If you’re here is because you need one of the following:
✔ Virtual Assistant
✔ Email support (fast responses)
✔ Shopify order fulfillment
✔ LiveChats
✔ WhatsApp, Facebook and Instagram messages.
✔ Order tracking, providing status, etc
✔ Zendesk ticket support
✔ Salesforce ticket support
✔ Troubleshooting issues
✔ Moderation on Social Media
✔ Following up with customers
✔ Maintenance of customer data base
✔ Data entry
✔ PDF to Word or Excel Conversion
✔ Transcription
✔ Help creating reviews of products
✔ App reviews (replying back to feedback on both App Store and Play Store)
A little bit about myself:
I love technology, reading, meeting new people, and being part of new projects. I have always worked for American companies and understand the customer service industry since I have been working on this for six years.
About my background:
I'm a Business Administration Professional who's specialized in customer experience. For three years, I worked for a Multinational Company called Fitbit, the leading global wearables brand of the high-tech Fitness trackers industry. I handled chats and emails for one year, always providing tech support, reviewing orders, updating account information, exhausting troubleshooting with step by step instructions, providing replacement units when necessary, and answering any types of inquiries of potential customers about the products and services.
I also have experience as a virtual assistant. Updating information or double-checking details in huge databases (using Google Sheets or Excel) I'm very skilled using Excel.
After one year, I got promoted to CSAT Analyst (Customer Satisfaction Analyst and QA) Based on metrics, teamwork and overall performance.
I also got another promotion to Supervisor and then as Customer Experience Lead. I was able to understand more about the business, KPIs, SLAs and everything that is necessary to keep the business and customers in good numbers.
I kept taking chats and emails daily, though as a secondary task, mainly receiving escalations from customers that needed additional support and wanted to talk to a supervisor.
The key for me is patience, understanding what customers need, and providing clear information while keeping an eye on every little aspect. Those are the key elements to offer great support and a personalized experience.
I'm very serious with my jobs and give the best of myself. Always punctual and disciplined, fast and efficient, interested in learning more every day, and exceptionally autonomous. After being trained or receiving instructions, I will work with little or without supervision and provide excellent results.
Tools and software I have used:
Zendesk, Salesforce, Shopify, Slack, Excel, Tableau, Power BI, VPNs, Google Sheets and microsoft suite