Erika F.

Virtual Assistant and Customer Success Manager

Hi, there! Welcome to my profile! I'm an experienced Virtual Assistant and Support Manager. I've worked as a VA and Customer Success Manager for a SaaS Company for years now. I'm skilled in multiple administrative areas, I'm used to managing and organizing schedules, emails, projects, and reports. I handle the day-by-day office routine and manage and train administrative staff. I also have some experience in project management and have worked on multiple projects organizing the workflow, distributing the tasks, checking ETAs, doing follow-ups, and getting the project to the finish line. Long-time experience in Customer Support and Customer Success, I've been a manager of the Customer Success Team, responsible for all support channels, including emails, ticketing systems, chat, and social media. My job was to create support processes and ensure they are being followed by the team, check and guarantee the quality of the given support, create and update training materials and SOPs, help the support team, and overall make the customers happy. I have experience as a home office freelancer, I've been working for home for the last 6 years. I consider myself a great communicator, mediator, and troubleshooter. I'm proactive and self-motivated. My mind is agile, and I like to think I'm a quick and critical thinker. I try to be very understanding and empathize with every person I meet. I'm a calm person, and I'm used to pressure or complicated situations that might come up while handling customers or co-workers I always try to communicate and express myself in an easy and accessible way. I'm open-minded, with an outgoing personality, I'm very friendly and sociable and I'm willing to work in a respectful and preferably joyful environment. Problem solver, flexible, interested, and willing to learn and exchange knowledge . Microsoft Office Suite; Google Docs, experience with spreadsheets, CRM tools, ticketing platforms, and Trello.