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Abigail
Lead Generation Specialist
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Competencias
Demonstrated experience with Omni-channel Communication.
Demonstrated experience with Client Communication & Support.
Demonstrated experience with De-escalation & Conflict Resolution.
Demonstrated experience with First Contact Resolution (FCR).
Demonstrated experience with Customer Retention, Follow-up & Task Tracking.
Educación
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Resumen
Lead Generation Specialist open to new opportunities
Experiencia
Customer Service Representative
Manage an average of 60+ customer inquiries daily across phone, live chat, and email.. Utilize Zendesk to log, prioritize, and track support tickets.. De-escalate challenging customer situations using active listening and empathetic problem-solving.. Collaborate with product and billing teams to resolve multi-departmental issues and document recurring issues for the internal knowledge base.. Assist in onboarding and shadowing 3 new customer support hires, guiding them on company software and communication workflows.
Customer Support Associate
Responded to high-volume inbound phone calls regarding order tracking, returns, billing inquiries, and product information.. Maintained detailed customer interaction records in Salesforce, logging preferences and resolution steps to ensure seamless follow-up support.. Processed return and refund requests accurately according to company policy, balancing customer satisfaction with business guidelines.
Virtual Project Coordinator
Spearheaded client onboarding and managed daily communications, acting as the primary point of contact from request intake to final resolution.. Collaborated with cross-functional remote teams in daily stand-up meetings to brainstorm solutions, share feedback, and resolve operational bottlenecks.. Scheduled, managed, and monitored social media content calendars across multiple platforms for diverse B2B and B2C clients.. Troubleshot daily operational issues independently, using web research and self-guided learning to adopt new software tools quickly without step-by-step supervision.
Administrative Virtual Assistant
Processed and maintained electronic records across CRM databases and spreadsheets.. Managed executive inboxes, prioritizing urgent inquiries and drafting routine correspondence.. Digitized legacy paper files into secure, cloud-based filing systems.. Managed Google Calendar / Outlook schedules for team leaders, resolving meeting conflicts across multiple time zones.. Arranged domestic travel accommodations, itinerary planning, and expense reporting.. Organized and facilitated hybrid/virtual meetings via Zoom and Microsoft Teams.
Front Desk & Client Reception
Welcomed visitors and clients, maintaining a professional front-desk reception area while enforcing office access protocols.. Managed multi-line VoIP phone systems and directed incoming calls and inquiries to appropriate departments.. Handled guest registration, security badge issuance, and lobby maintenance.. Scheduled and prepared conference rooms for executive meetings, arranging catering, AV setup, and agenda distribution.. Sorted and distributed incoming physical mail, packages, and courier deliveries daily.
Computer Centre Assistant & Graphic Specialist
Welcomed and assisted walk-in clients, managing computer station access and service inquiries.. Prepared, typed, and formatted reports and official applications.. Processed online portal registrations and form submissions, handling sensitive client data.. Designed promotional materials, including flyers, business cards, and letterheads, using CorelDRAW and Photoshop.. Managed daily register sales, issued receipts, and maintained printing and scanning equipment.
Customer Reception & Service Experience
Greeted visitors and clients, creating a welcoming first impression.. Addressed customer inquiries and resolved service issues.. Handled high-volume client intake, multi-line calls, and front-desk reception.. Guided first-time clients through form registrations and service requests.. Defused client frustrations through active listening and solution-oriented communication.
Lead Generation & Sales Development Representative
Conduct detailed prospect and market research using LinkedIn Sales Navigator, Apollo.io, and property/business directories to construct verified contact lists of 100+ decision-makers monthly.. Execute 60+ cold calls daily to B2B executives, property owners, and corporate clients; deliver targeted elevator pitches, handle complex objections, and secure qualified discovery meetings.. Built automated lead enrichment and follow-up sequences using n8n and AI messaging tools.. Qualify prospects against strict BANT criteria (Budget, Authority, Need, Timeline), successfully scheduling qualified meetings for senior account executives.. Maintained accurate prospect logs, touchpoint records, and call analytics within Monday CRM.. Manage persistent multi-channel follow-up cadences, re-engaging inactive leads and converting top-of-funnel prospects into active sales conversations.
Sales Development Representative (SDR)
Conducted multi-channel outbound campaigns (cold email, phone, LinkedIn messaging) targeting key decision-makers across international markets.. Tailored custom pitch scripts and cold email copy, increasing cold outreach open rates and positive response rates.. Researched company org charts, pain points, and commercial opportunities to deliver hyper-personalized pitches during cold calls.
Customer Success & Operations Lead
Lead and mentor a team of six onboarding, customer support, and retention specialists, monitoring daily performance and elevating CSAT.. Conducted root-cause analysis on customer drop-offs, implementing proactive retention strategies.. Authored comprehensive Standard Operating Procedures (SOPs) for onboarding, dispute resolution, and subscription renewal management.. Leveraged AI tools and reporting platforms to analyze usage trends, providing executive leadership with actionable weekly pipeline and health score reports.
EXECUTIVE & ADMINISTRATIVE SUPPORT
Managed complex, multi-time-zone calendars, coordinated domestic/international travel logistics, and resolved scheduling conflicts proactively.. Organized high-level virtual meetings, drafted structured agendas, recorded detailed minutes, and owned action-item tracking to ensure 100% execution on decision points.. Drafted, reviewed, and vetted senior-level emails, presentations, and management reports on behalf of leadership.. Managed internal staff communications, built and updated shift/duty rotas, and tracked cross-departmental task completions.. Assisted with payroll preparation, invoice processing, subscription tracking, and main compliance record-keeping while maintaining total confidentiality.
ADMINISTRATIVE & DATA REPORTING SUPPORT
Maintain and organize business records, sales data, operational information, and administrative documents to ensure information is accurate, complete, and easily accessible.. Update and maintain Excel and Google Sheets trackers for sales, expenses, customer information, transactions, and other business activities.. Collect, clean, verify, and organize data from different sources before entering it into company records and reporting templates.. Prepare periodic sales and operational reports that provide management with a clear view of business performance and activity.. Analyze business data using Excel formulas, PivotTables, sorting, filtering, and basic reporting techniques to identify trends, discrepancies, and areas requiring attention.. Monitor and reconcile records by comparing information from different sources and investigating inconsistencies or missing entries.. Organize digital files, documents, records, and spreadsheets using structured naming and folder systems for easier retrieval.. Provide administrative support by maintaining task records, updating information, preparing documents, and assisting with routine business operations.. Support the tracking of outstanding tasks, follow-ups, transactions, and operational activities to help ensure important items are completed on time.. Maintain a high level of data accuracy and confidentiality when handling business and customer information.. Assist in improving manual record-keeping and reporting processes by introducing more organized spreadsheet structures and standardized workflows.. Communicate findings, discrepancies, and relevant updates clearly to management to support timely decision-making.
BUSINESS DEVELOPMENT & STRATEGIC RESEARCH
Conducted market research to identify grant opportunities, government schemes, or strategic partnership options.. Built, cleaned, or maintained centralized digital filing systems (e.g., Google Drive, SharePoint) to maximize team workflow efficiency and file retrieval speed.
Habilidades
Transcripción del Video
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Hi, I'm Abigail. I help executives and growing businesses stay organized by providing reliable virtual assistance, administrative management, and customer support. From managing complex calendars and inboxes to delivering fast, professional help desk support, I keep your daily operations running seamlessly.