Customer Experience Specialist | Shopify, Food Delivery & Social Media Ops | Vir

As Social Media Manager for Netflix, I managed the weekly content calendar and scheduled over 250 posts per month across multiple platforms, consistently meeting 100% of deadlines. I edited assets to fit platform requirements, coordinated with managers to ensure accuracy and consistency, and streamlined workflows to align with the brand voice and reduce late post submissions.

As a Customer Service Representative for DoorDash, I managed 60–100+ daily chats and calls covering orders, modifications, cancellations, and tracking, while consistently maintaining a 95% CSAT. I coordinated with restaurants and drivers to meet ETAs and resolve escalations efficiently, documented cases thoroughly, and supported the onboarding of new restaurants and drivers—helping improve first-contact resolution rates. In addition, I handled Shopify order processing, including tracking, modifications, cancellations, and returns via email support. I responded to customer inquiries regarding shipments, delivery timelines, and product concerns, and worked closely with fulfillment and logistics teams to ensure timely dispatch and resolution of delivery issues. I also maintained organized workflows and inbox management to meet response SLAs, utilizing multiple systems and carrier portals to monitor and update order statuses.

As a Virtual Assistant at Hi Auto, I trained and tested AI-powered restaurant order-taking systems (voice and text) by labeling data for clarity. I executed scripted scenarios and validated model accuracy, which improved response rates and reduced annotation errors.

As an Elementary Teacher at SMEAG Global School, I designed lesson plans, assessed student progress, and maintained a tech-enabled classroom. This role also strengthened my communication and organizational skills, which are highly transferable to providing effective support as a Virtual Assistant.