Remote Team Leader / Virtual Assistant / Back-Office Special

Maintained and updated reports, spreadsheets, and records accurately for team performance, schedules, and customer accounts, ensuring data was organized and up to date for management review.

Provided excellent customer support in BPO roles, resolving inquiries and concerns efficiently while maintaining high satisfaction and compliance standards.

Led a team of 10-15 agents in a financial account, coaching them to meet and exceed KPIs, providing guidance, and serving as the point of escalation for complex issues.

Assisted customers via email, addressing account and service-related questions, troubleshooting issues, and ensuring timely resolution.

Handled customer inquiries through chat, providing clear and helpful guidance while maintaining accuracy and professionalism.

Managed and updated spreadsheets, documents, and calendars for team and personal schedules, ensuring smooth workflow and organized operations.

Provided assistance and troubleshooting via phone, resolving issues quickly and ensuring a positive customer experience.

Created and managed spreadsheets to track team performance, schedules, and reports, using formulas and functions to ensure data accuracy and efficiency.

Designed simple visuals and templates for reports, presentations, and internal communication to support team operations.

Monitored accounts and transactions to identify potential fraud, implementing solutions to protect customers and maintain security.

Used Notion to organize tasks, track projects, and maintain structured workflow for team and personal projects.

Managed schedules and appointments for teams and personal tasks using Google Calendar, ensuring timely meetings, proper workflow, and organized daily operations.

Monitored team performance and evaluated transactions to ensure compliance with company standards, providing feedback and coaching to improve accuracy and customer satisfaction.