Virtual Assistant

Lead and manage customer support team, providing training and development. Monitor agent performance, handle escalated issues, and ensure adherence to quality standards. Track key performance indicators for assessment and implement quality control measures.

Research and identify leads through online sources, social media, and networking events. Contact and qualify leads via calls, emails, and other methods. Maintain a database for future reference. Collaborate with sales and marketing for effective lead generation. Analyze and report on metrics, stay updated on industry trends, and provide excellent customer service. Manage multiple tasks and attend events for networking.

Plan, create, and manage email and SMS campaigns, covering all aspects from template creation to scheduling. Support strategic programs through targeted campaigns across the customer lifecycle. Build effective target audiences, use customer data for personalization, and conduct A/B tests for optimization. Collaborate with design and copywriting teams to enhance email creative. Ensure a balanced email/SMS marketing calendar to minimize database churn. Provide regular performance reports and stay updated on industry trends for continuous improvement.

Provided support and services to assigned customers, developed new customer relationships in the area, and promoted all products and services offered by the company in a proactive manner.

Acted as the point of contact between the manager and internal/external clients. Screened and directed phone calls, distributed correspondence, and handled requests and queries appropriately. Managed the diary, scheduled meetings and appointments, and made travel arrangements. Took dictation and minutes, sourced office supplies, produced reports, presentations, and briefs. Devised and maintained the office filing system.