Virtual Assistant / Customer Support

Resolved customer issues related to product functionality, billing, and service discrepancies, achieving a 98% resolution rate on first contact. Drafted and maintained email templates and knowledge base articles to streamline responses and improve team efficiency.

Delivered exceptional service to over 100 customers daily via phone, email, and live chat, addressing inquiries, resolving issues, and ensuring high levels of customer satisfaction. Managed and resolved customer complaints effectively, achieving a 95% satisfaction rating based on post-interaction surveys.

Ticket Management: Efficiently managing support tickets using Zendesk. Escalation Handling: Knowing when to escalate tickets for further resolution if initial troubleshooting steps don’t work. Customer Communication: Clear and empathetic communication tailored to the customer’s issue. Troubleshooting: Providing actionable troubleshooting steps to resolve the issue. Product Knowledge: Familiarity with potential issues customers may face and how to address them. Anticipating customer needs and providing additional helpful information. Admin tasks Being aware of and respectful toward the diverse backgrounds of customers, including their language, preferences, and cultural nuances.

Responsible for coordinating translation workflows by managing file distribution, performing quality checks on translated documents, and handling client communication and billing. Ensures smooth end-to-end processing of translation projects from file receipt to final delivery and invoicing.