Nyka U.
Mid-Level Customer Service and Virtual Assistant Specialist
Open to offersNew to PlatformAbout
Nyka M. is a seasoned Virtual Assistant & Customer Service Expert with a background supporting businesses in the cleaning services, footwear retail, and telecommunications industries across the US and Australia. Through roles at Organicmaids LLC, Archies Footwear, Teletech, and REALTAKAI, she has managed end-to-end customer support operations, including handling high-volume inquiries via Zendesk and Gorgias, overseeing booking logistics with Booking Koala, and directing payroll and staffing through Gusto. Nyka’s experience also covers shipping and logistics tasks, utilizing Shipmonk and Shipstation for returns and inventory, and resolving escalated billing and service cases. She has led customer support teams, developed training materials in Google Docs, and coordinated interdepartmental updates on Slack and Asana, ensuring consistency and efficiency in all aspects of administrative operations.
Experience
Senior Agent / Customer Experience
REALTAKAI · 2021 — 2026Provided guidance to team members handling complex cases and technical escalations, directed ticket assignments to balance workload, and managed backend fulfillment and shipping logistics for REALTAKAI. Addressed high-volume orders, refunds, and exchanges through Gorgias and Shopify, and oversaw loyalty program management in Smile. Utilized Slack and Asana for precise tracking of returns, refunds, and supply chain delays, and reported website bugs as needed.Virtual Assistance / Customer Service
Organicmaids LLC / Denver Colorado · 2022 — 2023Handled end-to-end communication with clients via email, SMS, and calls to coordinate bookings and address inquiries. Used Grasshopper to evaluate client needs and schedule cleaning appointments, while managing agent schedules through Booking Koala. Oversaw payroll processing for cleaning agents on Gusto, and provided general administrative support for various client requests.Customer Service Expert
Archies Footwear / Australia · 2019 — 2022Managed customer inquiries related to orders, modifications, refunds, and warranties using Zendesk and Gorgias. Facilitated returns and order changes by generating shipping labels and updating inventory via Shipmonk, SCS, and Shipstation. Addressed customer concerns by responding to negative reviews in Yotpo and resolving low CSI scores in Zendesk. Led a support team, provided approvals, performed quality checks, and created training manuals in Google Docs, while coordinating team schedules and internal communication on Slack.Customer Service Expert - Chat Support
Teletech, Lipa City · 2013 — 2019Resolved billing questions, handled payment extensions and formal disputes, and supported customers by recommending mobile plan upgrades, new home internet packages, and mobile devices. Delivered mobile troubleshooting assistance and managed accurate online order processing from purchase to account activation.
Skills & Expertise
Education
- B.S in Computer ScienceLipa City Public College · 2003 — 2007
- High SchoolBernardo Lirio Science High School · 1999 — 2003
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