Post a Job Free
20 viewsjobseeker
Vanessa L. — Senior Customer Service Team Lead from Philippines

Vanessa L.

Senior Customer Service Team Lead

Philippines 6+ years
Open to offersNew to Platform
Languages
English
Video Introduction
No video introduction yet
The candidate has not added a video.
Contact information and social networks are private. Connect to unlock.
Hidden

About

Vanessa L. is a seasoned virtual professional with over 12 years of combined experience, excelling in administrative, customer, and technical support roles. With a rich history in the telecommunications, banking, finance, logistics, music, and media industries, she has honed her ability to tailor administrative tasks like scheduling, correspondence, and customer satisfaction. Team management is a forte, as evidenced by her role as CS Team Lead at Sunday Scaries, where she handled escalated issues and tracked orders. Her tenure at Unison Media as an Executive Assistant further showcases her proficiency in managing executive schedules and client interactions. Coupled with her adept project management skills using software like ClickUp and her strategic oversight in sales and marketing at companies like Flipt, Vanessa is a versatile professional who consistently enhances business efficiency and customer experience for her clients. Her background also includes effective disruption management and process improvement at Lunafide and bookkeeping at Finish More Music.

Experience

  • CS Team Lead

    Sunday Scaries · 2024 — 2025
    Monitored customer interactions through emails, chats, and social media to ensure a positive experience. Managed escalated customer complaints requiring additional attention. Oversaw special orders and collaborations, ensuring smooth operations. Maintained detailed records of issues, refunds, and exchanges. Prepared weekly performance reports outlining common issues and order replacements. Worked in collaboration with marketing and operations to keep customers informed of any changes. Updated scripts and canned replies for enhanced engagement.

  • Executive Assistant to the President

    Unison Media · 2022 — 2025
    Handled the president's calendar and schedule, arranging meetings with clients and partners. Drafted and sent proposals and contracts to clients. Monitored and managed invoicing and accounts receivable. Updated client records based on services provided. Managed projects using ClickUp software, along with other ad hoc tasks.

  • Virtual Assistant | CS Manager | Community Manager

    Lunafide · 2018 — 2023
    Led the customer service team to ensure alignment with targets and timely responses to concerns. Monitored support ticket responses within one hour of receipt. Managed dispute cases across various payment channels and handled complaints through the Better Business Bureau (BBB). Communicated with partners to ensure timely processing of orders. Managed social media engagement on platforms such as Facebook and Instagram.

  • Administrative Assistant | Bookkeeper

    Finish More Music · 2019 — 2021
    Handled daily payment activities, ensuring timely posting of member payments. Communicated with members regarding arrears and managed customer support tickets via email and chat. Organized email and calendar for clients. Developed graphics for posts in a private Facebook community and scheduled regular content updates. Managed bookkeeping tasks, reconciling bank transactions and updating budget forecasts.

  • Inside Sales Associate | Virtual Assistant | Trainer

    Flipt · 2018 — 2019
    Managed and updated the CRM system. Conducted calls to real estate agents and brokers to enhance their online presence. Assisted in establishing processes and scripts for client use. Provided weekly and monthly reports to the CEO, suggesting improvements for the system. Trained new virtual assistants on pitch positioning and monitored call quality to provide coaching.

  • Sales Consultant | CSR | Sales Coach

    Telco Service Australia (TSA) | Telstra · 2017 — 2018
    Qualified business advertisers for Google AdWords, ensuring compliance with advertising policies. Promoted paid advertisements to enhance client visibility and conversion rates. Recommended increased daily ad budgets to clients advertising below minimum thresholds.

  • Ads Qualifier | Customer Service Representative

    Teledirect Telecommerce | Google Adwords · 2015 — 2016
    Contacted cardholders who were overdue on payments and assisted them in processing payments or establishing payment plans. Responsible for payment collection and providing necessary options to customers. Updated customer information in the company's database and documented communications.

  • Collections Specialist | CSR | TSR

    West Contact Services | Barclays Bank USA · 2014 — 2015
    Provided phone support to resolve customer issues related to bank transactions. Delivered accurate information regarding incurred fees and managed dispute processing and investigation tickets. Monitored agents' key performance indicators and provided training to improve their performance.

  • Tier 2 Financial Representative | KPI Analyst

    Ibex Global | NetSpend · 2013 — 2014
    Addressed customer queries and resolved technical support requests promptly. Processed new customer applications and updated their data in the database. Trained underperforming agents and managed a team aimed at improving customer service skills.

  • TCSR | CSAT/NPS Trainer

    Results Manila | Virgin Mobile USA · 2011 — 2013
    Provided administrative assistance in managing a team of virtual assistants or customer service/sales representatives, enhancing performance and ensuring quality results through effective management.