5 - 10 years

As a Customer Support / Virtual Assistant for over 4 years, I also engaged with customers through email. In my last role as a Customer Care Representative for an e-commerce business, I provided great customer service through email. This helped me understand the specific challenges of handling written communication compared to talking to customers over the phone.

Office and Administration » Administrative Support

Experience: 2 - 5 years

As Admin Support, I have helped the company owner set appointments for his customers and provide him feedback regarding urgent emails.

Office and Administration » Google Workspace

Experience: 5 - 10 years

I have used Google Workspace heavily on numerous tasks as a Customer Support / Virtual Assistant. I collaborate with my colleagues through Google Meet, Chat, and Gmail. I use Google Drive to keep and organize files. I use Google Calendar to set appointments. I use Google Docs and Sheets heavily for documentation.