April Kate Ascura Dominguez

I am a dedicated and adaptable professional with over five years of experience in the Customer Service industry, specializing in supporting diverse US and UK clients in a dynamic BPO environment. My career began as a Customer Service Representative, where I built a strong foundation in managing inquiries, resolving billing and technical issues, and ensuring customer satisfaction through clear, empathetic, and solution-focused communication. Due to my consistent performance and keen attention to detail, I was promoted to Quality Assurance Analyst, where I gained valuable expertise in monitoring agent interactions, evaluating compliance with company standards, delivering constructive feedback, and driving continuous improvement across teams. This role sharpened my analytical skills, strengthened my eye for accuracy, and deepened my ability to identify areas for process optimization and performance enhancement.

In my most recent role as an E-commerce Virtual Assistant for a US-based company, I expanded my skill set into online business operations and digital support. I managed product listings, order fulfillment, shipment tracking, and returns/refunds, while also coordinating with suppliers to ensure smooth inventory flow. Beyond these core responsibilities, I supported administrative functions such as email and calendar management, data entry, and content creation, as well as providing light social media assistance. My ability to adapt to multiple responsibilities and maintain efficiency under pressure contributed to seamless daily operations and improved customer experiences.

Core Skills & Competencies:

Customer Service & Quality Assurance: Escalation handling, complaint resolution, QA monitoring, performance reviews, coaching, and compliance checks.

E-commerce Support: Skilled in Shopify, Amazon Seller Central, for product uploads, inventory tracking, returns/refunds, and order fulfillment.

Technical Tools: Proficient with Gorgias, Google Workspace, Microsoft Office Suite, and Slack.

Administrative & VA Support: Calendar and email management, reporting, and document organization.

Soft Skills: Strong communication, empathy, adaptability, problem-solving, time management, and analytical thinking.

What sets me apart is my ability to bridge customer-facing expertise with quality assurance insight and e-commerce knowledge. I not only excel in creating positive and meaningful interactions with customers but also bring value by optimizing internal processes and ensuring consistent service excellence.

I am passionate about delivering results that contribute to business growth, improving customer engagement, and continuously enhancing my professional skills. My ultimate goal is to serve as a reliable, value-driven partner who supports organizations in achieving both operational efficiency and customer loyalty.