I am a customer service and retention specialist with five years of experience in BPO operations and direct client support for US-based companies. I have supported retail, financial, subscription, and technical-service customers through voice, email, live chat, and back-office channels.
I specialize in managing complex customer concerns, preventing membership churn, handling cancellations, resolving disputes, and identifying upselling opportunities. I use active listening, de-escalation, and persuasive communication to provide positive customer outcomes.
I have experience providing technical support, documenting support tickets, managing escalations, coordinating follow-up calls, and troubleshooting account and database-related issues. I am also comfortable with client onboarding processes, data alignment, and maintaining accurate account records.
As a virtual assistant, I can manage calendars, schedules, emails, appointments, travel arrangements, expense tracking, document filing, research, and open cases. I am organized, computer literate, and able to find practical workarounds when needed.
I am proficient in Google Sheets, Google Calendar, Microsoft To Do, Microsoft Notes, and Outlook, with familiarity using Slack, Avaya, Cisco, Salesforce, and Cimplicity. I also have experience mentoring new hires and sharing best practices to help team members improve their performance.
