STRENGTHS AND SKILLS. I'm well versed in Microsoft Office Tools (Word, Excel, Powerpoint) and similar apps in Google. I had a lot of exposure to engaging with English-speaking customers over the phone, email, and chat. I got exposed to varieties of SaaS tools from the start of my Virtual Assistant career. Then I learned that I'm able to quickly adapt to the features and functions of the various tools I got my hands on. These tools were lead list build-up, CRMs, email cleanup, email campaign, LinkedIn campaign, and many more.
PROJECTS. I have been part of customer success for an online market platform that deals with the M&A industry based in the US. The same company also offers social selling services that primarily drive clients' presence on LinkedIn. As part of the customer success, I make sure that our client is engaged with our product and find value over the service they are paying. Customer success increases the chance that the client will continue to subscribe to our service. Our website is on continuous improvement so I also did QA evaluation/tests on the new rollout of new website features and functionalities.
I also got to be an intake agent for a Canadian family law firm. It was a referral company that connects individuals to lawyers to are in need of help with family law-related matters. Prospects could come from inbound phone calls, on-site chat, Facebook messenger chat, online forms callback requests, and emails. Prospects are screened and matched to the appropriate lawyers based on the location and situation. Call back requests to the lawyers. Follow up are done whenever necessary.
CAREER BACKGROUND. I started my career in contact center companies from 2007 to 2019. In 2007, I started as a technical support representative. I walk the customers through the troubleshooting steps or initial setup of their routers or portable media players over the phone. There were staffing changes and I got to experience talking to customers into successfully booking hotels, airlines, and car rentals for their travels or vacations. Another staffing change happened and I went back to technical support Tier 2 for a cable internet service company. I helped subscribers with their internet connectivity challenges. Since it was a cable internet technology, I also helped minor cable tv service troubleshooting and a bit of sale.
The last company that I joined on my contact center journey was a popular online marketplace platform in the US. I was privileged enough to make it to the member-to-member dispute mediations & escalations group. A year after, I decided to join the leadership team as a Team Leader and later on became a Performance Development (PDev) Coach. A Team Leader's role was to basically provide real-time support to teammates during production hours. Team Leaders also address matters like compensation and benefits (awareness, requests, filing); company, client, product, and policy updates; company engagement awareness. Being a PDev coach was more like quarterback support for the Team Leaders (since TLs are anchored to supporting teammates on the production floor). Coaches also have scheduled sessions with the teammates for evaluation and corrective behavior discussion if needed. Both positions are normally dealing with lots of paper works.