Priscilla Macaulay
Virtual Assistant
Profile
Details
Experienced Virtual Assistant with over 4 years in customer support
and social media management. Skilled in using CRM tools like Tawk.to,
Zendesk, Intercom, and Ontraport to streamline support and boost
user satisfaction. Proficient in Canva, Adobe Suite, and Premiere Pro
to create engaging content that increases audience interaction. Strong
communicator and problem-solver, passionate about delivering
creative solutions and building lasting client relationships.
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-Links
Linkedin
Customer Support Portfolio
Social Media Portfolio
Skills
Employment History
Data Entry and Analysis
SocialMediaSpecialist,Florida, United State
Typing speed and accuracy
May 2024 — Present
Created and scheduled engaging content across Instagram,
TikTok, and LinkedIn, leading to a 30% increase in audience
engagement within three months.
Designed eye-catching visuals using Canva, resulting in a 25%
boost in post reach.
Edited and published short-form videos with Premiere Pro, driving
over 2,000 views per video on average.
Used ChatGPT and Heygen to streamline content creation and
voice-over videos, reducing turnaround time by 40%.
Managed and updated SEO-optimized blog posts using Ontraport,
contributing to a 15% increase in blog traffic.
Crafted visual designs and brand messaging elements for
consistency across digital advertising and marketing platforms.
Customer Support Agent SkilledUp Life, Daresbury,United
Kingdom
February 2024 — June 2024
Delivered real-time customer support using Tawk.to, efficiently
handling inquiries from global volunteers and startups,
maintaining a response time of under 2 minutes.
Resolved user issues and questions by providing clear, empathetic
communication, contributing to a 20% increase in user
satisfaction.
Collaborated with team members via Slack to escalate complex
issues and ensure consistent knowledge sharing across the
support team.
Monitored daily support activities and flagged recurring concerns,
helping streamline onboarding documentation, and reduce
repetitive queries.
Acted as the first point of contact for new platform users, offering
guidance and walkthroughs that improved user retention and
engagement rates.
CRM Systems
Technical Support
CRM Tools Software
Content Creation
Social Media Management
Sales Ability
Social Media Specialist
Visual design (Canva)
Video Editing Using Premier Pro,
Descript,Capcut.
Conflict Resolution
Customer Relationship
Management
Use Of LLM ( Chatgpt,
Perplexity,Gemini,Deepseek
etc)
Freelance Customer Service Representative at Upwork
August 2023 — June 2024
Addressed and resolved customer inquiries through phone,
mail, and live chat, articulating detailed product information
and troubleshooting to achieve a 95% satisfaction rate.
Spearheaded the adoption of a new Customer Relationship
Management (CRM) system, optimizing the tracking of customer
interactions and enhancing team e ciency by 30%.
Led a customer support team in assessing and responding to over 60
inquiries daily, spearheading a strategy that improved solution delivery
times by 25%, surpassing the company average.
Nurtured enduring relationships with repeat clients, playing a
pivotalrole in elevating the customerretention rateby 40%.
Customer Service Representative at Digital witch IT Support
January 2024 — March 2024
Streamlinedprojectmanagement processes by introducing Asana,
Trello, and Monday.com, leading to a 35% reduction in overlapping
tasks and boosting progress transparency by 30%.
Engineered the integration of Helpdesk WhatsApp to elevate team
collaboration, accelerating client inquiry responses by 40% and
increasing customer satisfaction levels by 25%.
Orchestrated the creation and launch of a specialized project
management system, directing the team in overhauling workflow
processes that cut customer response time by 40%
andincreasedcustomersatisfaction by 15%.
Customer Service Representative at Deemoore Enterprise
May 2021 — March 2022
Initiated and implemented a successful strategy to answer nquiries
50% faster, thereby enhancing customer satisfaction and loyalty by
30% within a three-month period.
Managed complex customer dialogues with composure and strategic
negotiation, cutting down escalations by 50% and augmenting
customer lifetime value by 25%.
Analyzed store layout to refine product positioning, enhancing sales
conversions by 15% and reducing inventory carrying expenses by 10%.
Education
Bachelor of Science, Obafemi Awolowo University
January 2015 — January2019
References
Chidinma Mba from SkilledUp Life
