Ecommerce Customer Service Rep and Virtual assistant

I am a highly skilled customer service and Virtual assistant professional with a strong passion for the service industry. Throughout my 8 years of experience, I have consistently achieved positive outcomes through customer relationship management, product and project management, service delivery, customer support, and the ability to de-escalate customer and agent issues. My expertise in streamlining operations has consistently led to enhanced customer satisfaction. I have a track record of successfully collaborating with cross-functional teams to solve complex problems and am committed to continuous improvement, learning, and supporting team success.

In my career, I have gained experience in developing and managing CRM systems, working in a call center as an agent, and establishing key performance indicators. I have a track record of streamlining organizational processes to meet the changing needs of both external and internal customers, managing the customer journey mapping process to improve ticket handling efficiency, re-engineering and mapping both customer and organizational business processes and working with the marketing and IT teams to address product bugs and improve the client onboarding process.

I am skilled at maintaining a professional demeanor while patiently and tactfully handling customer inquiries. I am also continuously learning about new technologies, such as data analysis, artificial intelligence, the Internet of Things, among others, to improve customer experience and predict and reduce churn, improve customer effort, and increase net promoter scores.