Alexandra Keith Lazaro

ALEXANDRA KEITH C.LAZARO PROFESSIONAL SUMMARY Dedicated Customer Service Representative and Virtual Assistant with over 2 years of experience delivering exceptional support in customer service, administrative assistance, and virtual office management. Skilled in email, chat, and social media support, CRM tools, and administrative tasks, with a proven record of improving customer satisfaction, process efficiency, and team productivity. Adept at handling high-volume inquiries, order processing, scheduling, and data management while maintaining accuracy and professionalism. Seeking to bring strong problem-solving, multitasking, and communication skills to a dynamic remote team. CORE SKILLS Customer Support (Email, Live Chat, Social Media, Inbound/Outbound Calls) CRM Tools: Salesforce, Zendesk, Sprinklr, Khoros, JustCall, FIELDD Virtual Assistance: Calendar Management, Data Entry, Scheduling, Travel Coordination, Task Organization Order Management & Refund Processing Conflict Resolution & Escalation Management Administrative Support & Document Management Microsoft Office & Google Workspace Communication, Active Listening & Empathy SEO & Social Media Management (Basic Knowledge) Time Management & Process Improvement WORK EXPERIENCE Receptionist and Intake Specialist (Remote) Barcroft Auto Detailing | US-based Client via BruntWork Feb 2025 - Feb 2025 Acted as the first point of contact, managing 100+ client inquiries weekly via phone, chat, and email. Handled scheduling, intake documentation, and CRM updates, reducing errors by 15% through organized data entry. Directed customer concerns and service requests efficiently, improving customer satisfaction scores by 20%. Supported administrative operations, ensuring smooth communication between teams and clients. WORK EXPERIENCE (CONT.) Operations Customer Service Representative II Telus Digital Philippines - (Fitbit Account) Nov 2022 - Oct 2024 Delivered multichannel support (email, chat, and social media) for Fitbit devices and app users, resolving an average of 60+ inquiries daily. Managed shipping tasks including order tracking, returns, and refunds, reducing processing errors by 12%. Supported technical troubleshooting, consistently maintaining a 95% customer satisfaction rating. Used Salesforce, Sprinklr, and Khoros to handle customer tickets and social media engagement, ensuring timely resolutions. Assisted in subscription and account management, contributing to a 15% improvement in customer retention. Executive Assistant Support (on-the-job training) REX Group of Companies Oct 2017 - Dec 2017 Performed administrative support tasks including data entry, scheduling, and document preparation. Assisted in calendar management and meeting coordination, improving scheduling efficiency for executives. Developed organizational systems for office tasks, reducing delays in task completion by 10%. EDUCATION Bachelor’s degree in International Travel and Tourism Management Aug 2018 - Oct 2022 Lyceum of the Philippines University-Manila Trained in customer service and itinerary planning, focusing on creating tailored solutions for clients. Recognized for strong organizational and communication skills, leading group projects and presentations. REFERENCE Available upon request.