Hire Virtual Assistant In The Philippines

Over 10 years of experience in customer service, email/chat support, technical support, QA, and e-commerce operations. Provided customer support via email and live chat for e-commerce and service-based companies for 10+ years, resolving issues related to orders, shipping, returns, product use, and billing. Skilled in using customer support platforms like Gorgias, Zendesk, Freshdesk, and Intercom to manage high volumes of support tickets efficiently and professionally. Hands-on experience with Shopify for managing orders, refunds, returns, and product tracking. Monitored and consistently exceeded key performance metrics including first response time, resolution rate, and CSAT. Created and optimized response templates, macros, and internal knowledge base articles, improving support team efficiency by over 10%. Analyzed customer inquiries to identify recurring issues and collaborated with product and fulfillment teams to reduce friction and improve service quality. QA and performance review experience — audited customer interactions for accuracy and tone, provided feedback, and implemented support process improvements. Provided technical support for software and hardware-related concerns, guiding users through step-by-step troubleshooting. Supported loan processing and underwriting by verifying documentation, explaining loan terms, and ensuring compliance with internal standards. Comfortable using tools like Google Workspace (Gmail, Sheets, Drive), Microsoft Office Suite, Slack, Trello, and CRM platforms. Experienced in working remotely with cross-functional teams, communicating effectively, and maintaining self-discipline and accountability.