Senior Analyst, Virtual Assistant, Marketing Coordinator

Administrative assistant to the VP of operations, run daily, weekly and monthly reports including financial statement using QuickBooks.

Supported senior management handling escalations, support real time analyst in managing call volumes. Helped Service desk agents with any technical support needed while on or off the calls. Provided coaching and feedback sessions to service desk. Responsible for the process training for new hires and existing employees. Prepared training materials such as presentation decks, knowledge base articles and self-paced courses. Provided coaching, mentoring, feedback and support to service desk.

Balance excellent customer service. Operated point of sale system accurately and efficiently. Resolved customer complaints and negotiated solution. Exceeded sales quotas on face-to-face appointments by consistently using effective up-selling skills.

Providing and processing information in response to inquiries, concerns, and requests; including Diagnostic, resolving technical, hardware and software, issues. Offer alternative solutions where appropriate with the objective of retaining customers’ and clients’ business. Queue and ticket monitoring. Calls, chat and email support. PowerPoint presentation.