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Juan
Virtual Assistant with 15 years of customer service experience
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Competencies
Extensive experience handling client interactions across various sectors.
Managed front office functions for law firms, hospitals, and medical clinics.
Coached individuals on professional development and job skills.
Taught English as a second language to diverse student groups.
Education
Summary
Dedicated virtual assistant with 15 years in customer service, specializing in front office support, coaching, and language instruction.
Key Achievements
- Provided front office services to law firms, hospitals, and medical professionals.
- Coached and trained individuals for job advancement.
- Taught ESL, enhancing language skills for diverse learners.
Experience
Freelance E.S.L. Trainer/ Consultant
English as a Second Language for adults. Instructor and tutor for small groups/individuals., 3rd party recruitment, testing, coaching and training.
Customer Service Specialist
Book of Business Customer Care. Client Rapport and follow up after Sales Team handoff.
Sales Development Representative
Personalized Customer Care / Campaign set up & follow up.
E.S.L. Instructor
English proficiency skills development following the Pearson syllabus.
Learning & Development Associate
Development of individualized learning programs for a team of 40+., English proficiency skills development in 3 tiers (remedial, intermediate, advanced) for said team.
Customer Service Manager
Recruitment, testing and training. Development and implementation of QA policies., Customer Satisfaction Agent, nurturing business relations.
Director of Operations / Quality Analysis
QA for Due Diligence Projects – Red Flag Group, Hong Kong., Project Analysis, Budgeting, Forecasting, Payroll, Assistance Reports, Company Policy Manual, Performance assessment for 2 teams of 15 persons each.
Customer Service Team Lead / Trainer
Project analysis to support the timely execution of plans, budgeting and forecasting., Led and managed the performance and development of 54 CS Reps., Responsible for Rep productivity, call quality, result metrics, coaching, counseling, mentoring, staffing, scheduling, recruitment, training and staff retention.