About Me
Who Am I?
I’m a passionate and dedicated professional with a strong background in a diverse range of fields, including Customer Service, Website Development, Administrative tasks, and Digital Marketing. With years of experience of hands-on experience across these industries, I’ve had the privilege of working on numerous exciting projects and helping clients achieve their goals.
My Mission
My mission is simple: to deliver top-notch services tailored to your unique needs and preferences. I firmly believe in the transformative power of technology, design, and effective communication. My commitment is to deliver results that consistently exceed expectations, whether it’s optimizing your customer service processes, crafting a stunning website, streamlining administrative tasks, or boosting your digital presence through marketing strategies.
Why Choose Me
Expertise
I stay at the forefront of industry trends and technologies to provide you with the best solutions, whether it's enhancing your customer interactions, creating a user-friendly website, managing administrative workflows, or devising effective digital marketing
Personalized Approach
Recognizing that every project is unique, I take the time to understand your specific needs and objectives, ensuring that my services are tailored precisely to your requirements.
Reliability
You can count on me to meet deadlines consistently and deliver high-quality work. My track record speaks for itself when it comes to reliability and professionalism.
Client-Centric Focus
Your satisfaction is my utmost priority. I'm not just a service provider; I'm a collaborative partner. I'm here to actively listen to your ideas, engage in open communication, and work closely with you to achieve your goals.
My Experirence
Over a decade of expertise delivering top-notch solutions to clients worldwide
Customer Experience Team Lead
2021 - 2024
- Conduct thorough and impartial investigations into customer disputes using tools like HubSpot for CRM management and Google Docs for documentation, ensuring fairness in the evaluation process.
- Review and approve refunds and redo claims in accordance with relevant policies and guidelines, utilizing Google Sheets for tracking and approval workflows.
- Handle customer escalations promptly and effectively through Slack for real-time communication and HubSpot for managing internal escalations from reps, providing timely resolutions to their concerns.
- Deliver personalized assistance to VIP business clients using HubSpot to manage relationships, Google Docs for detailed client notes, Gmail for direct communication, and Google Meet for virtual meetings, sustaining and strengthening relationships while enhancing customer satisfaction.
- Monitor and track various processes using Google Sheets for improved efficiency, while also handling administrative tasks through Google Workspace tools.
- Identify and address orders that require attention in HubSpot, take appropriate actions to resolve issues, and ensure customer satisfaction.
- Ensure smooth processing and timely resolution of high-value orders by coordinating with teams through Slack and tracking progress in Google Sheets.
- Manage Do Not Call (DNC) lists and ensure compliance with applicable regulations using specialized tools and Google Sheets for record-keeping.
- Validate and process promotional offers using Klaviyo for email marketing and Google Docs for documentation, ensuring successful implementation and customer satisfaction.
- Investigate unsuccessful deliveries, identify root causes using data from HubSpot, and implement corrective actions to drive improvement.
- Implement coaching and mentoring programs to develop team skills using Google Docs for training materials and Slack for communication.
- Analyze KPIs using Google Sheets to optimize performance and exceed targets, leveraging HubSpot for CRM analytics and reporting.
Cold Caller and Appointment Setter
2020 - 2021
- Conducted targeted cold calls to generate leads for sales and recruitment within the insurance industry using ProspeGoogle Docs, and Google Sheets.ct Boss and Go High Level.
- Utilized various CRM software tools, including Prospect Boss and Go High Level, to effectively track and manage all communications with leads and clients.
- Assisted clients in scheduling appointments for newly recruited agents and customers using Go High Level and Calendly, while maintaining a comprehensive record of appointment statuses with Google Calendar, Gmail, Google Docs, and Google Sheets.
Project Manager (Website Development / Digital Marketing)
2019 - 2021
- Led project planning, strategy, and execution using Asana for task management and Google Docs/Spreadsheets for documentation and tracking.
- Monitored deadlines and ensured timely progress with Asana.
- Outsourced skilled technical and marketing personnel through Upwork and LinkedIn.
- Managed risk, allocated resources, and ensured quality by using tools such as SEMrush, Google Analytics, Google Ads, GoDaddy, and Hostinger for monitoring and checking websites. Utilized these tools for quality monitoring and generating reports.
- Collaborated with stakeholders through Gmail, Skype, and Zoom, maintained communication using Slack, and scheduled meetings with Google Calendar.
Customer Service Representative - Chat
2017 - 2018
- Efficiently managed high volumes of incoming call inquiries, live chats via Intercom, and emails through Gmail, utilizing Zendesk for streamlined ticketing and issue tracking.
- Demonstrated exceptional customer service skills using Google Docs and Spreadsheets to track interactions and maintain detailed records, ensuring customer satisfaction and promoting positive ratings.
- Effectively addressed and resolved customer complaints by providing suitable solutions within specified time limits, leveraging Zendesk and Intercom to monitor and follow up on cases, ensuring satisfactory resolutions were achieved
Customer Service Escalation Lead
2014 - 2017
- Prioritized customer feedback and ensured their concerns were acknowledged and addressed during the escalation process.
- Established clear expectations, communicated effectively, and worked towards providing relief and resolution.
- Provided regular status updates for all escalated service requests, keeping customers informed of progress.
- Conducted thorough reviews to identify the root causes of escalated service requests, with a focus on continuous improvement.
- Collaborated with other workgroup teams to develop and deliver training based on historical experience, incorporating best practices and established procedures.
- Delivered exceptional customer service while also taking an active role in training new team members on a monthly basis.
- Maintained an updated leadership resume and actively participated in management training programs to continuously enhance skills and knowledge.
- Maintained meticulous records of all interactions, including customer details such as names, addresses, phone numbers, and product sales, while ensuring the security and confidentiality of sensitive information like credit card details
Let's Connect
I thrive on connecting with new people and exploring exciting opportunities. Whether you’re looking to collaborate on a project, discuss potential partnerships, or simply have a friendly chat about how I can assist you in reaching your objectives, please don’t hesitate to reach out. Feel free to explore my portfolio to see some of the remarkable work I’ve done across Customer Service, Website Development, Administrative tasks, and Digital Marketing. If what you see aligns with your vision, let’s initiate a conversation!
Thank you for visiting my website, and I eagerly anticipate the possibility of working together to turn your ideas into reality.