Leonor Mata Salas

In my role as a Virtual Assistant for an e-commerce company, I serve as the Lead Assistant Manager for the project. My duties involve: -Supervising and overseeing tasks completed by the team under my leadership. -Formatting and optimizing images for the company's online store to enhance visual appeal. -Tracking and managing the upload and assignment of optimized images on the company's store portal. -Providing weekly updates to the Operations Manager of the e-commerce company on project progress and status.

As a Customer Service Representative, my responsibilities included: - Providing comprehensive support to customers via phone, chat, and email, utilizing HubSpot as our CRM platform. -Managing order fulfillment processes through Wordpress and Shipstation. -Handling payment processing and refund requests efficiently. -Conducting proactive follow-ups with customers to ensure product and service satisfaction. -Updating customers with tracking numbers to facilitate order tracking. -Managing logistics processes, including contacting vendors to process orders and arrange shipping. -Maintaining detailed records of customer contacts and support provided.

- Delivered comprehensive support and resolved inquiries from customers in both Spanish and English through chat communication channels. - Generated detailed documentation pertaining to customer interactions, facilitating seamless collaboration with other departments to address and resolve customer concerns efficiently. - Facilitated smooth transitions for customers to higher levels of support as necessary, ensuring timely resolution of complex issues. - Maintained an exceptional average customer satisfaction rating and quality assurance evaluation of over 98%, surpassing the minimum requirement of 90%.

- Engaged with customers through chat and email platforms, delivering tier 1 support tailored to their needs and inquiries. - Proficiently processed orders and payments at a tier 2 level, ensuring smooth transactions and customer satisfaction. - Managed refund procedures with precision and integrity, maintaining compliance with company policies. - Maintained meticulous transaction records to ensure accuracy and accountability. - Skillfully directed customers to appropriate support levels or departments as per their requirements. - Consistently upheld a customer satisfaction rate of over 95%, exceeding the minimum requirement of 90%.

During my tenure as a Virtual Assistant for the CEO of Content Creators Solutions, I adeptly handled a diverse array of responsibilities, ensuring seamless operations and enhanced productivity. My tasks encompassed: - Project Management. - Social Media Management. - Social Media Content Planning. - Data Entry. - Email Management. - File Management through Google Drive. - Transcription and Translation of Documents (Spanish/English - English-Spanish).

- Provided technical assistance by phone and email as Tier 1 support, ensuring prompt and accurate resolution of customer inquiries. - Tracked and managed reports and requests submitted by customers, maintaining meticulous records for reference and analysis. - Conducted proactive follow-ups with customers to ensure their needs were met and issues were resolved satisfactorily. - Facilitated smooth transitions for customers to the appropriate areas or levels of support as per their requirements. - Maintained exceptional customer satisfaction levels consistently above 90%, exceeding the minimum requirement of 85%. - Kept detailed records to track and monitor customer satisfaction, enabling continuous improvement initiatives.