Executive Virtual Assistant/ Experienced Customer Service Representative

I was a Customer Service Representative for 2 years experienced in both voice and chat platforms. I handled 50+ tickets daily with tasks like efficiently resolving account, billing and technical concerns and then document these tickets on the CRM system. While working as a CSR, I was able to consistently met quality scores and productivity targets.

I have a total of 11 months being a Customer Service Operations Supervisor assisting 15 agents on my first team handling and answering call queries and 18 agents on my 2nd team handling and answering chat queries from customers. I monitored the ticket quality closed by each agent and made sure they complied with the policies. Aside from real time support during the shift, I also have experienced in coaching at least 6 agents per day depending on what they need to work on and what they need to continue working. Also handled, tier 2 escalations from customers ensuring timely resolution.

I have been consistently using MS Word since I started working in corporate since 2018. In my previous role, I have used the platform consistently in documenting process workflows.

I know how to create and use Pivot tables in Excel, create Google Forms and arrange data using Google Sheets extracted from it.

I personally own a neatly managed email by categorizing emails based on their importance, urgency and information. I also know how to use filters and labels on the inbox.

I know how to create a professional spreadsheet design, cell styles, and data validation by creating an drop-down menu. I also have knowledge in functions like SUM, AVERAGE, and COUNT. I know how to create basic visualization like Bar, Line and Pie charts to represent trends. I know how to create Pivot table with Conditional Formatting to summarize data.