Customer Service and Virtual Assistant Professional

I started as a membership retention agent for a skincare brand, contacting customers who requested subscription cancellations. I worked to retain memberships through customer service, tailored subscription changes, and discounts when appropriate.

I later joined the refund team, where I processed refunds and applied refund policies while identifying opportunities to retain memberships. I also trained new hires before live calls and production.

As a QA Analyst, I monitored and evaluated customer service and retention operations, completed quality audits, identified performance and process gaps, and provided actionable coaching and feedback to agents.

I supported the CEO by contacting suppliers and sellers to facilitate the purchase of goods for resale. I reached wholesale representatives through email and outbound calls and acted as an intermediary between the CEO and suppliers.

My responsibilities included handling calls and emails and partially completing resale forms based on the CEO's requirements.

I worked on the sales team handling inbound and outbound calls from clients in the United States, Puerto Rico, Hawaii, and Canada. I provided pet transport rates and service options, encouraged customers to use the service, processed payments, and sent agreements.

I later moved to the customer service department at Blue Collar Pet Transport, where I handled calls from new and existing customers regarding services, logistics, and after-sales processes. I also managed social media responses, including Facebook and Google reviews.

I supported the digitalization of shopping malls by introducing the company and its services to key decision-makers. I generated leads through social media, LinkedIn, and company websites.

I researched shopping malls across continents, built prospect lists, identified marketing managers, made initial contact, introduced company services, and arranged meetings with the CEO.

I made cold and warm calls for a tour operator, reaching travel businesses through leads from websites such as NCL and the BBB. I explained services, offered to send marketing materials, and encouraged prospects to stay in contact for future quotes.

I built lead lists containing travel agency and contact-person information. I also worked with the salesperson to prepare itinerary quotes for travel agents and their clients.

I made cold calls to potential U.S. clients to connect them with an online education service. I asked parents or guardians qualifying questions to assess their children's eligibility.

I was responsible for scheduling meetings between qualified prospects and U.S.-based agents.

I handled inbound calls from U.S. customers who needed assistance with their accounts and DirecTV services. I addressed technical issues, billing concerns, and account-management requests.

I provided step-by-step troubleshooting for minor and major issues, scheduled field technicians when needed, reviewed account history to anticipate concerns, and coordinated with sales, billing, and retention departments.

I worked on an outbound cold-calling campaign targeting potential customers in the United Kingdom regarding possible insurance claims. I introduced the service and discussed potential claim opportunities.

I gathered client information for pre-filling insurance-policy paperwork and encouraged prospective customers to use the service.

I handled inbound calls for Netspend, a U.S.-based prepaid debit card provider, and completed follow-up calls until customers received a resolution. I assisted with charge disputes, refund requests, and transaction inquiries.

I consistently met customer service KPIs, including customer satisfaction, net promoter score, average handling time, and first contact resolution.

I handled an outbound collections account for U.S. customers with overdue bank loans and credit card payments. I discussed alternative payment options and negotiated settlements by phone.

I also performed lead generation, skip tracing, data entry, and payment processing for the account.

I taught English to fourth- and fifth-grade students and served as a sixth-grade adviser. I supported student learning and classroom activities.

I also served as the school newspaper adviser, mentoring young writers and staff in literary and journalistic competitions. The students secured placements at divisional and regional levels.