Virtual Assistant

Worked with two companies and two accounts, specifically the Transportation Vertical and Telco Account, for 4 years. Took calls as a Dispatch Specialist for a year and 3 months and as a Tier 1 Technical Support Representative for a year and 2 months, handled tenured agents as a Subject Matter Expert for 7 months, collaborated with operations as a Real Time Management Intern with Workforce Management, and just recently joined Quality Assurance Team 2 months ago ensuring we look for opportunities in areas that need improvement.

Experienced Customer Support and Technical Support professional with over 4 years of experience assisting customers through phone, email, and chat. Skilled in troubleshooting technical issues, resolving account and service concerns, providing step-by-step guidance, and ensuring customer satisfaction. Strong communication, problem-solving, and multitasking abilities, with a proven track record of delivering professional and efficient support in fast-paced environments.

We conduct quality assurance audits to ensure that we meet our clients' quality standards. We closely collaborate with the operations and training team.

Experienced call center professional with a strong background in Workforce Management (WFM), Quality Assurance, and Customer Support Operations. Skilled in real-time monitoring, workforce scheduling, performance tracking, quality auditing, and process improvement. Proven ability to support operational efficiency, maintain service levels, identify performance gaps, and collaborate with teams to achieve business goals while delivering exceptional customer experiences.