Virtual Administrative Specialist with Customer Support Focus
Resume:
Ms. Johnson
Manhattan, NY *****
***********@*****.***
Professional Summary
Detail-oriented and motivated individual
dedicated to maintaining accuracy and efficiency in data processing with a commitment to contributing outstanding performance
Virtual Assistant is a great goal of mine
I enjoy managing calendars and email, handling customer support, creating **content and managing social media, conducting research, performing data entry, arranging travel, and providing bookkeeping Work Experience
Call Center Representative (Remote)
Teleperformance USA-Manhattan, NY
February 2025 to September 2025
1. Customer interaction: Handling inbound and/or making outbound calls to answer customer questions, resolve issues, and process orders or payments. Many roles also involve interacting with customers via email, live chat, and social media.
Problem-solving: Efficiently and effectively resolving customer problems, which may involve troubleshooting, escalating complex issues to a manager, or finding appropriate solutions. Documentation: Accurately and thoroughly documenting all customer interactions in a Customer Relationship Management (CRM) system or company database. Product and service knowledge: Maintaining a deep understanding of the company’s products, services, and policies to provide accurate information.
Adherence to performance metrics: Meeting or exceeding performance goals for call volume, call quality, customer satisfaction, and average handle time.
Upselling and cross-selling: For sales-focused roles, identifying opportunities to promote additional products or services to customers.
Answering and managing inquiries: Professionally and promptly handling incoming calls and messages to address customer questions and requests.
Providing information: Giving customers accurate details about a company's products, services, and policies.
Resolving complaints: De-escalating tense situations and finding appropriate solutions for customer problems.
Processing transactions: Handling customer payments, orders, renewals, refunds, and returns. Troubleshooting: Assisting customers with basic technical issues or service problems. Identifying and escalating issues: Recognizing priority issues that cannot be resolved and referring them to a supervisor or appropriate department.
Customer Service Representative
The Plaza Hotel-Manhattan, NY
February 2024 to January 2025
1. Welcome & Check-in/Check-out: Greet guests, process check-ins and check-outs, issue room keys, and handle payments.
Information & Assistance: Act as a point of reference for guests, answering questions about hotel services, amenities, and policies, and providing recommendations for local attractions and restaurants. Complaint Resolution: Handle guest concerns and complaints promptly, professionally, and efficiently to ensure guest satisfaction.
Reservations: Take, confirm, and manage guest reservations and cancellations via phone, email, or in person.
Administrative Tasks:
Record Keeping: Maintain accurate guest records, update details in the hotel's property management system, and document guest interactions.
Payment Processing: Handle various payment transactions, including cash and credit card processing. Coordination: Liaise with other departments, such as housekeeping and maintenance, to fulfill guest requests and address issues during their stay.
Sales & Promotion:
Upselling: Promote hotel services, packages, and amenities to guests to maximize revenue opportunities. Guest Loyalty: Identify and acknowledge VIP guests, and promote brand loyalty programs. General Duties:
Professionalism: Maintain a friendly, attentive, and professional demeanor during all guest interactions. Communication: Establish and maintain good communication with other front desk staff and hotel management.
1. Knowledge: Stay informed about hotel rates, packages, promotions, and the local area to provide accurate and helpful information.
Virtual Assistant
Fiverr & Upwork-Manhattan, NY
January 2022 to November 2023
1. Calendar management: Scheduling appointments, coordinating meetings, and sending reminders. Email and communication management: Filtering emails, responding to routine inquiries, and organizing the inbox.
Data entry: Inputting customer information, updating databases, and maintaining online records. File management: Organizing and maintaining digital filing systems to ensure documents are accessible and secure.
Travel arrangements: Booking flights, accommodations, and transportation. 1. Customer support: Responding to customer questions via email, phone, or chat. Bookkeeping: Managing accounts, tracking expenses, and handling invoices. Online research: Gathering information for reports, market research, or competitor analysis. Website maintenance: Performing basic updates, checking for broken links, and managing content Customer Service Representative
NYC Public Library-Manhattan, NY
June 2018 to February 2020
1. Handle customer inquiries: Communicate with customers through various channels like phone, email, live chat, or in-person to answer questions about products and services. Resolve issues and complaints: Listen to customers' concerns, troubleshoot problems, and offer appropriate solutions or alternatives in a timely and effective manner. Process transactions: Handle customer requests such as processing orders, returns, and exchanges, as well as managing billing and payments.
Manage customer accounts: Update customer information in the database, manage support tickets, and retrieve records to assist with inquiries.
Document interactions: Maintain detailed records of all customer communications, issues, and actions taken to resolve them.
Data Entry Clerk/Customer Service Representative
Victoria’s Secret & Co.-Manhattan, NY
September 2013 to September 2016
1. inputting, updating, and maintaining information in digital systems from various sources like paper documents and online files. Key responsibilities involve verifying data accuracy, correcting errors, organizing records, generating reports from databases, and performing regular data backups. Education
Economics and Finance (Bachelor's degree)
Benedict College-South Carolina
August 2008 to December 2012
Skills
• Data analysis skills (4 years)
• Time management (9 years)
• Digital marketing (1 year)
• Project management (1 year)
• Research skills (7 years)
• Problem-solving (8 years)
• Proficiency with office software (5 years)
• Teamwork and collaboration (5 years)
• Financial analysis (2 years)
• Attention to detail (7 years)
• Social media management (2 years)
• Cloud computing (2 years)
• Programming languages (5 years)
• UX/UI design (1 year)
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