Installation Support Admin VA - East Coast Flooring and Window Treatments, Inc. - New Hampshire, USA
(2024-11)
- Coordinate daily installation schedules, ensuring technicians, materials, and site access are aligned and confirmed
- Create, update, and track installation work orders within CRM system accurately and promptly
- Communicate with customers to confirm appointment times, site readiness, and any special installation requirements
- Verify availability, allocation, and shipment status of installation materials, tools, and equipment
- Monitor installation progress, resolve scheduling conflicts, and escalate field issues to management when necessary
- Update installation status, notes, and completion details in systems for billing and reporting purposes
- Coordinate with sales, logistics, and service departments to ensure smooth handover from order to installation
General Virtual assistant - Delight Landscape LLC - Fort Worth, Texas
(2023-04 - 2024-06)
- Data Handling: Managed secure information and accurate invoicing
- Scheduling: Expertly coordinated appointments and scheduling
- Proactive client and call management
- Expertise: Maintained deep product and service knowledge
Lead Supervisor - Teleperformance USA - Cagayan De Oro
(2022-01 - 2023-03)
- Performance Coaching: Identified individual agent strengths and growth opportunities to mentor team members and elevate overall performance metrics
- Escalation Management: Resolved complex customer escalations with composure, ensuring quick conflict resolution and high client satisfaction
- Technical Proficiency: Leveraged advanced CRM tools and software management to streamline workflows and maintain technical efficiency
- Knowledge Base Management: Maintained and updated product and service expertise to ensure the team stayed informed on all procedural changes
- Leadership Development: Earned supervisor certifications and led process improvement initiatives to support team objectives
Operations Supervisor / CSR - Teleperformance USA - Cagayan De Oro
(2018-11 - 2023-03)
- Customer Service Representative (CSR) (November 2018 – January 2022)
- Customer Support: Provided comprehensive billing, technical, and account assistance while applying deep mastery of service principles
- KPI Excellence: Consistently exceeded core KPIs, sales quotas, and service level agreements (SLAs)
- Client Satisfaction: Maintained top-tier service ratings and received formal client appreciation for excellent problem-solving
- Certifications: Completed rigorous T-Mobile product and service certifications to deliver expert-level customer support
