CS & Sales VA | HubSpot Certified | CRM · AI Automation · Admin · Lead Genera

• Handled 30–50 daily customer interactions via voice and chat for T-Mobile, consistently achieving FCR targets of 60–70% and CSAT scores of 9.0+ across billing disputes, technical troubleshooting, and account management • Maintained precise CRM records and interaction notes across every customer touchpoint with zero recurring errors — building the documentation discipline carried across all subsequent roles • Achieved a 98%+ attendance rate across a 2-year, 8-month tenure in a high-volume, shift-based operation — demonstrating the reliability expected in client-facing BPO environments • Managed 30–50 daily customer interactions across voice and chat for Verizon, maintaining 9.0+ CSAT and FCR targets of 60–70% while handling billing concerns, technical troubleshooting, plan upgrades, and customer retention conversations • Maintained accurate CRM records across all interactions, contributing to an estimated 30,000+ documented touchpoints over 4+ years combined with Alorica — with consistently praised documentation quality and zero recurring errors flagged

• Operated across two distinct programs: consultative Sales Representative for HP (upselling and cross-selling hardware and support plans) and Customer Service Representative for Microsoft & Xbox (account management, technical support, and account security) • Generated $1,000–$2,000 in daily revenue on the HP account by executing consultative selling strategies across an average of 30 chats per shift, consistently meeting $40–$60 revenue-per-chat targets within a 20-minute chat window and sustaining a 10% sales conversion rate • Maintained 110%+ quota attainment for the majority of the 3-year, 8-month tenure — consistently ranking in the top 5 of 10 on the team by proactively adapting product recommendations to evolving revenue targets

• Operated across two distinct programs: consultative Sales Representative for HP (upselling and cross-selling hardware and support plans) and Customer Service Representative for Microsoft & Xbox (account management, technical support, and account security) • Independently managed Microsoft & Xbox Tech support across an average of 25 calls per day (Xbox account management and technical support) and 20–40 daily chats (Microsoft account recovery and security) — maintaining monthly NPS targets, FCR standards, and a 90%+ QA score across all channels • Managed 30–50 daily customer interactions across voice and chat for Verizon, maintaining 9.0+ CSAT and FCR targets of 60–70% while handling billing concerns, technical troubleshooting, plan upgrades, and customer retention conversations • Handled 30–50 daily customer interactions via voice and chat for T-Mobile, consistently achieving FCR targets of 60–70% and CSAT scores of 9.0+ across billing disputes, technical troubleshooting, and account management

• Executed cold outreach campaigns via SMS and email targeting local residents and businesses in need of on-site tire services • Managed follow-up sequences to re-engage non-responders and keep leads warm • Handled inbound calls from interested leads — qualified them based on service needs, vehicle details, and location, then converted qualified leads into booked appointments • Coordinated scheduling and confirmed appointment slots for the field technician • Updated CRM with lead status, interaction notes, and appointment details after every touchpoint • Submitted a daily EOD report covering leads contacted, replies received, calls handled, and bookings confirmed