Virtual Assistant

Mar 2025 - Present

Manage 15–40+ daily customer emails across multiple time zones, maintaining fast response times and consistent brand voice. Process product listings, returns, and refunds with 100% accuracy, maintaining zero disputes for over 1 year. Resolve high-volume inquiries using Shopify and Gorgias, achieving high customer satisfaction and efficient ticket resolution.

Virtual Assistant

Jun 2024 - Apr 2025

Managed 20–50+ daily customer emails across US time zones, ensuring timely and professional responses. Processed returns and refunds with zero disputes, maintaining strict adherence to company policies and accuracy standards. Handled high-volume customer inquiries via Shopify and Gorgias, improving resolution time and customer experience.

Team Manager

Oct 2022 - Apr 2024

Led a team of 8–12 agents, setting clear KPIs and improving overall team performance and accountability. Managed client escalation emails, resolving complex issues efficiently and maintaining strong client relationships. Coached and supported team members daily, improving performance, confidence, and service quality.

Customer Service Representative

Oct 2018 - Feb 2021

Handled 60–80+ inbound calls daily, resolving customer concerns, billing inquiries, and service issues in real time. Resolved billing disputes with high accuracy, improving customer satisfaction and reducing repeat contacts. De-escalated challenging interactions through empathy and active listening, maintaining professionalism under pressure.