Ma Katrina S.

Virtual Assistant | Customer Service & Admin Support

Customer Support Jan 2024 – Present Process customer orders via phone and email, ensuring accuracy and timely order entry. Communicate with clients to confirm order details, resolve discrepancies, and provide order updates. Provide administrative and operational support to clients, handling emails, data management, and task coordination. Assist with logistics, procurement, and vendor coordination tasks as assigned. Maintain accurate records, reports, and documentation to support business operations. Support project tracking, scheduling, and process documentation to improve workflow efficiency. ➢ Crew Logistics / Crew Facilities Project Coordinator Feb 2024- November 2024 Reached out to facility hotels to inquire about room availability and negotiated rates and terms for crew accommodations. Procured and managed hotel partnerships, ensuring sufficient inventory to meet client and crew demands. Extended hotel contracts and maintained strong relationships to ensure mutually beneficial agreements. Ensured all customers (crew and clients) were taken care of, addressing concerns and coordinating with hotel partners to resolve issues. Conducted daily check-in and check-out monitoring to ensure smooth crew arrivals, departures, and billing accuracy. Acted as the main liaison between customers and hotel partners to maintain high satisfaction for both parties. ➢ New Incentives – Quality Assurance Representative April 2023- Feb 2024 Monitors, evaluates, and/or audits quality trends based on standard organizational expectations. Participates in calibration sessions with the Console Review Team to ensure scoring consistency and best practices. Provides constructive feedback and recommendations for improvement through documentation. Responsible for maintaining quality audits by adhering to standardized guidelines and protocols. Manage organizational compliance, drive continuous improvement activities, and identify process and tool opportunities. Preparing and presenting quality audit reports to senior management. ➢ Rocket Doctor -Patient Care Coordinator January 2022- February 2023 Enhancing operations by ensuring sufficient staffing and adequate staffing to services. Assisting with case history interviews with patients before appointments. Schedule and coordinate appointments with Physicians   Assist patients with re-scheduling appointments and other scheduling issues. Connect patients with physicians. Servicing Ontario Alberta, BC Canada, and California,  USA.     ➢ Neuro-Cognitive and Behavioral Institute- Patient Medical Admin February 2020- January 2022 Ensures that all doctor’s orders are being implemented with 100% compliance with the treatment protocols / SOPs Resolves all uncompleted orders and all existing patient concerns. Educates and offers general support to patients and their family members about the diagnostic and treatment services offered at the NCBI. Medical record responsibilities include processing, requesting, faxing, mailing, printing, and archiving all medical records. HKT Teleservices (Formerly PCCW Teleservices) Harland Clarke Financial- Supervisor and Product Trainer August 2012- January 2020 Monitoring CSRs in order to ensure that all calls were handled in an accurate and professional manner. Resolving escalated calls Conducting employee reviews, coaching, and disciplinary action when necessary Providing documented performance feedback through daily, weekly, and monthly one-on-one sessions, performance reviews, and goal setting. Producing training materials for in-house courses. Harland Clarke Financial- Level 2 August 2011- August 2012 Answering and responding to customer inquiries regarding products or services. Reviewed calls to ensure teammates provided exceptional service and followed policies, procedures, and regulatory compliance. Providing verbal and written feedback. PCCW Teleservices Nokia Online Sales Support –UK/Ireland July 2009- August 2011 Assisting customers with the placement of orders, refunds, or exchanges • Resolving customer complaints via phone, email, mail, and/ or social media. Handling product recalls. Teleperformance - Sprint Customer Service Representative October 2005-July 2009 ▪ Sell products and services ▪ Resolving customer complaints ▪ Meet personal/team sales targets and call handling quotas ▪ Answering queries about billing issue ▪ Basic troubleshooting