Theresa Lapera

With over 10 years of experience as an Executive Virtual Assistant specializing in customer support and sales, I have successfully managed diverse accounts, projects, and teams. My 7 years as a Customer Support Account Manager for a vending company honed my skills in handling emails and calls, delegating tasks, managing calendars, hiring and training staff, lead generation, appointment setting, cold calling, data entry, client onboarding, and quality assurance (QA). I am well-versed in managing customer interactions, including order placement, billing, invoicing, refunds, tracking, and issue resolution. I’ve provided after-sales support, responded to tickets, and liaised with suppliers to ensure smooth operations.

I’ve also managed customer support for an e-commerce company for 3 years, and I’m proficient in using various Project Management Software tools, including Shopify, Zendesk, Gorgias, e-Desk, HubSpot, Intercom, Monday, and others. My technical expertise extends to tools such as Microsoft Office, Zoho, Asana, Trello, Slack, Google Workspace, and more, ensuring efficient workflow and communication.

In addition to my customer support experience, I served as a Real Estate Executive Assistant for 2 years, handling lead management, appointment setting, email and calendar management, and recruitment. I’ve also worked on insurance campaigns, focusing on pre-qualifying leads, cold calling, and calendar management.

As Vice President of the Entrepreneurs Expo in Michigan for 8 years, I managed social media, organized events, set appointments, and engaged business owners to participate. I’ve held executive assistant roles in other industries, including 2 years in customer support at an Autobody Shop in London and a year as a Patient Care Coordinator for an eye doctor in Illinois.

My career in high-pressure environments has instilled in me a keen attention to detail, adaptability, and resilience. I’m a quick learner, and a strong communicator, and can seamlessly adjust to different time zones and client needs. I’m committed to delivering high-quality work and ensuring client satisfaction by meeting deadlines and maintaining trust.