Customer Support / VA

Overview

Looking for full-time work (8 hours/day)

at $5.40/hour ($950.40/month)

Associates degree - BSIT

Last Active

April 12th, 2024 (31 days ago)

Member Since

March 21st, 2020

Profile Description

I have 2 years of experience as a Customer Service Representative (Office-based) for one of the biggest online stores in the U.S., Upgrade to see actual info, where I was well-trained to handle calls from irate customers, elderlies and different kinds of people with various types of concerns. I have learned so much how to take an extra mile to give them solutions to their complaints or inquiries without compromising the company's rules, privacy and reputation. My primary task as an Amazon CSR consists of order management and cancellation, processing refunds, reporting frauds, tracking parcels and contacting carriers such as USPS, UPS, FedEx, and DXL, and filing claims for missing/defective products that were sold by third-party sellers as well as creating follow up calls for customers who need further assistance. Aside from that, I was also trained as a Technical Support for Amazon-branded devices such as Echo, Alexa, and Kindle. I also became a part of our escalations team before I resigned where I handled calls that were not resolved by our CSR Tier 1. I've also received multiple awards and certificates for providing a high-quality customer service and for hitting the metrics that the clients have set.

After I resigned, I tried the freelancing world and was able to land four (4) different VA jobs. The first one was for a Canada-based e-commerce company that sells ornamental plants. I worked for them for more than a year as an admin assistant where I handled chat and emails regarding orders and general inquiries from customers using Gorgias, Shopify and Shipstation.

The next one I handled was a US-based e-commerce business that creates personalized cartoonized portraits based on the customers' requests. I worked for them for more than a year as a Quality Analyst to ensure that the portraits have the best picture quality, has a resemblance to the picture of the customer and follows the instructions that the customer has provided. To perform my tasks as a QA, I used Trello to organize the portraits and label them while I used Gmail to send the portraits to the customers.

My last job as a VA for almost a year was for a startup company that caters to customers' emails and chats from different clients with various types of businesses such as Denim jeans store, meat store, wallet store, crypto app, banking app, and many more using only one tool -- Blastable. I used to answer emails and chats reel time on a first-come-first-served basis which requires a good memory to be familiar with all the templates each client has provided. Flowdash was the secondary tool we used for managing pending tickets during peak season. We mainly used Slack, Zoom, and Gmail for huddles, reports, and communications.

I returned to the corporate world after Covid-19 lockdown was lifted and that's when I got hired by one of the biggest companies here in Ph and was given the chance to handle one of the U.S. Internet/ TV cable/Telephone service provider -- Cox. I was a Technical support for them for more than a year where I handled calls from different types of customers and it was such an amazing journey for me as I have learned a lot of skills from Cox including Upselling which is mainly about upgrading plans and adding services to the customers' existing subscription. Cox has taught me a lot on how internet and tv connection works and how it greatly impacts people's lives. I have been with Cox for more than a year and if there's one thing that I have learned from it, it would be the knowledge that the service that we're selling impacts our customers' lives, and the way we treat them on every call also makes a big difference and most of the time, it's what makes them stay loyal to a provider or company.

I would say that lots of patience, determination, perseverance, ability to multi-task, flexibility in work, dedication, and eagerness to learn and to be better are my edge among the others.