Virtual Assistant

I have over 10 years of experience as a librarian, where I managed library operations, organized resources, maintained records, and assisted patrons with their information needs. This role helped me develop strong administrative, organizational, and communication skills. Later, I transitioned into a Learning Performance Coach role, where I supported team members by providing coaching, monitoring performance, and guiding them to improve their skills and meet company goals. These experiences gave me a solid foundation in professional and administrative services—balancing operations management with people development. They taught me how to manage tasks efficiently, communicate effectively, and support both organizational needs and individual growth.

With over 7 years of experience in graphic design, specializing in creating visually appealing and impactful designs across digital and print platforms. My work includes branding, social media graphics, marketing collateral, presentations, and layout design. Over the years, I’ve developed strong skills in Canva. I’m experienced in translating client ideas into creative concepts, while ensuring consistency with brand identity and delivering projects on time with high-quality results.

In my technical support experience, I assisted customers with basic troubleshooting to ensure their online services were running smoothly. This included guiding them through connectivity checks, verifying account settings, and walking them through step-by-step solutions to resolve common issues. If the problem required more advanced support, I made sure to document the details clearly and coordinate with the right department so the customer’s concern was properly resolved. I always combined patience and clear communication when explaining technical steps, making sure customers felt comfortable and understood the process. These experiences helped me develop strong problem-solving skills and the ability to keep customers confident while their issues were being addressed.

In my customer support experience, I’ve handled both inbound and outbound interactions through phone, email, and chat. I assisted customers with account concerns, billing issues, and product inquiries, and I also managed escalations with professionalism and empathy. I made it a point to actively listen, understand their concerns, and provide clear solutions, even in difficult situations with irate callers. I’ve worked with tools like CRM, as well as communication platforms like Zoom, Slack, and Microsoft Teams. These experiences helped me strengthen my problem-solving, communication, and multitasking skills while consistently meeting KPIs such as customer satisfaction, first-call resolution, and quality scores.

I have experience in captioning through my work with our internal team, where I helped create captions for company events. This involved transcribing live and recorded sessions accurately, ensuring the captions were clear, well-timed, and easy to follow. I paid close attention to detail, grammar, and formatting so the content remained professional and accessible. That experience taught me the importance of accuracy and consistency, especially when working on materials that represent the company to a larger audience. It also improved my listening and typing skills, as well as my ability to work efficiently within deadlines.

In my previous office and administrative roles, I handled tasks such as scheduling, preparing reports, managing correspondence, and keeping records organized. I also supported meetings and helped ensure daily operations ran smoothly. Communication has always been an important part of my work—I regularly coordinated with clients, colleagues, and management through emails, calls, and tools like Zoom, Slack, and Microsoft Teams. These experiences helped me develop strong organizational skills and the ability to communicate clearly and professionally, whether it’s responding to inquiries, drafting emails, or relaying information between departments.