Customer/Client Service & Virtual Assistance

Overview

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

at $12.00/hour ($2,112.00/month)

Bachelors degree

Last Active

April 1st, 2025 (6 days ago)

Member Since

February 17th, 2019

Profile Description

Freelancer | Virtual Representative | Customer Service Representative | Client Assistant | Quality Assurance Analyst | Trainer and Onboarder | Social Media Management | Technical Recruiting

My name is Upgrade to see actual info Upgrade to see actual info, and I am a Filipina with almost 10 years of experience in the service outsourcing industry. Throughout my career, I have enjoyed working with start-up companies, but I am equally excited about the opportunity to be part of a well-established company.

Experienced Freelancer with a diverse range of work experience in customer service, client assistance, and managerial roles. I have successfully outsourced my skills to various industries, delivering exceptional results and fostering strong relationships with clients. Here's a breakdown of my work experience:
Marketplace Team Lead (Client Assistance):As a Team Lead, I conducted extensive research on tech companies, gathering information on company culture, compensation, gender ratios, and other relevant details. I crafted compelling company summaries to pitch these companies to women software engineers. I built and maintained a comprehensive company database and collaborated with the team to implement process automation and improve efficiency. I also matched suitable candidates to job postings, facilitated effective communication between companies and candidates, and ensured a smooth interview experience. Additionally, I worked closely with the CEO to optimize processes and foster a collaborative work environment.
Customer Service Representative (Direct-to-Consumer Sales):In this role, I outsourced my customer service skills to a premier marketing agency. I handled front-end assistance, responding to marketing offers for multiple clients. I managed order fulfillment for clients' customers and addressed product and process inquiries. On the back-end, I reached out to customers for review generation, assisted with delivery issues, and updated databases to minimize duplicate invites. I also played a key role in training and onboarding new hires, providing support to coworkers, and ensuring effective communication.
Customer Service Manager (Online Store):As a Customer Service Manager, I outsourced my customer service and managerial skills to an Australian online store. I responded to customer emails, managed order fulfillment through Shopify, introduced a new helpdesk software, and submitted weekly reports. I trained new agents, helped create the customer support workflow, and gathered data for analysis. I also handled customer disputes, product quality issues, and return-to-sender packages.
Customer Care Representative (Online Tuxedo and Suit Rental):In this role, I provided exceptional customer care for a men's fashion company specializing in online tuxedo and suit rentals. I assisted customers with rental-related issues, managed event rental details, and promptly responded to emails and chats. I recommended correct garment sizes and coordinated with FedEx to resolve delivery issues. I also assisted new representatives during their onboarding process.
Quality Assurance Analyst (Online Tuxedo and Suit Rental):As a Quality Assurance Analyst, I monitored and scored agents' call-handling skills, managed SLAs, collected and analyzed data on trending issues, and provided feedback and coaching to agents based on monthly scorecards. I prepared training materials and conducted refreshers on evaluation parameters to ensure agents were educated on assessment criteria.
Service Representative (Health Insurance Provider):I provided service representative duties for a health insurance provider in the United States. I verified coverage for patients' insurance, communicated with medical institutions while adhering to protocols, and ensured accurate information exchange.
Service Representative (Floral and Food Gift Retailer):I handled customer issues and concerns through outbound calls for a floral and food gift retailer. I also contacted partner shops to resolve customer issues and provide necessary resolutions.
Sales Representative (Floral and Food Gift Retailer):I was assigned to take customers' orders and upsell company products, showcasing my sales skills and customer service expertise.
With a versatile skill set and a track record of successful outsourcing, I am adept at adapting to various industries and delivering outstanding client support. My strong communication, problem-solving, and leadership skills enable me to excel in diverse work environments. I look forward to bringing my expertise and contributing to a new professional venture.
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