Jessa Sharmaine M.

Virtual Assistant | Admin | Customer Service | E-commerce | Team Lead

Too many customer messages, calls and daily tasks taking your attention away from growing your business? Let me take them off your plate. 👋 Hi, I’m Jessie! I’m a Virtual Assistant and Customer Service Specialist with 11 years of experience in the customer service industry, with a background in BPO, Team Leadership, remote support, retail, e-commerce and business operations. I started my career in the BPO industry in 2015, where I worked until 2019. During this time, I progressed into a Team Leader role, while also handling customer escalations and supporting my team with challenging customer concerns. Since 2019, I’ve been working remotely, providing customer support and helping businesses manage their day-to-day operations. 🏢 BPO & RETAIL CUSTOMER SERVICE TEAM LEADERSHIP EXPERIENCE | 2015–2019 My BPO experience includes supporting well-known retail brands such as Macy’s and Bloomingdale’s, where I handled approximately 80–100 customer interactions per day. As a Team Leader, I was also responsible for supporting agents, handling escalations and stepping in when customers required additional assistance. My experience included: * 📞 High-volume customer service * 🛍️ Retail & e-commerce customer support * 📦 Order tracking and order status * 🚚 Shipping and delivery concerns * 🔄 Returns and exchanges * 💰 Refund and payment concerns * ⚠️ Customer complaints and escalations * 👩‍💼 Supervisor and escalation calls * 🧑‍💼 Team Leader responsibilities and agent support * 🤝 De-escalating difficult customer situations * 📝 Documentation and proper case handling Being in a Team Leader position strengthened my leadership, decision-making, communication and problem-solving skills. I learned how to not only resolve customer concerns but also support a team and help ensure quality customer service. 💻 REMOTE EXPERIENCE | 2019–PRESENT Since 2019, I’ve been working remotely in customer service, virtual assistance and business operations. In my remote role with a service-based business, I handled both customer communication and operational coordination, including: * 📞 Phone, email, live chat & WhatsApp support * 📅 Appointment and schedule management * 👥 Staff availability and coverage coordination * 🔄 Customer follow-ups and service redos * 📍 Location and workload coordination * 🛠️ Customer concerns and escalations * ✅ Tracking requests through completion I also have experience with pet-related services and Canadian food delivery, allowing me to adapt quickly to different industries and customer needs. 🛍️ RETAIL & E-COMMERCE SUPPORT With my retail customer service background, I’m comfortable assisting customers throughout the entire order journey—from placing an order to receiving it. I can help with: Order Tracking • Shipping Updates • Delivery Issues • Returns • Exchanges • Refunds • Product Questions • Missing Orders • Delayed Orders • Customer Follow-ups ⭐ WHAT YOU CAN EXPECT FROM ME After 11 years in customer service, I understand that great support is about more than answering questions. It’s about: Listening → Understanding → Solving → Following Up → Closing the Loop I’m reliable, organized, proactive, and comfortable working independently. I take ownership of my responsibilities and make sure customers and clients receive the support they deserve. Whether you need help with customer service, e-commerce support, order tracking, inbox management, appointment scheduling, administrative tasks, or daily business operations, I’m ready to help. You focus on growing your business. I’ll focus on keeping your customers happy and your operations moving. 🚀 Let’s make your workload lighter and your customer experience better!