Experience: Customer Service Agent Shopify Dropshipping Ecomatrix Switzerland - Remote Work Coordinates with suppliers on customer orders and logistics to ensure smooth operations. Expertly handles customer complaints, cancellations, refunds, returns, and warranty claims, ensuring prompt resolution and high levels of customer satisfaction. Manages/handles multiple dropshipping stores serving customers from France, The Netherlands, Italy, Germany, and Australia Utilizes Excel and Word for meticulous documentation of customer transactions, including refunds, replacements, returns, and disputes Handles customer PayPal disputes and chargebacks Customer Support Manager and VA Forever in My Heart Store (Get Busy Living, LLC), Florida, USA - Remote Work Sep 2016 – Dec 2022 Managed customer support operations for the owner’s Ecommerce store and dropshipping businesses (Shopify, Etsy, and GearBubble), handling email inquiries and chat, and resolving concerns. Expertly managed customer complaints, cancellations, refunds, returns, and warranty claims, ensuring swift resolution and customer satisfaction. Authorized to make critical decisions regarding store and customer issues. Proficient in managing social media platforms and coordinating Dropshipping logistics. Personal Virtual Assistant and Customer Service Manager The Shrink for Entrepreneurs/Commit Action Inc., New York City, USA - Remote Work June 2014 – July 2022 Supported CEO/Founder with administrative tasks, calendar management, and client correspondence. Managed customer inquiries, billing, and proposals, fostering positive client relationships. Coordinated team efforts through Slack and Trello, ensuring efficient task execution. Maintained company CRM (ActiveCampaign) and Google spreadsheets to ensure customer lists are updated as needed. Performed ad hoc tasks as needed by the CEO/Founder. Executive Virtual Assistant/Sales/HubSpot Specialist HubSnacks/Juice Tactics Ltd., Watford, UK - Remote Work May 2016 – 2021 Provided comprehensive virtual assistance to the Managing Director, including research, data entry, and lead generation using various tools such as Monday, Asana, and HubSpot. Managed email communication, call transcription, and general administrative tasks, ensuring smooth operations. Maintained company CRM (Monday, HubSpot) to ensure marketing, sales, and customer service lists are updated as needed. Used HubSpot to perform tasks for the company’s clients, such as tracking interactions associated with contacts, companies, deals, tickets, and custom object records. Content Writer and Researcher Jepsen Ventures, New Zealand - Remote Work September 2016 – September 2017 Conducted research and basic content writing, contributing to the company's website and weekly content writing. Virtual Assistant/Customer Service Admin Roomorama.com, Singapore (AirBnB competitor) - Remote Work July 2014 – March 2016 Provided customer support via Zendesk and chat, handling inquiries and managing billing processes. Collaborated with team members to address customer issues promptly and effectively. Virtual Assistant (Account Coordinator/Personal Assistant) – Remote Work TrialFacts, BC, Canada (April 2013 – July 2014) Managed diverse tasks including data entry, web research, and administrative support for the Managing Director. Orchestrated contact lists, maintained calendars, and facilitated client meetings. Prepared correspondence, proposals, and meeting materials while addressing client inquiries promptly. Virtual Assistant (Researcher) – Remote Work Jill's House (Non-Profit Organization), Washington DC, USA (March 2013 – 2014) Conducted extensive research and handled various data-related tasks remotely. Virtual Assistant (Collections/Loan Officer) – Remote Work CFIP, Arizona, USA (January – December 2012) Facilitated loan application screening and processing, ensuring compliance and accuracy. Virtual Assistant/Quality Assurance Contributor – Remote Work Google-Metaweb, San Francisco, USA (December 2011 – September 2012) Conducted data research and quality assurance tasks remotely. Quality Assurance/Administrative Manager & Team Leader Call Assistant Communications Inc., Cebu City, Philippines (Onsite – office setting) May 2008 – January 2011 Directed project objectives and initiatives, overseeing the entire project lifecycle to ensure adherence to deadlines and deliverables. Managed escalations and tracked support metrics to optimize performance and efficiency. Conducted regular monitoring of team members/call center agents to uphold standards of quality, accuracy, and validity of data collected for research studies. Provided ongoing guidance and support to agents, fostering a positive work environment conducive to productivity and growth. Conducted editing and screening checks to maintain the integrity and validity of collected data, ensuring compliance with project requirements. Actively participated in the selection and training of new hires, imparting essential work ethics and motivation to maximize their potential and contribution to the team. QA/Project and Team Supervisor Western Wats Phils., Inc. (BPO) (Onsite – office setting) August 2003 to May 2008 Basak Lapu-Lapu, Cebu, Philippines Successfully led and managed projects to ensure timely completion and achievement of quotas, demonstrating exceptional supervisory skills. Maintained high standards of data quality by conducting thorough monitoring and implementing effective quality control measures. Provided comprehensive training to call center agents on research methodologies, emphasizing proper phone etiquette and professionalism, resulting in improved performance and customer satisfaction. Played a pivotal role in the recruitment process by serving as a member of the final interviewing panel, contributing to the selection of high-caliber candidates and fostering a culture of excellence within the team.