Marjorie A.
Mid-Level Customer Service Coach
Open to offersNew to PlatformAbout
Marjorie A. is an experienced Customer Service Coach with a decade of dedication to performance-based companies in the e-commerce sector. Her expertise lies in orchestrating smart resolutions for members while maintaining an emphasis on Quality Assurance and Management as well as effective Team Management. Throughout her career, Marjorie has embraced roles such as Training Administrator and Virtual Assistant, where she excelled in providing comprehensive administrative and clerical support. From managing executive calendars and coordinating travel to preparing presentations and compiling meeting minutes, she has demonstrated a keen ability to handle confidential documents and organize digital files with precision. Her contributions have also included developing strategies to enhance customer satisfaction and retention, along with facilitating training for new entrants at Lonestar Home Buyers of Texas. Marjorie's educational background in psychology and office management from the University of San Carlos complements her practical skills, backed by certifications like Six Sigma Yellow Belt Training.
Why hire me
I believe employers should hire me because I bring a combination of experience, leadership, and a genuine passion for helping both customers and teams succeed. I have over 15 years of experience in customer service, customer support, operations, and remote work, where I've had the opportunity to coach teams, handle complex customer escalations, improve processes, and build strong client relationships. What sets me apart is that I don't just focus on solving today's problems—I look for ways to prevent them from happening again. Whether it's creating SOPs, improving workflows, or mentoring team members, I'm always thinking about how to make the team stronger and the customer experience better. If given the opportunity, I'll bring a positive attitude, accountability, and a commitment to helping both the team and the company achieve their goals.
Experience
EXECUTIVE ASSISTANT
The Children’s Guild · 2025 — 2026Travel Coordination. Meeting Preparation. Preparing presentations prior to the meetings and compiling minutes of the meeting at the end of the meetings Administrative & Clerical Support. Managing expense reports and reimbursements, maintaining and organizing digital files, and handling confidential documentsVIRTUAL ASSISTANT
My Outdesk · 2023 — 2026·Assist in processing tenant applications through Appfolio. ·Screen tenants – checking their credit history, employment and tenant history and recommending for approval. ·Updating Trello to ensure that Move In – Move Out is easy, for better guidance on newly acquired properties and tenant applications. ·Edit Photos and ·Help in creating descriptions for properties. ·Coordinate with Vendors, Home Owners, and Tenants regarding work orders. Answer calls, emails and texts as they come Calendar Management. & Schedule Management Create SOPs and processes to ensure efficiency in operations. Maintain and manage files, records, and data, and use that when needed to find solutionsCUSTOMER SERVICE REPRESENTATIVE
Brillianteers · 2021 — 2023▪ Answered calls, chats and emails daily and provided first contact resolution by utilizing my tools and expertise of the product. ▪ Ensured accuracy and order completion by reviewing submitted orders properly and following the correct verification process. ▪ Promoted our products on our website by editing photos of recent orders and uploading them as soon as they’re done.Customer Service Manager
Lone Star Home Buyers of Texas · 2022 — 2023▪ Supervise, Train, Manage and Coach VAs in the Customer Service Team ▪ Perform VA tasks in lieu of lacking CS headcount which includes responding to Customer Inquiries ▪ Develop goals, policies and procedures to increase customer satisfaction and retention and report progress. At the same time, develop strategies to measure and increase customer satisfaction and retention ▪ Manage account cancellations, develop strategies to improve retention rate and share progress reports ▪ Facilitate Tools Training for Newly acquired Big Dogs and oversee their on- boardingPERFORMANCE DEVELOPMENT COACH L2
ePerformax Contact Centers and BPO · 2016 — 2020• Supervising and driving the performance and Career Development of agents/teammates • Conducting root-cause analysis on behaviors impacting performance • Coaching agents on overall performance based on Behavioral trends—redirecting missed behaviors and providing reinforcement when needed • Managing real time consultations with agentsPERFORMANCE ANALYST
ePerformax Contact Centers and BPO · 2014 — 2016• Evaluating the quality of Customer Support contacts • Conducting Feedback Sessions to discuss evaluated contacts, Behavioral and Quality trends • Facilitating calibration sessions with agents, officers and clients to bridge behavioral and knowledge gaps in Quality standardsKEY ACCOUNT MANAGER
ePerformax Contact Centers and BPO · 2010 — 2014• Acquiring a thorough understanding of the client’s needs and requirements and ensuring that it aligns with the platform standards • Expand client’s business through collaboration and customized solutions • Working with clients in marketing their products • Addressing and resolving client’s complaints and challenges
Skills & Expertise
Education
- Bachelor of Science in Psychology (Undergraduate)University of San Carlos · 2004 — 2007
- Associate in Computer Office ManagementUniversity of San Carlos · 2001 — 2003
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