Akina Nilay

I'm a dedicated and results-driven professional with six years of experience in customer service, quality assurance, and team leadership at TaskUs. I take pride in guiding teams, improving performance, and ensuring exceptional client satisfaction. As a Freelance Virtual Assistant, I've developed strong organizational and communication skills, managing operations, customer support, and social media with efficiency.

I'm passionate about delivering quality work, staying proactive, and continuously growing in every role I take on.

Customer Service Representative → Quality Analyst → Team Leader at TaskUs, INC. (2019-01 – Present)

Six years of progressive experience in customer service, quality assurance, and team leadership

• Delivered excellent customer support with empathy and efficiency, consistently meeting performance goals.
• Audited interactions to maintain top-quality service and coached agents for continuous improvement.
• Led and motivated a high-performing team, handled escalations, and ensured client satisfaction.

Freelance Virtual Assistant at Self-Employed (2023-01 – Present)

Comprehensive virtual support services including administrative and customer-facing tasks

• Provided all-around virtual support including inbox and calendar management, customer service, sales, and admin tasks.
• Worked as a Sales Development Representative focusing on lead generation, cold outreach, and follow-ups.
• Reached out to prospects through calls, email, and social media, qualified leads, and booked appointments for the sales team.
• Maintained CRM records and ensured the pipeline stayed organized and active.
• Ensured smooth daily operations through proactive communication and efficient task handling.

Bachelor of Science in Business Management, Major in Operations – STI College Inc. (2019-01)