Executive & E-commerce Virtual Assistant

* Handled fraud cases and investigations using Zendesk, including processing customer emails and macros. * Analyzed complex financial data and user trends to identify, isolate, and mitigate potential operational risks and fraudulent transactions. * Developed and implemented adaptive risk management strategies to reduce operational vulnerability. * Prepared clear, concise risk assessment reports and analytical presentations for senior management review. * Conducted backend system audits, identified fraud patterns, and implemented mitigation strategies to secure organizational assets.

* Handled sales and customer service calls from passengers and travel customers across Australia, New Zealand, and Singapore. * Created and managed passenger reservations (PNRs) using the Galileo GDS platform for a leisure-focused online travel agency. * Processed flight cancellations, itinerary changes, refunds through BSP Refunds, and Future Travel Credits (FTCs) in accordance with airline policies and procedures. * Resolved complex customer inquiries and system-related issues efficiently while maintaining a high level of customer satisfaction.

* Started as an agent handling calls, emails, and chat support channels via IM+. * Handled sales and customer service calls from passengers and travel customers across the United States, Canada, Southeast Asia (SEA), and other regions, using ETERM to access and verify customer reservations for a leisure-focused online travel agency. * Promoted to Business Coach and became part of the training team, supporting and assisting nesting agents before endorsement to the operations. * Promoted to Assistant Team Leader, supporting the team in monitoring and achieving KPI targets. * Developed additional expertise as a Complaint Handler, managing escalations and customer complaints. * Promoted to Supervisor, leading a team while consistently meeting and exceeding organizational Customer Satisfaction (CSAT) and Net Promoter Score (NPS) targets. * Effectively audited, addressed, and resolved complex customer issues, serving as the primary point of contact for technical escalations and critical service bottlenecks. * Maintained high standards of operational quality and efficiency within a high-volume, 24/7 service environment.

* Handled customer sales and service concerns via Gorgias, responding to inquiries and managing support tickets to ensure timely resolution and high customer satisfaction. * Utilized Shopify to manage customer orders, update order statuses, process cancellations and refunds, monitor inventory, and review customer purchase history. * * Coordinated with suppliers, warehouses, and logistics partners to ensure timely fulfillment and delivery of customer orders via Discord. * * Resolved escalations related to delayed shipments, lost packages, damaged items, and delivery disputes. * * Maintained accurate customer records, order documentation, and communication logs across internal systems. * * Provided product recommendations and upselling opportunities while ensuring a positive customer experience. * * Monitored order trends and recurring issues to help improve operational efficiency and customer satisfaction. * * Worked in a fast-paced environment while meeting KPIs, response time targets, quality standards, and productivity goals. * * Demonstrated strong multitasking, problem-solving, and communication skills while handling high-volume customer interactions daily. * * Assisted customers with order processing, tracking updates, shipping concerns, returns, refunds, and product inquiries through email.

* Handled sales and service calls from casino players of Royal Caribbean using Avaya and Genesys platforms. * Assisted casino guests with booking future cruises, including selecting itineraries, stateroom categories, and applicable promotions or casino offers. * Provided personalized recommendations based on guest preferences, play history, and travel goals to maximize conversion and satisfaction. * Managed end-to-end reservations, including generating quotations, processing booking confirmations, modifications, and financial transactions. * Explained loyalty benefits, incentives, and terms tied to Club Royale offers in a clear, compelling, and legally compliant manner. * Resolved guest concerns promptly and professionally, balancing immediate service recovery with long-term customer retention. * Maintained accurate and compliant records of guest interactions, bookings, and follow-ups in global systems.