Virtual Assistant

Jan 2026 - Feb 2026

Managed high-volume executive inbox by prioritizing, categorizing, and drafting responses, improving response efficiency and ensuring time-sensitive communications were addressed within 24 hours. Coordinated complex calendar scheduling across multiple time zones, optimizing meeting alignment and reducing scheduling conflicts to streamline daily operations.

Payment Specialist

Jul 2022 - Jul 2025

Engineered and deployed automated excel attendance and key performance trackers, reducing manual reporting time by 15% and eliminating data entry errors to ensure 100% data accuracy across multiple teams.

Subject Matter Expert

Oct 2021 - Jul 2022

Facilitated cross functional calibration sessions to align billing criteria, successfully reducing billing inconsistencies by 15% and increasing customer satisfaction scores by 10%. Developed a comprehensive billing logic module and facilitated weekly 1-on-1 coaching sessions, boosting first call resolution rate by 10% and empowering team members with targeted knowledge for continuous improvement.

Customer Service Representative

Sep 2020 - Sep 2021

Developed a centralized, categorized template database to streamline response workflows, successfully reducing average handling time by 2 minutes per inquiry. Programmed a custom personal dashboard to manage four concurrent chat sessions, maintaining a high-speed service standard with a maximum wait time of 30 seconds per customer.

Customer Service Representative

Sep 2019 - Jul 2020

Provided secure, high-volume inbound support for banking customers, assisting with account inquiries, transaction disputes, and fraud concerns while consistently meeting compliance and quality assurance standards. Investigated and resolved billing discrepancies and unauthorized transactions using detailed account analysis, reducing repeat contacts and strengthening customer trust and retention.

Customer Service Representative

Sep 2017 - Jun 2019

Streamlined customer interaction processes by organizing reusable knowledge resources, enhancing response accuracy and reducing average handling time. Delivered efficient multi-session chat support in a fast-paced environment, sustaining service-level targets and ensuring seamless customer experiences.

Customer Service Representative

Aug 2015 - Aug 2017

Delivered high-volume inbound voice support for telecommunications customers, resolving billing, technical, and service concerns while consistently meeting call quality and productivity benchmarks. Applied structured probing and troubleshooting techniques to achieve strong first-call resolution rates, reducing repeat contacts and improving overall customer satisfaction scores.