I’m a well-rounded, proactive, flexible, and highly organized virtual assistant with operations support, administrative, marketing, and customer service background. I worked in the BPO industry for 3 years before I transitioned to working remotely as a freelancer/independent contractor in 2015. Since then, I have successfully handled multiple roles and projects, worked with different clients and tea-----------mbers, and effectively dealt with different personality types.
“A great well-rounded employee who will be a good fit for any team.I highly recommend her.” - Travis S. | ----------- Branding USA
I love working with SMBs and startup entrepreneurs in organizing things and growing their businesses online by managing their operations, doing administrative tasks, and taking over their repetitive and time-consuming to-do list so they can focus on more important aspects of their business.
I treat my clients as my friends and their business as my own. Their success is my success and their failure is also my failure. My ultimate goal is to work with them and be a “key” member in their business, ensure their satisfaction, deliver quality service, work long-term with them, and spread positive vibes.
I like to see my clients' businesses grow and prosper while giving them the best business support experience possible. Please don’t be surprised when I laugh during difficult times at work, suddenly suggest something out of the blue, or getting my hands involved in something else in the business. I always strive to consistently improve my work and learn something new that would also benefit my clients.
When I am not working, I like to read personal development books or entrepreneurial blogs and videos, listen to uplifting podcasts or motivational songs, and cook! But I guess I’m the only one who loves to cook and eat but remains thin despite aiming to gain fats (inserts laughs here!).
So if you are an entrepreneur with so many incredible ideas to up-level your business but you feel stuck when you just can’t get things off of your to-do list, that’s where I come in!
Below are my previous experiences:
Customer Support & Virtual Assistant | Bobo's House (Remote)
February 4, 2021 - Present
- Answering customer service messages daily on Gorgias and Meta Business Suite and making sure they get taken care of within 24 hours from Monday to Sunday.
- Processing order changes like changes in color and size and address modifications and make sure that they get done before processing the order.
- Processing order returns, refunds, and exchanges and making sure they are beyond the returns period.
- Creating macros, rules, and email templates.
- Documenting new processes.
- Compiling product feedback for product enhancements.
- Coordinating with Chinese suppliers and couriers for any issues.
- Filing claims with couriers regarding lost and missing packages.
- Creating coupon codes and promotions on Shopify.
- Uploading tracking numbers on Shopify.
- Creating and modifying product listings on Shopify.
- Managing product reviews on Loox and Trust Pilot.
- Coordinating with influencers and affiliate marketers for brand collaborations and promotions.
- Any ad-hoc tasks on Shopify, Amazon, Facebook, Instagram, Pinterest, and Tiktok.
Tools used: Gorgias, Meta Business Suite, Shopify, Amazon Seller Central, UpPromote, Facebook, Instagram, Pinterest, Tiktok, Skype, Trello, Oberlo, CJDropshipping, WIIO, AliExpress, & Trust Pilot.
Seasonal UPS Claims Specialist | Deftship (Remote)
September 2020 - October 2020
- File UPS claims for lost and damaged packages and upload supporting documents
- Answer phone calls from UPS with regards to claims and ensure claims will be reimbursed.
- Make outbound calls to UPS for missed calls outside working hours.
- Tools used: Netsuite, Click Up, Zendesk, UPS, Whats App, QQ Email
eCommerce Virtual Assistant | Daaxo Wares LLC (Remote)
January 2020 - June 2020
- Handle customer service messages on ----------- and Facebook messenger daily, process cancellations, refunds, exchanges, and returns.
- Process refunds via Shopify, Paypal, and Stripe.
- Create SOPs and knowledgebase for internal use.- Uploading and editing listings on Amazon and Shopify.- Ad hoc and admin tasks as needed.
- Tools used: Amazon Seller Central, Shopify, Facebook, Slack, Feedback Whiz, Google Sheets, Shippo, SMS Bump, Zendesk, Paypal, Stripe.
eCommerce Virtual Assistant | Big Spool USA (Remote)
February 2019 - August 2020
- Handle Etsy customer service messages regarding bulk orders, refunds, cancellations, returns, and disputes across multiple marketplaces for 5 print on demand brands.
- Coordinate with customers and fulfillment centers regarding designs and approvals of 3D printed and laser engraved orders.
- Coordinate with fulfillment centers regarding wholesale orders.
- Creating discounts and sales on Etsy.
