General Virtual Assistant |Data Entry Specialist |QA

Experience in Phone Support (10 years) • Managed Inbound and Outbound Calls: Handled calls for international accounts, ensuring excellent customer service. • Roles Included: • SKT Technologies | Wonders: Managed SME calls, took orders, and resolved customer complaints. • Amazon | Qualfon: Provided supervisory-level issue resolution. • Tracfone | Qualfon: Offered technical support and troubleshooting. • Key Skills: • Accurate customer account management • Adherence to quality assurance standards • Strong communication and problem-solving abilities

With 7 Years of Experience: • Email Handling: Responded to client emails with timely and accurate solutions. • Scheduling: Managed schedules, attendance, and leave requests. • Reporting: Prepared performance and productivity reports for management. • Issue Resolution: Resolved escalated customer issues professionally. • Team Collaboration: Worked with various teams (Content, Client Success, etc.) to enhance service quality. • Quality Assurance: Ensured adherence to quality standards through audit compliance. • Internal Communication: Served as the liaison between the team and senior management through email updates. These experiences have strengthened my communication, problem-solving, and customer satisfaction skills.

My Experience with Calendar Management and Scheduling: • Scheduling & Coordination: Managed team schedules, ensured shifts were covered, and coordinated work hours. • Meeting Management: Scheduled and organized meetings, sent invitations, and handled any changes. • Attendance Monitoring: Tracked attendance and leave requests to maintain team coverage. • Training Sessions: Planned and scheduled training and coaching sessions to improve team skills. • Project & Task Allocation: Coordinated project timelines and deadlines, clarifying responsibilities. • Cross-Functional Meetings: Organized meetings with other teams to align on goals and progress. • Event Planning: Arranged logistics for team events, client onboarding, and performance reviews.

Data Entry & Quality Control Expertise Inventory Processing Specialist (REPS & Co.) – Managed and audited ticket inventory, processed purchases, corrected POS entries, and ensured data integrity. Quality Control Analyst (GetWonders Corporation) – Verified POS system accuracy, audited onboarding calls, and optimized workflows for U.S.-based restaurant clients. Subject Matter Expert Team Lead (GetWonders Corporation) – Streamlined data entry processes, reducing client escalations by 90%. Quality Assurance Analyst (Qualfon - SKT Technologies) – Evaluated data accuracy, conducted call audits, and developed quality standards.

In my quality assurance roles, I’ve ensured high service standards and compliance using Asana, Slack, LightDash, Confluence, and Salesforce. My key responsibilities included: • Call Monitoring and Evaluation: Reviewed calls to ensure adherence to policies and quality standards. • Used Salesforce for call records and Confluence for documenting feedback, while communicating improvements via Slack. • Quality Calibration Sessions: Conducted sessions to align quality standards. Organized content with Confluence and managed scheduling via Slack. • Performance Metrics Analysis: Analyzed metrics such as Average Handle Time and Conversion Rate using LightDash, and integrated and reported data with Salesforce. • Issue and Compliance Reporting: Prepared reports on quality issues and compliance discrepancies in Confluence, and shared actionable data via Asana and Slack. • Process Improvement: Implemented process changes through Asana, documented updates in Confluence, and shared best practices with the team. • Quality Assurance Training: Provided training using Confluence for materials and Slack for support, ensuring adherence to quality standards. • Audit Compliance: Documented and tracked audit processes in Confluence, monitored metrics with Salesforce, and communicated updates through Slack. These efforts have consistently enhanced service quality and ensured compliance with company and client standards.

● Processed and fulfilled high-volume ticket orders for live theater and sports events using Automatiq and Skybox. ● Validated ticket listings, seat details, pricing accuracy, and inventory synchronization across resale marketplaces. ● Managed ticket transfers through AXS, Ticketmaster, and Paciolan to ensure compliant and accurate fulfillment. ● Attached and verified barcodes, PDFs, and disclosures to maintain marketplace compliance standards. ● Monitored rejected transfers, error logs, and refund cases, resolving discrepancies within SLA timelines. ● Conducted detailed audits of ticket purchases and inventory records to maintain data integrity. ● Collaborated with internal teams to ensure operational continuity and accurate event execution. ● Developed weekly SOP updates, workflow documentation, and training materials to improve operational consistency.