Customer-focused Virtual Assistant and Customer Support Specialist with over five years of professional experience supporting global customers across e-commerce, telecommunications, financial services, and online platforms. Experienced in administrative support, fraud analysis, SEO content writing, chat moderation, and customer service within fast-paced remote environments. Proven ability to manage high-volume workloads while maintaining accuracy, compliance, and strong customer satisfaction.
Demonstrated success in resolving complex customer issues and handling 80–100 daily customer contacts through phone and email support while meeting performance KPIs. Managed over 100 daily customer tickets and maintained a 95%+ customer satisfaction rating while resolving disputes, refund requests, and escalations within SLA standards. Experienced in investigating 80+ suspicious transactions per day using fraud detection systems while maintaining 100% audit-compliant documentation and reporting fraud trends to support prevention initiatives. Recognized as a Top 1 Performing Fraud Analyst for performance and investigative accuracy.
Strong administrative and operational support background, including maintaining and updating SOP documentation that improved workflow efficiency by 15%, monitoring productivity metrics to ensure 95% on-time task completion, assisting with team onboarding, and generating performance reports to identify operational gaps and improve turnaround time. Skilled in moderating online communities, enforcing platform guidelines, and resolving user conflicts while reducing policy violations through consistent monitoring and escalation.
Also experienced in digital content publishing and SEO optimization, having published and optimized more than 70 blog articles using WordPress and Yoast SEO with an average SEO score of 90+, while improving readability and optimizing meta titles and descriptions to increase click-through performance. Proficient in a wide range of tools including WordPress, Yoast SEO, Zendesk, Gorgias, -----------, LexisNexis, Google Workspace, Shopify, ClickUp, and other CRM and collaboration platforms. Known for strong communication, analytical thinking, and the ability to handle complex operational tasks while maintaining a high standard of service quality and efficiency in remote work environments.
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