Customer Support • General Virtual Assistant • Shopify Virtual Assistant

At Conduent, a leading provider of business process services, I delivered customer support through inbound calls, assisting clients with processing hotel reservations while ensuring accuracy and a seamless booking experience. I managed a high volume of inquiries, guiding customers through available options, confirming booking details, and resolving concerns to enhance satisfaction and build loyalty. I utilized a Customer Relationship Management (CRM) system to accurately document interactions, maintain updated customer records, and ensure consistent service delivery across all touchpoints. By reviewing recurring concerns and identifying common issues, I contributed to improving internal processes and reducing booking errors. I also performed ad hoc responsibilities as a floor support for several months, assisting new representatives, monitoring the quality of their work, and providing real-time guidance to uphold service standards. My strong communication skills, attention to detail, and customer-focused approach consistently supported a positive client experience and overall team performance.

As a Customer Service Representative at Concentrix, a leading global provider of customer engagement services, I supported a Sprint account (now part of T-Mobile) in a high-volume inbound call center environment, including customer callbacks, while consistently delivering quality service and meeting required performance metrics and targets. I managed email communications and handled contract verification for customer devices and accessories, ensuring accuracy in account details, billing, and service agreements. I developed and implemented effective troubleshooting protocols that improved resolution efficiency and enhanced overall customer experience. I assisted in onboarding new agents by facilitating training sessions and providing coaching support to improve team readiness and performance. I also reviewed customer feedback to identify process gaps and contributed to improvements in the ticketing and support system for smoother issue tracking. As part of the escalation team, I resolved complex customer concerns and coordinated with multiple departments to ensure timely and effective solutions, and was recognized as a top-performing employee with multiple Employee of the Month awards.

As a Shopify Virtual Assistant at Nguyen Sharma, a growing e-commerce clothing and fashion brand, supported daily store operations to improve efficiency and customer experience. Assisted in updating inventory to maintain accurate stock records and supported order processing and tracking. Managed product listings by editing titles and descriptions to improve clarity, presentation, and conversion for apparel and fashion items. Handled customer inquiries through email and chat, responding to questions regarding orders, shipping, sizing, and product details in a timely and professional manner. Maintained accuracy and organization in all tasks while ensuring smooth coordination of daily workflows. Through consistent attention to detail and proactive support, contributed to improved operational efficiency, higher customer satisfaction, and reliable day-to-day performance of the online store while meeting deadlines and quality standards.

As an Email Support Specialist, I handle customer inquiries and concerns through email communication in a timely, professional, and accurate manner. I respond to questions, resolve issues, and provide clear information regarding products, services, accounts, or transactions while ensuring a positive customer experience. I carefully review and verify details to maintain accuracy and consistency in every response, and I follow company guidelines to ensure proper documentation and resolution of concerns. I am skilled in prioritizing and managing multiple email queues efficiently, ensuring that all customer messages are addressed within required turnaround times. My strong communication skills, attention to detail, and problem-solving ability allow me to deliver effective support and maintain high levels of customer satisfaction.

At Centexus Global, a leading provider of innovative technology solutions, I supported sales initiatives focused on expanding market reach and driving revenue growth by actively engaging potential clients and promoting company products. My main responsibility involved making outbound calls to prospective customers, presenting product features and benefits, and addressing inquiries to encourage successful purchases. I contributed to sales strategies by identifying customer needs and matching them with suitable solutions, helping strengthen client relationships and satisfaction. I collaborated with the sales and marketing teams to enhance lead generation efforts and maintain a consistent approach in client outreach. I also used CRM systems to accurately track customer interactions, update client information, and maintain organized sales records. Through effective communication, strong product knowledge, and a customer-focused approach, I helped drive conversions, supported daily sales operations, and contributed to the company’s overall business growth while maintaining professionalism in every client interaction.