Sophia - Customer Support Specialist with 2+ years in Customer Service and Virtual Assistance

Proficient in delivering exceptional customer support via phone, email, and social media channels.

Skilled in maintaining professional phone and email etiquette, ensuring clear and effective communication.

Comfortable with Microsoft Teams, Google Workspace, and social media management for diverse administrative tasks.

Accurate in data entry, documentation, and administrative responsibilities to support operational efficiency.

Maintain a 24-hour response rate for customer communication, employing effective prioritization techniques.. Assumed responsibility for telephones and emails, directing individuals through appropriate channels with an average of 6 inquiries per hour answered.. Spearheaded audience engagement & maintained brand consistency through producing high quality captions & visual overlays.. Proofread and edit 250+ documents throughout tenure for internal dissemination, correcting spelling, grammar and consistency.. Organized regular meetings, special events, and associated travel as needed.. Performed data entry for various standard forms and human resources activities as needed, including payroll processing.. Ensured effective records management with discrepancy rate of less than 3%.. Utilized scheduling software, Google Calendar, in collaboration with consultants to maintain schedules and facilitate events coordination.. Boosted productivity rate by 20% by implementing an electronic filling system to ensure compliance with data protection procedures.

Consistently recognized as a Performer for resolving complex escalations while exceeding AHT and 80% CSAT benchmarks.. Served as Subject Matter Expert (SME), driving team success by training and mentoring colleagues on complex support processes.