Virtual Admin Support / Executive Assistant

As a Quality Assurance Specialist in customer service and sales, I evaluated interactions to ensure adherence to company standards, focusing on customer satisfaction and compliance. I provided feedback to agents, identified training needs, and implemented process improvements. My role involved enhancing service quality, increasing sales conversions, and ensuring continuous improvement in overall customer experience.

I have experience in customer support, handling inquiries via email, phone, and live chat. I provided quick and efficient solutions, ensuring customer satisfaction by addressing concerns, troubleshooting issues, and following up on resolutions. I consistently met performance metrics and contributed to improving service processes while maintaining a positive and professional demeanor.

As a Customer Service Team Lead with Telstra, I managed and supported a team of agents, ensuring they met performance targets and delivered exceptional service. I provided coaching, conducted performance evaluations, and facilitated team meetings. I also handled escalations, streamlined workflows, and helped improve overall customer satisfaction through leadership and strategic problem-solving.

I have been working as a Virtual Admin Support Staff for one of Australia's leading Adventure camps for primary and secondary schools located in Trafalgar East in the state of Victoria. As a support staff, I had the opportunity to learn new skills in video and photo editing (using Adobe Suite and Canva), prepare EDMs, manage our website in Wix and now WordPress, and project management using Smartsheet. I also helped create and maintain daily, weekly and monthly reports. I have also taken over time other time-consuming tasks like research, data entry in our CRM, management of our rental property in AirBnb, fixing back-end technical issues related to our school portals, help staff with everything that relates to our day-to-day operations. In the last 2 years, I have also become an executive assistant to a chiropractor who is also an author, a radio show host and a life coach. My responsibilities for him include calendar management, blog editing and publishing, website and YouTube maintenance, and patient correspondence, for his radio show I was tasked to research potential guests, send invites, schedule their guesting, edit recordings, and create marketing materials for him the guests as well. For his coaching business, I manage his calendar, answer email enquiries, contact potential clients, set up discovery and coaching calls, send reminders, and set u Zoom meetings. For his chiropractic practice, I was in charge of weekly and daily reporting, setting up monthly welfare Zoom meetings and any ad hoc tasks. I also did research for his personal needs.