Alina Hector
Warner, Dominica |- |-| www.linkedin.com/in/alina-hector-12b225351
VIRTUAL ASSISTANT
Professional Summary
With over 17 years of experience in administrative assistance and customer support, I am a highly organized and proactive Virtual Assistant skilled at streamlining processes, optimizing workflows, and providing top-tier service. I excel in managing client communications, email correspondence, scheduling meetings, and overseeing customer inquiries, all while maintaining efficiency and professionalism. Committed to delivering accurate, timely work and ensuring discretion, I consistently prioritize tasks to meet deadlines and client expectations.
Key Skills
Administrative Support: Email management, calendar scheduling, record organization, document preparation
Customer Support: Handling inquiries, maintaining customer relationships, providing high-quality service
Software Proficiency: Google Suite, Microsoft Office, CRM tools, CIS Software
Communication & Coordination: Effective written and verbal communication, multitasking, project management
Attention to Detail: Ensuring accuracy in all tasks, data entry, and document management
Time Management: Prioritizing tasks, managing multiple projects efficiently, deadline-oriented
PROFESSIONAL EXPERIENCE
Customer Service Representative, Dominica Electricity Services Limited
February 2008 – Present
Managed customer inquiries via email, phone, and chat, providing quick and accurate responses.
Resolved issues and complaints by implementing solutions while maintaining company policies and ensuring customer satisfaction.
Utilized CRM software to log customer interactions and track case progress, improving efficiency and reducing response times by 15%.
Coordinated between different departments to ensure smooth service delivery and customer satisfaction.
Contributed to improved customer service quality by maintaining clear communication and ensuring customer concerns were addressed in a timely manner.
Strengthened customer relationships, ensuring repeat business and a positive reputation for the company.
Trained new customer service representatives on company policies, CRM software, and best practices for effective customer communication.
Customer Service, J E Nassief Company Limited, Dominica
January 2004 – February 2008
Ensured customer satisfaction by addressing complaints and inquiries related to products and services, resolving issues in a timely and professional manner.
Conducted follow-up calls and emails to check on customer satisfaction and ensure continued contentment with their purchases.
Promoted additional products and services to customers based on their needs, enhancing their experience and increasing sales opportunities.
Utilized effective problem-solving techniques to determine the quickest and most efficient way to respond to customer questions and concerns.
Escalated complex issues or unresolved queries to higher-level support when necessary, ensuring swift resolutions.
Troubleshot common product and service issues, providing customers with clear, actionable solutions
EDUCATION AND CERTIFICATIONS
University of the West Indies
Bachelor of Arts (BA), Marketing
2023 – 2027 (expected)
Dominica State College
Associate’s Degree, Business
2004 – 2006
Customer Service Essentials Certificate
TECHNOLOGY SKILLS
Google Suite (Google Docs, Gmail, Google Sheets, Drive, etc.)
CRM Software: Extensive experience in managing customer relationships, tracking interactions, and optimizing customer service processes.
Microsoft Excel: Skilled in data analysis, reporting, and creating complex spreadsheets for tracking and performance evaluation.
Microsoft Word: Proficient in drafting professional documents, creating reports, and managing written communication with clients and teams.
EAMS Meter Software: Extensive experience in using Enterprise Asset Management Meter Software for efficient asset tracking, performance monitoring, and workflow optimization.
CIS Software: In-depth knowledge of Customer Information Systems to manage customer data, service requests, billing, and account management.
Adapts quickly to new and changing technology
