Ana Marcela F.

Bilingual Customer Support Agent, Administrative Assistant

I'm a top rated plus freelancer on Upwork, if you’re here is because you need one of the following: ✔ Virtual Assistant ✔ Email support (fast responses) ✔ Shopify order fulfillment ✔ LiveChats ✔ WhatsApp, Facebook and Instagram messages. ✔ Order tracking, providing status, etc ✔ Zendesk ticket support ✔ Salesforce ticket support ✔ Troubleshooting issues ✔ Moderation on Social Media ✔ Following up with customers ✔ Data entry ✔ Transcription ✔ PDF to Word or Excel Conversion ✔ Help to create reviews of products ✔ App reviews (replying to feedback on both App Store and Play Store) A little about myself: I love technology and music! Learning new skills and challenges, it keeps me active and always thinking how to improve every day. I like watching series and playing video games, hobbies that I enjoy a lot. I'm sure that I can be a great asset for your company and contribute to its growth, taking care of your customers, their issues and solving them. I really enjoy learning about other cultures and their history. About my background: I’m an Event Organizer who has a passion for customer service. Through my years of experience, I’ve worked as an Agent for a Multinational Company called Fitbit, the leading global wearables brand of the high-tech Fitness trackers industry. I handled chats, calls and emails for 3.5 years, providing tech support, reviewing orders, updating account information, exhausting troubleshooting with step by step instructions, providing replacement units when necessary and answering any type of inquiries of potential customers about the products and services. I always followed procedures and policies, troubleshooting till confirming that it was necessary to review the warranty or discuss the case with another team. I have experience facing very high email queues (2.000 daily) with an average EPH (Emails per hour) of 4-5-6 (Client's target) some emails were complex because I also provided support for the Fitbit app, Social media, etc. I also have experience with data entry tasks. I'm very serious with my jobs and give the best of myself. Always punctual and disciplined, fast and efficient, interested in learning more every day and very autonomous. After being trained or receiving instructions, I will work with little or without supervision and provide great results.