Professional Summary
About Me:
"BEHIND EVERY SEAMLESS OPERATION IS A VIRTUAL ASSISTANT WHO SEES THE BIG PICTURE AND THE TINIEST DETAIL.”
Results-driven Virtual Assistant & Customer Support Specialist with over 3+ years of experience in transforming operational complexity into streamlined, efficient workflows. Expertise spans end-to-end administrative support including; calendar and email management, document preparation, and data entry; leveraging Google Workspace and Microsoft Office.
Demonstrated ability to deliver empathetic, solution-focused customer support through CRMs Platforms, combined with technical troubleshooting skills and telehealth coordination. Proven track record of enhancing productivity via workflow automation tools, and optimizing CRM processes for sustained client satisfaction and retention.
Adaptable to diverse challenges while maintaining a continuous improvement mindset, strong attention to detail, and unwavering reliability in remote team environments.
Demonstrated ability to deliver empathetic, solution-focused customer support through CRMs Platforms, combined with technical troubleshooting skills and telehealth coordination. Proven track record of enhancing productivity via workflow automation tools, and optimizing CRM processes for sustained client satisfaction and retention.
Adaptable to diverse challenges while maintaining a continuous improvement mindset, strong attention to detail, and unwavering reliability in remote team environments.
Let’s transform your operations together. Reach out, and let me bring clarity, consistency, and calm to your world.
“CUSTOMER SUPPORT ISN’T JUST SOLVING PROBLEMS, IT’S BUILDING RELATIONSHIPS, ONE MESSAGE AT A TIME. I DON’T JUST RESPOND. I REASSURE, RETAIN, AND REPRESENT YOUR BRAND LIKE IT’S MY OWN.”
CRM & Customer Support Services and Skills:
Customer Outreach
Customer reached out through Gmail.
Empathy
Empathize with her and proffered possible L1&2 Solutions.
Ticket Creation
Created a ticket for escalation as it was a technical issue.
Activity Log
Logged every activity and conversations we had.
Task Management
Escalated the ticket to the tech team and created a task for them.
Team Collaboration
Instant and efficient collaboration between teams after issue was resolved.
A Satisfied Customer
Informed customer that her issue has been resolved.
Ticket Closure
Closed ticket as issue has been resolved.
Phone/Voice Support
Solving An Irate Customer's Issue Through Phone
Administrative Virtual Assistant Services and Skills:
Email Management:
From inbox Chaos to Calm
Calendar Optimisation:
Helped organized & optimised a client's calendar & scheduling game. Added buffer times where necessary to avoid burnout
Event Form Creation:
Created a RSVP form for a 5 years anniversary event
Data Entry & Tracking:
Collected data from Google Forms & Organised them in an excel format.
Lead Gen, Marketing Campaign & Sales Services and Skills:
Lead Generation
Generated potential leads from Apollo.io
Campaign Sequence
Created a Sequence for a campaign
Email Campaign
Created and launched a cold email campaign using Lemlist
Lead Tracking
Sales Outreach/Cold call
CWM Tools & Task Management Services and Skills:
Asana
Task Management
Asana
Project Management
Asana
Creating and optimising Workflow
Asana
Dashboard tracking
Trello
Trello
Monday.com
Clickup
Created a strategic flowchart that guides support agents from first contact to resolution. It uses a 3-question clarification method to understand unclear customer requests, incorporates visual aids and FAQ links for faster resolutions, and includes follow-up loops to ensure no issue goes unresolved.
Designed to reduce response time while maintaining an empathetic and humanized service.
Designed to reduce response time while maintaining an empathetic and humanized service.
Sales Call Analysis, CRM Log & Performance Feedback – Soft Skillet SDR:
I Listened to and logged 8 different sales calls made in a week by a SDR from Soft Skillet, tracking key metrics including prospect details, objections, pain points, and outcomes. I Identified patterns in what approaches worked versus what didn't, then provided actionable feedback to improve call strategy and closing techniques for the following week.
Deliverables:
- Structured call log with custom tracking fields
- 1-page performance feedback with observations and next-step recommendations
