Freelancer

Market research and analysis Product ideation and conceptualization Requirement gathering and prioritization Product roadmap development Cross-functional team collaboration Agile project management User story creation and backlog grooming Product development oversight User testing and feedback incorporation Product launch planning and execution Post-launch performance monitoring and iteration

● Provide prompt and effective customer support via chat, addressing queries, issues, and requests. ● Ensure a positive customer experience by delivering clear, concise, and accurate information. ● Resolve customer issues efficiently through chat, including connectivity problems, billing discrepancies, and service interruptions. ● Collaborate with other departments for complex issue resolution. ● Manage multiple chat sessions simultaneously while ensuring high-quality support in each interaction. ● Prioritize and address urgent issues promptly. ● Resolved products ‘policy issues and shared benefits of new technology. ● Guaranteed positive customer experiences and resolved all customer complaints. ● Regularly sought opportunities to up-sell and add on additional merchandise. ● Addressed customer service inquiries in a timely and accurate fashion. ● Managed chat flow with up to 3 consecutive chats in queue

● Address customer concerns, inquiries, and requests in a professional and courteous manner. ● Provide accurate and up-to-date information regarding products and services. ● Troubleshoot and resolve customer issues, technical problems, and service interruptions. ● Collaborate with relevant departments to escalate and resolve complex problems efficiently. ● Stay current with product knowledge and updates to effectively assist customers with their inquiries. ● Provide guidance on product features, pricing, and promotions. ● Identify opportunities to promote additional services and products to enhance the customer experience. ● Effectively communicate the value of upselling and cross-selling options. ● Monitor customer satisfaction metrics and take proactive measures to address potential concerns. ● Strive to exceed customer expectations, contributing to high levels of customer satisfaction and loyalty.

Proficient in administrative tasks such as scheduling, filing, and correspondence handling Strong organizational skills to manage office operations efficiently Ability to prioritize tasks and meet deadlines in a fast-paced environment Excellent communication skills for coordinating with team members and stakeholders Familiarity with office software like Microsoft Office Suite and Google Workspace Experience in budget management and expense tracking Knowledge of office equipment and systems maintenance Ability to develop and implement administrative policies and procedures Problem-solving skills to address day-to-day challenges effectively Attention to detail in managing records and documentation

Accurate and efficient data entry Proficiency in data entry software and tools Attention to detail in verifying and inputting data Organizational skills to maintain data integrity and confidentiality Ability to handle large volumes of data while meeting deadlines Familiarity with data validation techniques to ensure accuracy Quick and precise typing skills Knowledge of spreadsheet software like Microsoft Excel Understanding of data entry best practices and standards Adaptability to different data entry systems and processes Ability to troubleshoot data entry issues and errors

● Responsible for reviewing account activity and performing a variety of operational tasks for a moderately complex process or function. ● Determines the legitimacy of transactions, accountable for the entire process from receipt of claim to resolution and closure following all compliance guidelines. ● Made outbound calls and responded to inbound calls in order to gather pertinent information in a fast-paced, high-volume call center. ● Processed billing disputes including unauthorized transaction reports and fraudulent usage of cards ● Provided customer service by giving accurate information about account and card transactions. ● Provided call completion and/or alternate options for resolving a claim. ● Handled all customer calls, despite the degree of difficulty, in a courteous and business-like fashion.

Client intake and assessment Case planning and goal setting Referral coordination and resource allocation Progress tracking and documentation Collaboration with stakeholders (clients, families, service providers) Crisis intervention and management Advocacy for client needs Compliance with regulations and policies Risk assessment and mitigation Regular case review and evaluation Reporting and record-keeping

Proficient in managing email correspondence, including filtering, prioritizing, and responding to emails promptly Familiarity with email management tools such as Microsoft Outlook, Gmail, and Thunderbird Ability to organize emails into folders and categories for efficient retrieval and reference Skilled in setting up email filters and rules to automate email sorting and processing Experience in composing professional and concise email responses Knowledge of email etiquette and best practices for effective communication Capable of managing email subscriptions and unsubscribe requests to maintain inbox hygiene Adherence to confidentiality and security protocols when handling sensitive email communications Ability to collaborate with team members and stakeholders via email for project coordination and communication Proactive in flagging urgent emails and following up on pending actions to ensure timely responses

● Assisted in creating documentation for all new hires, and continued to build files in accordance with HR protocol. ● Assisted in maintaining all hard copy files for the HR department. ● Assisted with recruitment, interviews, and hiring. ● Distributed employee handbooks and answered questions and concerns. ● Reported important events and incidents to senior HR members. ● Assisted senior HR members with various tasks on a daily basis. ● Provided new employees with information and training. ● Organized and maintained employee records. ● Streamlined the business facing HR reports and increased their visibility ● Established an in-house recruitment function and refreshed the recruitment process ● Created Marketing tools, ad campaign, and social media accounts for attracting new applicants ● Created a website and added application to better improve workflow and management process