Jaona Edson

# Virtual Assistant | Customer Support Specialist | Customer Service Expert

Location MadagascarDesired Salary UnspecifiedWork preference Full Time, Part Time, TemporaryLinksNot setStatus   Actively looking Field / Industry Admin & Virtual Assistant

* SharePreferences:Relocation: NoNotice Period: ImmediateSkill Assessments:This user has not passed any tests yet

Languages:  English -   French -   German -

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[Overview](#overview)

## About Me

I’m a seasoned virtual assistant and customer support specialist with experiences since 2020. Over the past five years, I’ve grown from frontline customer support to team manager, leading multiple projects and creating processes that drive efficiency and customer satisfaction. What I can offer includes customer relationship management, aftersales service, customer engagement, and Trustpilot review handling. I excel in issue and dispute resolution, managing customer complaints, PayPal/Stripe disputes, and chargebacks. I am skilled in process creation, designing SOPs and templates to streamline workflows and improve team performance. I have strong project management experience, onboarding and managing multiple projects to ensure smooth execution. As a team leader, I was promoted from agent to manager, now leading teams across six projects with efficiency and empathy. I am proactive in anticipating customer expectations, identifying improvements, and building loyalty. I possess a keen eye for detail and excel in data annotation and entry tasks, ensuring accuracy and reliability. I am proficient with tools such as Outlook, Zendesk, Freshdesk, Google Drive, Gmail, Zoho, and various e-commerce platforms including Shopify and WooCommerce. My qualities include proactivity, professionalism, empathy, understanding, analysis, and a problem-solving mindset. I am fluent in English and conversational in French, with basic German skills. I am based in Tananarive, Madagascar, and am passionate about singing and playing piano in my free time.

## Skills

### [Communication Skills](https://jobicy.com/talent/communication-skills.md)[Project Management](https://jobicy.com/talent/project-management.md)[Problem Solving](https://jobicy.com/talent/problem-solving.md)[Customer Service](https://jobicy.com/talent/customer-service.md)[Team Leadership](https://jobicy.com/talent/team-leadership.md)[Microsoft Excel](https://jobicy.com/talent/microsoft-excel.md)[Customer Support](https://jobicy.com/talent/customer-support.md)[Team Management](https://jobicy.com/talent/team-management.md)[Performance Management](https://jobicy.com/talent/performance-management.md)[Onboarding](https://jobicy.com/talent/onboarding.md)[Data Entry](https://jobicy.com/talent/data-entry.md)[Zendesk](https://jobicy.com/talent/zendesk.md)[Shopify](https://jobicy.com/talent/shopify.md)[Empathy](https://jobicy.com/talent/empathy.md)

## Education

Sileny Paul High School, Manakara, Madagascar  2011  A-level equivalent

University of Ankatso, Tananarive, Faculty of Art and Humanity  2015  Bachelor’s Degree in English Language

## Experience

Data Annotator @ TELESOURCIA  2017 - 2019 Data annotation and data entry tasks ensuring accuracy and reliability.

Customer Advisor | Customer Service Expert @ ADM VALUE  2020 - April 2023 Aftersales customer service via phone, chat, and mail; assisting customers with order-related issues and ensuring prompt resolution.

Customer Support Specialist | Customer Service Expert for Dropshipping & E-commerce @ SAV Control  May 2023 - February 2026 Provided professional assistance across email, live chat, and Trustpilot review management. Handled payment disputes through PayPal and Stripe. Promoted to Team Lead and then Manager, overseeing six active projects and teams. Responsibilities included onboarding new projects, creating SOPs and templates, leading teams efficiently and empathetically.