Operations & Support Systems VA | Process Documentation | Fo

Oversaw daily operations and team performance to ensure service levels and business targets were met. Supported leadership with workforce planning, process improvements, reporting, and escalations. Coached supervisors and team leads, implemented performance improvement plans, and partnered with stakeholders to drive efficiency, quality, and employee engagement.

With over 3 years of experience in client relationship management, the Assistant Manager ensures clients recognize the value of our partnership. Key responsibilities include maintaining high levels of client satisfaction, aligning client engagements with company goals, and collaborating with internal teams. They review performance metrics, conduct daily client meetings, and handle client queries and escalations. Additionally, they oversee client onboarding, provide training, and develop strategic plans for client relationship management. By gathering and acting on client feedback, they continuously enhance service quality and client retention.

With over 3 years of experience as a Team Lead, I focus on developing team members and ensuring they are set up for success. I also provide team lead coaching, offering insights and support to foster a collaborative and productive environment.

Delivered high-quality support via phone, chat, and email by resolving customer inquiries efficiently and professionally. Maintained accurate documentation in CRM systems, followed company policies, and consistently met quality and productivity standards while ensuring positive customer experiences.

Oversee AR processes including payment allocation, invoicing, and reconciliation. - Coordinate with client finance teams to ensure accurate collections and aging reports. - Mentor and guide AR team members on escalation handling. - Generate reports for Monthly and Quarterly Business Reviews. - Lead process improvements and automation initiatives, improving AR tracking accuracy by 15% and reducing overdue accounts by 20%.

My role involves listening to audio recordings to verify the quality of calls, facilitating client and team meetings, and providing updates from clients. Additionally, I am responsible for setting up meeting schedules, conducting monthly and quarterly business reviews, and ensuring continuous improvement in service delivery.

Designed and facilitated onboarding, product, and skills training for new hires and tenured employees. Created training materials, job aids, and LMS content (including Lessonly). Conducted upskilling sessions, calibration meetings, and knowledge checks to improve performance, quality scores, and operational readiness.

Provided advanced technical support by troubleshooting software, hardware, and system-related issues. Resolved complex cases, documented solutions, and collaborated with internal teams to improve resolution time. Served as a subject matter expert and supported knowledge base and process improvements.