Lovella G.

Virtual Aux Maven | CX Manager | SaaS Tech/Customer Support Manager

They say, "Virtual Assistant". I say, "Virtual Aux Maven". A "maven" is of Hebrew origin which means, "the one who understands". As a seasoned Customer Service Connoisseur and multi-skilled Administrative Assistant, I take pride in being able to clearly understand my clients' needs. With over 10 years of experience delivering high-quality administrative support to business owners and executives worldwide, my commitment to excellence and passion for my craft drive me to exceed client expectations. PROVEN TRACK RECORD IN: ✅ Administrative Support ✅ Customer Support ✅ Technical Support ✅ Back-office Support ✅ Client/Customer Success Management ✅ Account Management ✅ Data Entry TECHNICAL SUPPORT - Act as the initial point of contact for all technical-related concerns from clients - Analyze, troubleshoot and diagnose technical issues - Describe product functionality accurately and completely, and communicate all technical specifications - Act as a conduit between clients and the development team to easily resolve technical issues, and establish efficient processes - Analyze and report bugs (e.g. testing different scenarios across all platforms to replicate user issues) - Follow up with clients to ensure their technical issues are resolved - Attend sprint reviews to maintain product knowledge. - Complete detailed reports for technical assistance, and steps taken to resolve them - Resolve technical issues in a timely manner by providing accurate resolutions and escalating issues as deemed necessary - Actively update, maintain and monitor support ticket DELIVERABLES: - A detailed report of the technical issue - Systematic troubleshooting & resolution TOOLS/SOFTWARES: ✅ Zendesk ✅ Hubspot ✅ Intercom ✅ JIRA ✅ VSTS (Visual Studio Team System) ✅ Trello ✅ Asana ✅ Inspectlet ✅ GoToMyPC ✅ Twilio CUSTOMER SUPPORT -Customer operations management and supervision -Direct onboarding and ongoing support -Performing administrative functions -Formulate effective strategies to enhance customer satisfaction -Establishing performance parameters to gauge customer support’s personal targets -Monitoring staff performance and coaching for improvement Key Deliverables: - Email/Chat Support - Order Processing (Tracking, Management, Cancellation, Return and Exchanges) - Processing Refunds - Dealing with Disputes and Chargebacks - Upselling - Creating Invoice - Customer Retention TOOLS/SOFTWARES: ✅ Zendesk ✅ Hubspot ✅ Aliexpress ✅ Stripe ✅ Mailchimp ✅ Mandrill OTHER EXPERTISE *Lead Generation *Email and Marketing Automation *E-commerce *Data Entry TOOLS/SOFTWARES: ✅ Hubspot ✅ Shopify ✅ Dropified ✅ Aliexpress ✅ Mailchimp