QA-Savvy Virtual Assistant: Enhancing Customer Service 

Overview

Looking for part-time work (5 hours/day)

at $8.80/hour ($968.00/month)

Associates degree

Last Active

April 10th, 2024 (8 days ago)

Member Since

February 5th, 2019

Profile Description

Are you looking for a dynamic leader with exceptional communication and management skills?

10 years in the BPO industry and 3 years as a Quality Assurance
High-Speed Internet
Reliability and Professionalism

Leadership and Organization: 
• I've been in charge of assigning leads and setting up schedules for our team, keeping everyone on track and organized.
• I lead with a commitment to quality, ensuring every teaUpgrade to see actual infomber is aligned with the highest standards. 

Training and Coaching:
• Developing and enhancing agent skills and knowledge is my forte.
• Through ongoing coaching and mentoring, I empower agents to improve their performance and meet quality and productivity targets.
• I offer unwavering support and guidance, ensuring that agents have the resources they need to succeed.

Quality Assurance and Team Support:
•Making sure our processes are up to standard by conducting audits and calibrations is part of my responsibility, and I'm always there to coach and support my team.

Audit Management:
• I meticulously conduct audits of agents' interactions with customers to ensure adherence to our company policies and procedures.
• By evaluating the accuracy and effectiveness of resolutions provided by agents, I ensure that our customers receive the high-quality service they deserve.
• Identifying areas for improvement, I provide constructive feedback to agents to help them excel in their roles.

Attention to Detail:
• I pay meticulous attention to detail when auditing to detail whether auditing agent interactions and reviewing customer accounts.
• Ensuring accuracy and completeness in documentation and reporting is paramount to me.
• Identifying and resolving discrepancies or inconsistencies in customer records or agent behaviors is something I handle with precision.

Analytical Skills and Reporting:
• I'm the one who keeps an eye on trends in customer support and provides reports to help us improve our service.
• Analyzing audit results and performance metrics is where I thrive, identifying trends and areas for improvement.
• Using data-driven insights, I develop strategies for enhancing customer experience and agent performance.
• I meticulously track and report on key quality metrics to monitor progress and drive continuous improvement.

Communication and Engagement:
•  I'm the one who handles our social media presence, crafting posts on Facebook and Instagram to draw in potential customers.
• When it comes to setting up appointments or answering the questions of the customers, whether through messaging or calls, I'm the go-to person.
• I keep agents informed by communicating updates and changes in policies or procedures as needed.
• Collaborating with other departments, acting as a liaison between front-line agents and management, I convey feedback and suggestions to foster a collaborative work environment.
• Addressing customer issues and working to improve service delivery, I convey feedback and suggestions to foster a collaborative work environment.
• Addressing customer issues and working to improve service delivery, I collaborate with supervisors and managers to implement service delivery improvements.

Customer Satisfaction Specialist:
• Getting feedback from customers about our services and offering support through email, chat, or phone is something I do regularly.
• Dealing with complaints and making sure we resolve issues to keep our customers happy is part of my routine.
• Happy customers are the heartbeat of any business, and I make sure that beat is strong and steady.

Adaptability and Growth Mindset:
- I started in customer service and worked my way up to operations, always ready to take on new challenges and grow with the company.

Conflict Resolution and Mediation:
- Whether it's mediating between guests and hosts or taking supervisor calls, I'm the one who steps in to resolve conflicts and keep things running smoothly.