Executive Assistant/ Customer Service Manager

Project Management: Experienced in planning, coordinating, and delivering projects from initiation to completion, ensuring timelines, budgets, and quality standards are met. Skilled in stakeholder coordination, resource management, documentation, and driving successful project outcomes across cross-functional teams.

Experienced in leading customer support operations within BPO and retail environments, ensuring high-quality service delivery and consistent achievement of KPIs such as quality scores, AHT, and customer satisfaction. Skilled in handling escalations, coaching agents, and supporting team development as a Tier 2 specialist, SME, and Training & Quality Assurance Lead. Proven ability to improve team performance, maintain operational efficiency, and deliver excellent customer experiences in fast-paced settings.

Highly organized and proactive professional with extensive experience supporting operations, training, and team leadership in fast-paced freelance environments. Skilled in managing administrative tasks, coordinating schedules, handling communications, and supporting day-to-day business functions. Adept at working with cross-functional teams, preparing reports, and maintaining accurate documentation while ensuring efficiency and confidentiality. Brings strong problem-solving skills, attention to detail, and the ability to anticipate needs, streamline processes, and support executives in achieving business objectives.

Develop and manage process maps to visualize workflows, identify gaps, and improve efficiency. Ensure processes are clearly documented, standardized, and continuously optimized to support operational excellence.

Schedule and coordinate client appointments by engaging prospects, qualifying leads, and ensuring accurate calendar management. Maintain clear communication and follow-ups to support sales goals and enhance customer experience.

Deliver engaging product knowledge training that simplifies complex information into practical insights for sales and support teams. Ensure knowledge retention through interactive sessions and continuous updates, enabling employees to confidently communicate product value and enhance customer experience.