- Compiling orders and designs for production.
- Creating listings and uploading images.
- Etsy admin tasks as needed.
- Tools used: Etsy, Canva, Google Drive, Slack.
Customer Support | Motsutoys B.V. (Remote)
January 2019 - August 2020
- Answer customer and supplier emails via Helpscout and Amazon Seller Central.
- Answer chats via Zendesk.
- Process cancellation and replacement requests.
- Approve loyalty points earned via Loyalty Lion.
- Coordinate with the billing department for refunds.
- Coordinate with warehouse department regarding returns and shipping issues.
- Request products based on a number of customer requests.
- Manage product reviews via eKomi.
- Coordinate with customers regarding out of stock orders and replacement and address issues.
Tools Used: Slack, Amazon Seller Central, Magento, Loyalty Lion, eKomi, Freshdesk, Zendesk, PB Works, MCSF.3bm.
Virtual Assistant Team Manager | Explosive Branding US (Remote)
October 2017 - October 2018
- Creating job posts, hiring, onboarding, setting up new tools & user access, & training new virtual assistants.
- Creating video & written guides for new VAs.
- Creating standard operating procedures, organizing & maintaining company files, & ensuring they are up to date.
- Delegating tasks to VAs, handling escalations, monitoring time trackers & screenshots, managing & coaching for performance improvement, sending payments, & ensuring they adhere to the company's SOPs, meeting deadlines, & KPIs.
- Communicating with the CEO & higher management for issues, successes, & business development ideas.
- Invoicing and communicating with multiple Explosive Branding clients for any brand management concerns.
- Communicating with business tool providers for issues.
- Attending webinars and documenting keypoints.
- Making prepayments of sales tax for 2 US companies.
- Maintaining above average account performance metrics
- Maintaining a 99% seller feedback and 4+ product reviews
- Creating & reconciling FBA shipments on Seller Central
- Reconciling monthly statements
- Creating purchase orders from vendors on Seller Cloud - Updating website & social media pages.
- Creating graphic designs via Canva.
- Paying vendors, invoices, & dues.
- Data entry & research.
- Tools used: Google Suite, Basecamp, Asana, Process St., Iorad, Loom, Zapier, Amazon Seller Central, eBay, Shopify, Wix, Facebook, Xoom, Xero, Invoice Ninja, -----------., Jot Forms, Seller Cloud.
Virtual Assistant & Customer Service Lead | Southwest Archery USA (Remote)February 2017 - October 2018
- Hiring, onboarding & training new customer service agents-Setting up new tools, user access, permissions, trigger & automation via Zendesk, Groove HQ, xSellco.
- Creating knowledgebase & email templates
- Coaching CSRs for performance improvements
- Maintaining above average account performance metrics
- Maintaining a 99% seller feedback and 4+ product reviews
- Resolving issues with couriers, manufacturers, dealers, & marketplace support
- Handling customer service messages & escalations, providing retention offers, & up-selling
- Making FBM order changes, managing returns, refunds, & cancellations, resolving chargeback and A to Z claims, & removing negative reviews/feedback
- Creating return labels
- Fixing suppressed & stranded listings
- Reconciling monthly statements
- Creating promotions & coupons
- Updating social media page
- Tools used: xSellco, Groove HQ, Zendesk, Seller Cloud.
Seasonal Customer Service Representative | Zendo UK (Remote)
February 2017 - March 2017
- Handle customer service messages on Amazon US and JP
- Resolve customer disputes and complaints (ie. chargeback and AZ claims) on Amazon Seller Central.
- Provide personalized experience with each customer.
- Get positive feedback from customers.
- Remove negative feedback.
- Coordinate with higher management with regards to any issues and providing alternative solutions.
- Tools Used: Slack, Amazon Seller Central, Zendesk
Amazon Seller Central Customer Service Manager | Lifestylezone UK (Remote)
December 2016 - February 2017
- Process dropshipping orders on Amazon US.
- Handle customer service messages and ticket escalations on Seller Central
- Coach representatives for performance improvement.
- Maintain account above the goal performance metrics on Amazon Seller Central
- Coordinate with higher management for any issues related to the account, suppliers, customer service, and product listings.
- Resolve negative feedback, AZ claims and chargeback claims.
- Process refunds, cancellations, & returns on Seller Central, and providing retention offers.
