Joan F.
Senior Customer Service Team Leader
Open to offersNew to PlatformAbout
Joan F. is an accomplished Senior Team Leader with extensive experience in customer service, technical support, and sales within industries such as telecommunications, accounting software, eCommerce, and event ticketing. At Symbos | Camp Australia, she oversees resolution of customer complaints, conducts performance reviews, leads staff recruitment, and implements key team leadership strategies to drive productivity. Her career spans roles at Vividseats and HI Pages (via Acquire BPO), where she managed inbound and outbound sales teams and facilitated target implementation and staff mentoring. Joan F. is adept at administrative support, remote employee management, and performance management, also serving as a Virtual Assistant Manager in lending and eCommerce environments, with a strong track record in coaching, recruiting, and stakeholder engagement.
Experience
Virtual Assistant Manager
duPont Lending Team · 2022 — 2025Handled administrative tasks including document management and report preparation for the CEO. Monitored email correspondence to prioritize and ensure timely responses. Supplied administrative support to improve operational efficiency and coordinated recruiting activities with requisition generation.Senior Team Leader
Symbos | Camp Australia · 2021 — PresentOversaw customer complaint resolution processes and managed stakeholder relations to maintain company reputation. Conducted regular performance reviews, set objectives, and provided tailored coaching for customer care advisors. Delivered training sessions for the recruitment team, organized recruitment events, and managed talent acquisition activities from job promotion to onboarding. Led staff meetings, delegated tasks, handled exit interviews, and addressed employee retention through feedback collection and solutions-oriented recommendations.Virtual Assistant
The Alpha Commerce · 2021 — 2021Managed eCommerce operations using Shopify, performed store management tasks such as order fulfillment and product description updates, and supported customers via email and chat. Oversaw social media management and provided customer service for the online store.Sales Team Leader
Vividseats (Inbound Sales) AQUIRE · 2018 — 2021Directed a team of Inbound Sales, communicated team goals and deadlines, and motivated team members while assessing their performance.Sales Team Leader
HI Pages (Outbound Sales) AQUIRE · 2014 — 2018Supervised an Outbound Sales team, developed client relationships, and adjusted communication styles to individual client profiles. Contributed to customer satisfaction, assisted management with hiring and training, kept leadership updated on team progress, coached agents for performance improvement, and devised incentive schemes.Technical Support II - Sales Associate
null · 2012 — 2014Delivered basic and advanced troubleshooting for business applications and engaged in consultative selling of accounting software (QuickBooks).Technical Support
Teletech (Australia telecommunication - Telstra) · 2012 — 2012Provided both basic and advanced troubleshooting for internet connections, as well as mobile and landline phones within the telecommunications sector.Customer Service Representative
Teleperformance (Canadian Telecommunication - Bell Mobility) · 2012 — 2012Handled basic and advanced troubleshooting for internet connections, mobile, and landline phones in the Canadian telecommunications industry.
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