Virtual Assistant l Quality Analysts l Customer Service

Handled inbound calls for a satellite radio provider in the US and Canada, offering retention solutions to prevent cancellations, promoting plan upgrades, and selling equipment. Strong in customer retention, upselling, billing support, and complaint resolution, consistently driving customer satisfaction and loyalty.

Handled customer inquiries via phone and email for a Samsung appliances service center, coordinated field technicians’ schedules, and addressed service concerns. Provided repair quotations, processed orders in the system, and managed long‑term pending repairs with real‑time status updates. Skilled in customer communication, scheduling, order management, repair coordination, and business account support, including preventive maintenance proposals and schedules.

Audited workflow adherence and reported findings with actionable recommendations, facilitated new hire training and policy refresher sessions, and supported smooth operations. Monitored policy implementation, addressed discrepancies, and conducted trend and reporting analysis while attending business reviews and client calibrations. Supported data annotation by reviewing large datasets, identifying errors, and verifying AI‑generated responses for accuracy, and contributed to content annotation projects by categorizing video segments to improve AI training and user experience. Additionally, performed content moderation by reviewing user photos and videos to ensure compliance with community standards, labeling potential violations using client‑provided guidelines to uphold platform safety.