- Coordinate with higher management with regards to any issues and providing alternative solutions.
- Tools Used: Amazon Seller Central, Topcashback, Befrugal, Google sheets and docs, Skype, Ring Central, Walmart, Amazon, eBay, and other e-commerce marketplaces
Order Fulfillment & Customer Service Specialist | Blackjack Traders UK (Remote)
November 2016 - December 2017
- Process dropshipping orders on Amazon UK Seller Central, eBay UK, & Shopify from 40+ stores.
- Research products when suppliers are out of stock for specific items and/or other order issues
- Communicate with customers via email & phone with regards to order delivery (out of stock, delay in delivery, address confirmation, follow-up etc.)
- Handle returns, refunds, cancellations, & exchanges
- Resolve A-Z claims, negative feedback, chargeback, & other issues- Resolve Paypal/payment & simple tech issues
- Update customer orders with tracking numbers
- Coordinate with couriers, suppliers & Amazon seller support
- Provide personalized experience with each customer
- Get positive feedback from customers
- Remove negative feedback
- Coordinate with higher management with regards to issues & offer alternative solutions
- Tools Used: Amazon Seller Central, eBay, Topcashback, Zendesk, Google Sheets
Search Engine & Social Media Marketing Virtual Assistant | Flight Club Marketing US (Remote)
April 2016 - December 2016
Researching keywords, bidding, analyzing competition, targeting, remarketing, creating compelling ad copies, reporting, conversion tracking, A/B testing, and optimizing ads regularly.
- Creating sponsored ads with targeting.
- Creating landing pages and sign up forms with A/B testing.
- Setting up email automation/autoresponders.
- Creating forms, editing and moderating posts for SEO, and responding to comments.
- Creating social media accounts and forum/event site registrations, creating wall posts and responding to messages and comments.
- Tools Used: Facebook, Get Response, -----------, Microsoft Bing, Google Adwords, Bing Intelligence.
Bing Ads Search Engine Marketing Assistant | Travsel CA (Remote)
October 2015 - April 2016
- Researching keywords, bidding, analyzing competition, targeting, remarketing, creating compelling ad copies, reporting, conversion tracking, A/B testing, and optimizing ads regularly.
- Tools Used: Microsoft Bing, Bing Intelligence
Bing Ads SMB Support | Arvato Bertelsmann (BPO)
November 2014 - June 2015
- Answering chats and emails from clients of the second largest search engine website in the US with regards to their bills, payment disputes, and search advertisements.
- Making account changes and adding authorized users.
- Assisting advertisers and agencies in setting up ads and campaigns, using available Bing Ads tools, and navigating the Bing Ads user interface.
- Setting up ads, campaigns, and making optimization changes on behalf of clients.
- Checking clients' website and landing page to ensure the quality of ads and editorial guidelines compliance.
- Providing web and keyword research, and competition analysis.
- Providing helpful tips to ensure the biggest possible ROI from their ads.
T-Mobile General Care Representative | Expert Global Solutions (BPO)
April 2012 - June 2014
- Answering inbound phone calls from customers of the largest 4G network telecommunication provider in the US with regards to their telco bills, plans, and gadgets.
- Resolving billing concerns and payment disputes.
- Making account changes, adding users, and making plan, feature, and phone upgrades as per customer's request.
- Upselling products and services.
- Processing refunds and cancellations.
- Troubleshooting phone, software, and network issues.
- Making tickets for network/signal related issues.
- Assisting customers on how to use their phones and services.
- Escalating issues to the right department or tier of support.
- Providing personalized experience on each call and maintaining above KPIs.
Don’t see tasks you’re looking for? Don’t worry! Just kindly let me know what particular tasks you would like to get done or create a list of the tasks you would like to delegate and we will figure it out (smile here). I am committed to developing long-term partnerships to better understand my clients' businesses, respond to their needs, and go far beyond their expectations.
"It has been a pleasure working with -----------. Her Customer Service Skills are beyond expectation. She ensures customer satisfaction with guaranteed customer retention. Overall, a great virtual assistant, open into learning new skills, shares ideas and concerns encountered but always come up with solutions and recommendations. Great to work with! Highly recommended VA." - Xyrys G. | Operations ----------- Traders UK
If you have read this far and if you believe we will be a great fit, then let’s work together and your business will definitely get the best attention and care it deserves.
