Customer Support & Virtual Assistant Professional | 15+ Year

I have extensive experience in English communication, both spoken and written, developed through over a decade of working in customer support, technical assistance, and guest relations. My roles required me to interact daily with international clients, property owners, and guests through phone calls, video meetings, live chat, and email. I am confident and articulate in delivering information, resolving concerns, and de-escalating issues in a professional manner. I also adapt my tone and language depending on the situation—whether providing step-by-step technical guidance, explaining policies, or offering empathetic support to dissatisfied customers. This experience has strengthened my fluency, clarity, and confidence in English, enabling me to effectively build rapport, convey solutions, and maintain a positive customer experience.

I have over 10 years of experience in customer support, delivering both technical and guest-facing assistance across phone, email, and chat channels. My background spans BPO and remote roles, from providing frontline technical support for AT&T to handling tier-2 trust and safety appeals, and most recently serving as Guest Support Manager at Zelloo. I have extensive experience managing bookings and property calendars, resolving escalations, processing invoices, refunds, and travel credits, and coordinating maintenance, housekeeping, and partner communications to ensure seamless operations. Skilled in using tools such as Zendesk, HubSpot, Slack, Aircall, RingCentral, Shopify, Breezeway, ClickUp, and Guesty, I have also developed and implemented SOPs, trained and onboarded new team members, and led weekly management reviews. Throughout my career, I have been recognized for my ability to stay calm under pressure, adapt quickly to new systems, and provide clear, solution-oriented communication that balances customer satisfaction with business priorities.

I have consistently demonstrated strong attention to detail throughout my career in customer support and operations. Whether managing high-volume bookings, processing invoices and refunds, or handling guest escalations, I ensure that every piece of information is accurate and complete to prevent errors and delays. I carefully review reservation details, contracts, and reports, double-check data entries, and follow established SOPs to maintain accuracy in all tasks. This skill has been essential in coordinating with housekeeping and maintenance teams, updating property listings, and using platforms such as Zendesk, Guesty, and HubSpot, where even small oversights can impact customer satisfaction and business outcomes. My ability to focus on details while managing multiple priorities allows me to deliver reliable results, build trust with clients, and support smooth day-to-day operations.

I have extensive experience providing email support, handling a wide range of customer and guest inquiries with professionalism and accuracy. My role involved managing high volumes of emails daily, addressing booking requests, processing refunds, resolving disputes, and coordinating with housekeeping and maintenance teams to ensure timely resolutions. I am skilled at writing clear, concise, and empathetic responses that maintain a professional tone while addressing customer concerns effectively. Using platforms such as Zendesk, HubSpot, and Guesty, I consistently ensured that all email interactions were properly documented, tracked, and resolved within set response times. This experience has strengthened my ability to multitask, pay close attention to detail, and deliver reliable support that balances both customer satisfaction and company policies.

I have developed a high level of adaptability through my years of experience in customer support, hospitality, and virtual assistance. I have successfully transitioned between industries—from telecommunications to e-commerce and hospitality—while quickly learning new systems, tools, and processes such as Zendesk, Guesty, HubSpot, Breezeway, and ClickUp. My ability to adjust to changing policies, handle unexpected guest issues, and manage last-minute booking modifications has allowed me to remain effective even in fast-paced and high-pressure environments. I embrace challenges as opportunities to grow, and I consistently adapt my communication style to meet the needs of different clients, guests, and team members. This flexibility has enabled me to provide seamless support, maintain customer satisfaction, and ensure smooth operations regardless of shifting priorities or circumstances.

I have extensive problem-solving experience developed through years of handling customer concerns, guest issues, and operational challenges. In my roles, I often dealt with unexpected situations such as last-minute booking changes, payment disputes, and maintenance problems, where I had to quickly assess the situation, identify solutions, and communicate them effectively to both guests and property owners. I approach problems with a calm and logical mindset, carefully analyzing details to prevent recurring issues while ensuring immediate concerns are resolved promptly. Whether troubleshooting technical difficulties, de-escalating dissatisfied customers, or coordinating with teams to fix on-site concerns, I focus on delivering practical solutions that balance customer satisfaction with business objectives. This ability to think critically under pressure has consistently allowed me to maintain smooth operations and build trust with clients and guests alike.

I have strong multitasking experience gained from managing various aspects of customer support, operations, and guest services simultaneously. In my previous roles, I handled a high volume of emails, calls, and chat inquiries while also coordinating booking schedules, processing payments, and resolving escalations. I often balanced guest communication with backend tasks such as updating property listings, creating reports, and liaising with housekeeping and maintenance teams to ensure timely resolutions. Using tools like Zendesk, Guesty, HubSpot, and ClickUp, I was able to prioritize urgent matters without overlooking routine responsibilities. My ability to stay organized, focused, and efficient while managing multiple tasks at once has allowed me to consistently meet deadlines, maintain accuracy, and deliver excellent service even in high-pressure environments.

I have 7 years of hands-on experience using Zendesk as my primary customer support platform. In my previous role as a Customer Support Agent, I used Zendesk daily to manage high volumes of tickets across email, chat, and phone channels. I am skilled in creating, tracking, and resolving tickets, organizing workflows, and ensuring that all customer interactions are documented accurately. I also leveraged Zendesk’s features such as macros, tagging, and reporting to improve efficiency, maintain response time goals, and identify recurring issues. My long-term use of the system has made me highly proficient in navigating its tools, which allowed me to provide fast, consistent, and high-quality support while maintaining strong customer satisfaction.

I have 2 years of experience using ClickUp as a project management tool in my previous role. I utilized it to organize tasks, track deadlines, and manage team workflows, ensuring that projects were completed on time and according to priorities. I am familiar with creating and assigning tasks, setting up dashboards, using tags and checklists, and collaborating with team members through shared boards. ClickUp helped me stay organized while handling multiple responsibilities, and I effectively used its features to monitor progress, streamline communication, and improve overall productivity.

I served as a Virtual Assistant to to the Director of Programmatic Products at Horizon Media, for seven years. At the time, Horizon was a start-up advertising agency in New York, and my responsibilities included managing his appointments in and outside of work, coordinating meetings, handling email correspondence, conducting research, and ensuring tasks and deadlines were met efficiently.