Skills
Customer Support > Customer Relationship Management/ Admin Assistant/Research/Data Entry
5-10 Years
Operations & Administrative Management
5-10 Years
Customer Service Management
5-10 Years
E-commerce Management (Amazon, Walmart, Shopify order processing, inventory tracking)
2-5 Years
SOP development & process improvement
5-10 Years
Team Leadership & Management
5-10 Years
Experience highlights
VA Manager
T and T Credit Counseling
·
October/2019
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Present
Managed a multidisciplinary remote team covering customer service, social media, graphic design, automation, and disputes. Delegated tasks, monitored performance, provided coaching, and attended virtual client conferences. Reviewed business credit files and credit reports, provided credit counseling, prepared client presentation decks, and processed business documentation and government loan applications.
Customer Service Manager
Explosive Branding
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July/2019
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Present
Managed customer service operations across reviews, email inquiries, and customer feedback while monitoring KPIs to improve performance and efficiency. Led cross-training initiatives, supported recruitment, and executed and optimized Amazon PPC campaigns. Trained in Google Sheets, Google Apps Script, and Make/Integromat to support workflow automation and process improvements.
Virtual Assistant / Bookkeeper
Yuca Ltd
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April/2017
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Present
Handled bookkeeping entries for income and expenses and completed monthly reconciliations in preparation for auditing. Created and maintained training modules for new hires, documented overseas product shipments from suppliers, managed customer review-related applications, and coordinated product-testing customers ahead of product launches.
Operations Customer Service Associate
Bannerman Security
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November/2016
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Present
Handled inbound and outbound calls to coordinate and fill client shifts. Managed email communications with clients and security personnel and provided operational support to ensure staffing requirements and client needs were addressed promptly.
Team Leader
Startek
·
September/2013
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Present
Managed a team of 15 representatives and helped launch a line of business for a leading U.S.-based telecommunications company. Served as point of contact in the Operations Manager's absence, oversaw production-floor performance and compliance, and conducted training for representatives both within and outside the assigned team.
