Virtual Assistant/Customer Service Specialist

> Address customers' concerns regarding their listings, invoices, shipping queries, claims, and complaints. > Provide walkthroughs on website whereabouts as well as selling best practices. > Troubleshoot website bugs and create reports on the member's behalf. Promote company services and deals.

> Conducted coaching sessions with every team member to assess their most impacting behavior and co-create action plans that could help improve their performance. > Supported recruits to ensure proper training and quality customer service was implied before teammates were endorsed to their designated teams after On-the-job training. > Performance monitoring and analysis through chat monitoring and evaluations to keep track of the team's strengths and opportunities. > Present daily business updates from the knowledge bank to ensure each individual is aligned. > Join weekly calibrations with the Quality Team and brainstorm ideas to come up with new relevant solutions that we could share with the LOB. > Took escalation calls/chats focusing on resolving customer complaints. > Took inbound calls/chats to resolve billing statement queries, walkthroughs on website whereabouts, resolve shipping inquiries, and provide selling best practices to our platform members.

Joined the engagement team and was assigned to create designs for certificates and program queues based on the cluster's preferred theme for each month.

Joined the engagement team and was assigned to publish intro/outro videos for monthly rewards and recognition.