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Jennifer Ong

Jennifer Ong

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Skills: General VA Appointment Setter Customer Service Representative Team Leader Executive Assistant

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Experience: Team Leadership and Coordination Customer Service and Problem-Solving Logistics and Delivery Coordination Administrative Duties Highly Adaptable in Technology and Tools

I have over 4 years of experience in customer service and team management, with a proven ability to handle both administrative and operational tasks. As a General Virtual Assistant, I bring strong organizational skills, attention to detail, and the ability to multitask effectively. I have experience working remotely, coordinating schedules, managing communication, and providing support to teams and executives. My background in training onboarding agents, preparing reports, and handling data entry makes me highly adaptable to various tasks. I’m also proficient in using tools like Google Suite and have experience with customer support, which enhances my ability to assist clients in achieving their goals efficiently.
$/hr

Work History

Shift Supervisor/Team Leader
TransferHQ - Client: Round Table Pizza US (Food Industry)
07/01/2021 - 08/31/2024

Supervise and support a team of agents, provide feedback, and ensure performance targets are met. • Track and analyze KPIs (e.g., AHT, FCR, CSAT) to identify improvement areas. • Ensure compliance with quality standards through regular call monitoring and coaching. • Oversee shift operations, manage schedules, and ensure proper staffing. • Handle escalated customer issues and resolve them effectively. • Prepare and submit performance and productivity reports to management. • Identify training needs, provide coaching, and support new hires. • Ensure adherence to company policies, data protection regulations, and standard procedures.

Customer Service Representative
TransferHQ - Client: Round Table Pizza US (Food Industry)
03/31/2020 - 06/30/2021

Handles 45-70+ calls daily. Take customer calls and provide accurate, satisfactory answers to their queries, orders and other concerns • De-escalate situations involving dissatisfied customers, offering patient assistance and support • Review customer or client accounts, providing updates and information about orders, deliveries and processing payments over the phone • Collaborate with other call center professionals to improve customer service

Junior Tax Accountant
Torre-Sobremonte Accounting Consultancy, LLC
03/01/2019 - 03/01/2020