Outline
Looking for Full-Time work (9 hours/day) at $5/hour
Associate Degree
English proficiency Fluent
Professional Summary
Experienced Customer Service Representative and Virtual Assistant with over 8 years of
experience supporting high-volume B2B and B2C clients across e-commerce, fintech, and
telecom sectors. Proven track record of resolving complex issues across omnichannel platforms
(email, phone, chat) while consistently maintaining high customer satisfaction (CSAT) and quality
scores. Skilled in utilizing modern CRM systems, executing technical troubleshooting, and
managing client success workflows to enhance customer experiences and drive long-term
retention.
experience supporting high-volume B2B and B2C clients across e-commerce, fintech, and
telecom sectors. Proven track record of resolving complex issues across omnichannel platforms
(email, phone, chat) while consistently maintaining high customer satisfaction (CSAT) and quality
scores. Skilled in utilizing modern CRM systems, executing technical troubleshooting, and
managing client success workflows to enhance customer experiences and drive long-term
retention.
Skills & Experience
Skills
Customer Support
Customer Support > Customer Relationship Management
Customer Support > Customer Service > Gorgias
Technical support
Customer Support > Technical Support, Data Entry
Hubstaff
Dropshipping
Zendesk and Slack
Office & Administration > Customer Service >Data Entry > Microsoft Proficient
CRM Tools (Salesforce, Zendesk, Kustomer, Gorgias)
Slack, Zoom, Discord, Loom
Aircall / RingCentral
Billing and Invoicing (Nookal, Xero, Hubdoc) Data Entry and Document Management CRM Tools (Salesforce, XPM, Sympology)
Gorgias Helpdesk Platform
Oracle Cloud
Experience highlights
Customer Support, Email, Chat & Phone, Email Marketing
Independent Contractor
·
April/2024
–
Present
• Provided multi-channel customer support via email, phone, and live chat, resolving complex
inquiries and maintaining high satisfaction across diverse client portfolios.
• Planned and executed targeted email marketing campaigns, including content creation, contact
list management, A/B testing, and open/conversion rate performance tracking.
• Conducted outbound phone outreach to engage cold prospects, qualify marketing leads, and
promote client products to support regional sales targets.
inquiries and maintaining high satisfaction across diverse client portfolios.
• Planned and executed targeted email marketing campaigns, including content creation, contact
list management, A/B testing, and open/conversion rate performance tracking.
• Conducted outbound phone outreach to engage cold prospects, qualify marketing leads, and
promote client products to support regional sales targets.
Client Success Associate
AtoX
·
September/2023
–
Present
• Managed an active portfolio of e-commerce clients, driving satisfaction, account retention, and
lifetime value through initiative-driven support and strategic operational guidance.
• Handled contract renewals end-to-end, ensuring timely stakeholder communication, accurate
document execution, and smooth system processing.
• Identified friction points in client workflows and product usage, introducing custom
modifications that increased client workflow efficiency and account value.
lifetime value through initiative-driven support and strategic operational guidance.
• Handled contract renewals end-to-end, ensuring timely stakeholder communication, accurate
document execution, and smooth system processing.
• Identified friction points in client workflows and product usage, introducing custom
modifications that increased client workflow efficiency and account value.
Customer Experience Specialist
Spreetail
·
May/2023
–
Present
• Served as the primary omni-channel point of contact for e-commerce customers via email, live
chat, and phone, resolving order placement, shipping delays, refunds, and product questions.
• Consistently delivered prompt, accurate, and empathetic customer support in a high-volume
contact center environment, contributing to strong customer satisfaction and positive client
experiences.
• Resolved high-complexity friction points—including delayed carrier shipments, inventory
discrepancies, and payme
chat, and phone, resolving order placement, shipping delays, refunds, and product questions.
• Consistently delivered prompt, accurate, and empathetic customer support in a high-volume
contact center environment, contributing to strong customer satisfaction and positive client
experiences.
• Resolved high-complexity friction points—including delayed carrier shipments, inventory
discrepancies, and payme
Customer Service Representative (OptumRx)
Optum Global Solutions
·
July/2021
–
Present
• Processed sensitive maintenance medication orders with high accuracy, verifying drug names,
dosages, and refill eligibility for global OptumRx members.
• Verified real-time prescription coverage limits and clearly explained complex healthcare
pharmacy benefit plans to members.
• Initiated, tracked, and coordinated prior authorization workflows with external medical
providers, escalating urgent cases per strict procedural guidelines.
• Maintained highly accurate, HIPAA-compliant patient informa
dosages, and refill eligibility for global OptumRx members.
• Verified real-time prescription coverage limits and clearly explained complex healthcare
pharmacy benefit plans to members.
• Initiated, tracked, and coordinated prior authorization workflows with external medical
providers, escalating urgent cases per strict procedural guidelines.
• Maintained highly accurate, HIPAA-compliant patient informa
Technical Specialist II
ALDESA BPO
·
June/2020
–
Present
• Provided Tier-2 technical support for smart residential home security networks, specializing in
alarms, wireless cameras, smart locks, and central monitoring devices.
• Guided customers through step-by-step remote installations, hardware device setup, wireless
connectivity troubleshooting, and critical firmware upgrades.
• Delivered empathetic and rapid solutions under time constraints, consistently meeting strict
resolution time targets and CSAT benchmarks.
• Managed personal case pipelines e
alarms, wireless cameras, smart locks, and central monitoring devices.
• Guided customers through step-by-step remote installations, hardware device setup, wireless
connectivity troubleshooting, and critical firmware upgrades.
• Delivered empathetic and rapid solutions under time constraints, consistently meeting strict
resolution time targets and CSAT benchmarks.
• Managed personal case pipelines e
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