Virtual Assistant with Graphic Design Skills

Provided chat-based customer support for Nike's online store, assisting with order tracking, returns, exchanges, and product inquiries. Maintained brand voice and tone to deliver a seamless and premium customer experience aligned with Nike's global standards. Handled multiple chats simultaneously while maintaining high levels of accuracy, empathy, and efficiency. Assisted customers with account issues, promotional offers, and product availability, ensuring quick and helpful responses. Resolved escalated concerns, working with internal teams when needed to achieve first-contact resolution. Met and exceeded performance metrics such as customer satisfaction (CSAT), response time, and quality assurance scores. Demonstrated the ability to adapt quickly to changes in tools, procedures, and campaign priorities. Maintained product knowledge by staying updated on new releases, promotions, and store policies.

Delivered blended customer support (voice, chat, email) across multiple regions including the US, UK, and Canada. Resolved a wide range of inquiries related to shipping, delivery issues, refunds, returns, and product concerns with efficiency and professionalism. Investigated and flagged cases related to retail and concession abuse, helping protect the integrity of Amazon’s policies. Consistently met and exceeded KPIs for customer satisfaction, response time, and resolution rates. Adapted quickly to updates in tools, procedures, and policies in a fast-paced, dynamic environment. Maintained a calm and empathetic approach to resolve complex or sensitive customer issues, ensuring a positive customer experience. Used multiple internal systems to manage cases, verify orders, and escalate issues when necessary. Provided feedback and suggestions to improve team processes and enhance the customer journey.

- Conducted compliance checks, on-site inspections, and audits to ensure adherence to data privacy laws and regulations - Prepares Minutes of the Meeting, Post Activity Reports, Activity Profile etc. - Drafted and issued Show Cause Orders for organizations found to be non-compliant, aiding in enforcement of the Data Privacy Act. - Assisted in policy research and data analysis - Managed data entry and maintained digital records to track all incoming and outgoing communications, ensuring accuracy, timely processing, and confidentiality. - Provided overall administrative support to the Data Security and Compliance Office, coordinating meetings and reports - Ensured the confidentiality and security of sensitive data and compliance-related records - Calendar Management, schedule meetings - Assigning and coordinate with speakers for engagement

As a designer, I use Canva to create professional visuals for reports, social media content, infographics, brochure, and presentations.