Customer Service Expert | General Virtual Assistant

Verified

$7/hr

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Outline

Looking for Full-Time work (12 hours/day) at $7/hour

High School Diploma

English proficiency Fluent

Professional Summary

I am a customer service professional with 11 years of experience including roles in Customer Support, Quality Assurance and Supervisory roles.

Skills & Experience

Skills

Customer Support > Customer Relationship Management 10+ Years

Office and Administration > Data Management 5-10 Years

Leadership and Management Skills, Planning and Organizing, Teamwork & collaboration 5-10 Years

Experience highlights

Associate Manager

Sutherland Global Services · September/2020 – Present

Supervised and coached a team of customer service representatives in a fast-paced BPO environment, driving performance through real-time monitoring, targeted
feedback, and data-driven action plans to consistently meet or exceed KPIs such as CSAT, AHT, and SLA.
Managed daily operations including scheduling, quality assurance alignment, and escalation handling, while leveraging performance metrics and reporting tools to identify trends, improve productivity, and optimize service delivery.

Subject Matter Expert

Sutherland Global Services · December/2019 – Present

Served as the primary Subject Matter Expert (SME) for complex customer issues, providing real-time guidance to agents, resolving high-level escalations, and ensuring accurate adherence to processes, policies, and client requirements.
Acted as a key resource for training, knowledge sharing, and workflow optimization by supporting new hires, updating documentation, and collaborating with leadership to identify gaps and implement process improvements that enhanced team performance.

Quality Analyst

Sutherland Global Services · April/2019 – Present

Evaluated customer interactions through call, chat, and email audit to ensure compliance with company standards, client expectations, and regulatory requirements, delivering detailed feedback that improved service quality and customer satisfaction.
Analyzed quality trends and performance data to identify coaching opportunities, partnered with supervisors and training teams to address knowledge gaps, and helped implement targeted action plans that enhanced agent performance.

Customer Service Representative

Sutherland Global Services · May/2015 – Present

Provided timely and professional assistance to customers through
inbound and outbound calls, email and live chat channels, resolving
inquiries, troubleshooting issues, and ensuring a seamless customer
experience while maintaining high CSAT scores.
Utilized CRM systems to accurately document interactions, track
customer concerns, and follow up on pending cases, ensuring
prompt resolution and adherence to service-level agreements (SLAs).

Customer Service Representative

iQor · October/2014 – Present

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