E-commerce VA & Customer Service Representative

Overview

Looking for full-time work (8 hours/day)

at $5.00/hour ($880.00/month)

Associates degree

Last Active

April 28th, 2024 (15 days ago)

Member Since

June 18th, 2021

Profile Description

E-commerce VA • January 2020
- Managing the Order fulfillment process including order entry, administration and shipping.
-Overseeing the order tracking process and ensure orders are processed
- Ensuring adequate inventory levels are maintained
- Resolving customer concerns, query, and requests
- Handled 4 different stores at once for the same company including Shopify, Lazada, and Shopee
- Uploading products in Shopify, updating images, description, and prices
QUALITY ASSURANCE SUPERVISOR • January 2019 - Presentation
- Supervise a group of Quality Assurance Representatives
- Develop action plans to drive Quality and CSAT performance
- Monitor and evaluate QA Representatives’ performance to ensure adherence to company guidelines and provide feedback to representatives regarding their strengths and weaknesses
- Maintain reporting of QA and CSAT scores and trending errors
- Maintain proper documentation of call performance and associated corrective measures as applicable
- Make recommendations to management regarding the development of policies and procedures; identify and implement processing efficiencies; identify trends and continuing education opportunities.
- Lead calibration sessions and training sessions as needed. Support new hire and on-going QA training initiatives as needed
- Stay up to date on new products and procedures
- Present Quality and CSAT Performance on Weekly, Monthly, and Quarterly Business Reviews.
QUALITY ASSURANCE
October 2017 to December 2018
- Audit Live and Recorded Calls
- Audit Email Interactions
- Audit CSAT and Identify DSAT Drivers
- Conduct coaching/feedback session for Agents
- Provide Training or Quality Talk to agents on quality parameters set by the Client
- Send Product Updates and Reminders
CUSTOMER SERVICE PROFESSIONAL
January 2014 to September 2017
- Respond to Customer inquiries and concerns via calls and emails
- Update Customer Records
- Escalate Customer Issues
- Handle Merchant/Customer Disputes
- Provide General Customer Support