Roxanne Diaz

I've been working as a Customer Support Representative for the last 5 years and Virtual Assistant requiring data research, data mining and excel work.

Some highlights of this experience were of the following:

• Provide customer service and technical support through email and chat through Zendesk and Zopim Chat, Freshdesk and Gorgias.

• Providing guaranteed satisfaction customer.

• Retention services for customers who wanted to cancel orders.

• Data entry and update of customer information (i.e. customer's address, shipping details, & contact number).

• Order processing and fulfillment through ShipStation Web app both US and International orders.

• Responding to customer queries and shipment status updates.- Review and issue refund requests for customers.

• Reviewing customer information and confirming product orders through Shopify backend.

• Social Media Accounts Handling (Facebook, Instagram, and Twitter) using Sprout Social platform. Respond to customer's comments, make sure to keep the company's image is in good standing by filtering comments and as much as possible reach out to customers via private messages.

Additional skillset:

• Customer handling through phone support

• Appointment Setting outbound calls

• Data Entry

Tools:

• Grammarly (I have this installed on my browser and desktop)

• Freshdesk

• Gorgias

• Zendesk

• Zopim

• Asana

• Slack

• Shipstation

• MS Office

• Canva

I am dependable and can be counted upon to finish the work given to me. It will always be my responsibility to finish my work well and in a timely manner. I don't hesitate to ask questions and I work very well with teams or individuals. I'm also highly trainable and I'm committed to working through your business hours. Other than that, I'm also organized, very good at time management, and communication. I have demonstrated the ability to effectively handle situations to inquiries while working within policy, procedures and standard processes. You will find I am detail-oriented and able to analyze, prioritize and resolve client requests or issues quickly and effectively.