Virtual Assistant | Specialties: Admin Support, Social Media Management, Data En

Streamlined high-volume ticket resolution for 100+ daily inquiries using Zendesk and Freshdesk, maintaining a very high percentage of first-response rate. ● Increased customer engagement by proactively responding to feedback and product inquiries. ● Managed several aspects of customer support, from initial order assistance to partial/full cancellation and/or refund processing - ensuring a seamless user experience.

Managed the end-to-end conversion of audio and/or visual recordings into structured transcripts.

Proficient in Google Sheets data management and cell formatting.

Social Media & Community Management: Boosted community engagement across Facebook and Instagram for multiple brands by providing rapid and personalized responses to follower inquiries and direct messages. ● Protected the brand reputation by proactively moderating comment sections, identifying and removing spam, duplicate posts, and inappropriate content to maintain a professional and safe online community environment. ● Increased lead-to-customer conversion by transitioning public inquiries into private consultations; provided detailed product information and policy clarity via direct messaging (DM) to resolve concerns and drive sales. ● Addressed specific medical inquiries by forwarding them to our designated medical professionals in order to provide accurate, expert-vetted advice to users.

Order Processing and Refunds: Efficiently navigated Shopify and Ultracart to process orders and manage financial transactions with the highest level of accuracy. ● Reduced refund-related friction by educating customers on the 60-day policy, often resolving issues through alternative solutions to maintain company revenue. ● Maintained high data integrity while processing sensitive financial information and managing bulk order updates.

Logistics & Fulfilment Coordination: Optimized customer's shipping experience by providing real-time tracking data and ETAs, significantly reducing WISMO ("Where is my order?") inquiries ● Prevented shipping waste by executing rapid cancellations for unshipped or held orders across Ultracart, Shopify, and Shipbob (3PL) ● Acted as a primary liaison between customers and the fulfillment center to intercept packages already in the 3PL pipeline, saving on unnecessary shipping costs.

Analyzed Google Ads performance data (with the help of an AI tool) to ensure strict adherence to monthly budget allocations, preventing overspend and optimizing resource distribution across multiple client sites.

● Managed (Update/Add/Delete Website) Plugins [Wordpress] ● Managed (Update/Add/Delete Website) Themes [Wordpress] ● Identified Plugin errors in the backend by reviewing and taking note of error logs [Wordpress] ● Managed (Edit/Configure) Website Contact Forms [Wordpress] ● Managed (Edit/Add) Blog or Article Posting [Wordpress and Wix] ● Served as Administrator to Add/Delete users in Wordpress [Wordpress]