Experienced Customer Service Representative | Team Leader | Virtual Assistant

Handled inbound and outbound calls for fintech and e-commerce accounts, assisting customers with account creation, order placement, payment arrangements, collections, and processing refunds.

As a manager, I managed schedules, prepared reports for Weekly Business Reviews, and maintained accurate records of agents to ensure smooth operations and effective team management.

During my team leader role, aside from coaching agents and ensuring all performance metrics are met, I also edit and finalize my team’s timesheets to ensure accurate and timely compensation.

Handled up to 80 chat interactions daily for an e-commerce account, coordinating with merchants on platforms such as Amazon, Shopify, and Walmart to resolve customer concerns related to order fulfillment and product availability, while consistently maintaining quality standards and response time targets.

As a Team Manager and CSR, I manage reports and perform accurate data entry such as updating customer information, handling tickets, logging interactions, and completing reports for WBR and incentives purposes.

As a team manager, I conducted regular audits of agents’ calls, emails, and chats to ensure adherence to SOPs and maintain quality standards.

I have handled disputes such as refunds and billing concerns, investigated issues escalated by front-line agents, processed payments, refunds, and adjustments, and assisted with system updates, tools, and internal coordination to ensure accurate and efficient resolution of customer concerns.

I always used Zendesk to handle customer inquiries, update, track tickets, enter customer details, log interactions, and ensure accurate and timely resolution of issues.”

As a manager, I utilized Power BI to monitor and update agent statuses, ensuring real-time visibility of team performance and efficient decision-making.