Customer & Tech Support | Web Admin | General VA

Consistently handled email communications as part of blended roles across multiple AU and US-based accounts in retail, insurance, emergency services, and logistics. Responsibilities included responding to inquiries, resolving issues, processing service requests, and coordinating with internal teams and third parties. Maintained professionalism and clarity in high-volume inboxes using tools like Jira, Intercom, ServiceNow, and other CRMs. Ensured fast turnaround and high QA compliance with minimal supervision.

Provided inbound tech support for emergency monitoring systems used by lone workers. Handled system alerts, escalations, and troubleshooting device or app issues. Communicated via calls, emails, and chat. Performed manual system checks, data updates, and coordinated with third-party service partners. Managed bookings and service reports. Maintained accuracy under minimal supervision during overnight shifts.

Extensive experience performing back office tasks for AU-based accounts in insurance, emergency services, retail, and logistics. Handled data entry, account updates, billing adjustments, document checks, fraud investigations, and lead verification. Also managed manual car park bookings via website back-end and third-party APIs, coordinating through email and chat. Regularly supported multiple departments during peak volumes or staffing gaps. Skilled in using CRMs, spreadsheets, QA tools, and internal systems. Known for accuracy, discretion, and reliability in handling time-sensitive tasks with minimal supervision.

Researched and identified potential leads using tools like Facebook, Google Maps, Yellow Pages, and niche industry directories. Validated lead information via outbound calls, emails, and online verification. Organized and tracked data in spreadsheets or CRMs, and collaborated with marketing teams to refine targeting. Also tasked with cleaning and maintaining lead databases for accuracy and reliability.

Managed live chat inquiries from customers and business partners across different platforms. Delivered quick and accurate assistance regarding bookings, billing, account concerns, and general inquiries. Multitasked efficiently while handling simultaneous conversations. Ensured professionalism in tone and compliance with service level agreements, even during peak periods or while working remotely.

Handled daily inbox monitoring, filtered priority messages, and responded to customer/client inquiries using templates or custom replies. Managed scheduling, follow-ups, and organized emails into folders or tags. Experienced with Gmail, Outlook, Intercom, CRMs, and webmail platforms. Maintained professional tone and quick turnaround time.

Handled car park bookings via the client’s website backend, including managing reservations and coordinating with third-party partners due to limited API integration. Performed manual bookings when needed and ensured accuracy through backend tools. Provided chat and email support for booking issues, customer concerns, and coordination with vendors and external contacts to ensure smooth service operations.

Delivered multichannel customer support via Intercom, Jira, and other CRMs. Handled live chat, email, and voice support using softphones like Zoiper, EyeBeam, and ViciDial. Managed tickets, logged interactions, and resolved inquiries efficiently. Used templates, macros, and knowledge bases for consistent and timely service.

Assisted in HR operations, including timekeeping, recruitment support, employee onboarding, and records management. Helped process government benefits and company perks. Maintained 201 files and handled confidential data. Supported the planning of company events and wellness programs. Familiar with basic payroll, evaluations, and employee relations tasks.

Over 9 years of hands-on experience building, customizing, and maintaining WordPress websites for personal use, clients, and referrals. Skilled in using Elementor, Divi, and Beaver Builder for layout and design, as well as integrating features like forms, quizzes, chat widgets, email subscriptions (Mailchimp), and contact support tools. Experienced in backend management through cPanel and hosting platforms, including manual setup, backups, plugin/theme installation, and basic security maintenance. Worked with WooCommerce for product listings and order processing, while also creating blog sections, knowledge bases, and landing pages for various niches. Managed SEO basics using tools like Yoast and monitored traffic via Google Analytics and AdSense. Familiar with FTP access, domain linking, and resolving site performance or plugin conflicts. Occasionally collaborated with clients for design revisions and handled full admin access, ensuring sites remained updated, secure, and optimized.

Built and managed WooCommerce stores using WordPress. Handled full product management—uploads, pricing, variations, categories, and inventory. Set up payment gateways, shipping rules, and tax settings. Managed order processing, cancellations, refunds, and customer notifications. Performed regular updates, backups, and plugin maintenance. Implemented basic site security measures (SSL, anti-spam, firewall plugins). Familiar with Elementor, Divi, and other builders.