Customer Support - Escalations | Virtual Assistant | XERO & QuickBooks Certified Bookkeeper

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$8/hr

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Outline

Looking for Full-Time work (10 hours/day) at $8/hour

Bachelor's Degree

English proficiency Fluent

Professional Summary

As a Virtual Assistant and Customer Service professional, I have experience in:

✅ Quality Assurance (TestFlight)
✅ Chat & Email Support (Zendesk)
✅ Communication (Slack, Aircall)
✅ Microsoft Office & Google Workspace
✅ Web Research & Data Entry
✅ Project Management (JIRA, Confluence,

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✅ Basic Graphic Design (Canva, Photoshop)
✅ Social Media Management
✅ Shopify Support
✅ Basic Python Automation

I am also a freelance bookkeeper trained in Xero and QuickBooks Online, providing reliable bookkeeping support for small businesses.

✅ Transaction recording & categorization
✅ Bank & credit card reconciliation
✅ Accounts payable & receivable
✅ Financial reports (P&L, Balance Sheet)
✅ Xero & QuickBooks Online

Why work with me?
✔ Detail-oriented and organized
✔ Trained in industry-standard tools
✔ Clear communication and on-time delivery

Skills & Experience

Skills

Customer Support > Chat Support 10+ Years

Office and Administration > Administrative Support 2-5 Years

Bookkeeping Less than 6 Months

Strong Organizational Skills, Jira, Salesforce, Zendesk 10+ Years

Knowledge with Google Suite and Slack 5-10 Years

Office and Administration > Microsoft Excel 10+ Years

Office and Administration > Microsoft Word 10+ Years

Experience highlights

Senior Agent | Escalation Specialist

Upwork, Inc. · November/2016 – Present

Customer Support Representative

Upwork, Inc. · June/2014 – Present

- Assist customers through chat & email
- Meet KPIs

Senior Customer Ambassador

Sutherland Global Services · May/2009 – Present

• Provides floor support and product knowledge assistance;
• Presents issue resolution including analysis to the team;
• Supplies Repeat call rate ratio analysis to the team;
• Tier 2 Escalation and Dispatch cases validation;
• Handles Leader's call (Sup call) / Courtesy call

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