Leslie B.

I have 14 years of work experience ranging from being a Customer Support to Virtual Assistant to Project Manager. As a Customer Support, majority of my experience is providing support via email, and I usually assist customers with their order inquiries or order status. I also handle replacement, return, refund and cancellation requests for customers. Additionally, I'm responsible in investigating and resolving Shopify chargebacks and Paypal disputes, as well as filing claims for lost and delayed packages. I can respond using either a template or freeflow writing, and aside from email, I also have experience providing support via chat, SMS, social media DMs, ebay and Amazon messaging. I'm also proficient in using a lot of CRMs, but the most common customer service tool I've used recently is Gorgias. I've worked with a lot of start-ups, so most of the time I took the initiative of creating processes or workflows, documenting working procedures, and creating email templates because I believe that being organized makes the job easier to do and to pass on. Most of my significant Customer Support experience were with the companies: Thumbtack, VOID Homme and Good Lines. As a Virtual Assistant, here are the roles and responsibilities I took on: - Responding to business emails and keeping relationships with clients, partners and sponsors in behalf of the CEO. - Creating and updating working procedures. - Creating reports and maintaining trackers, spreadsheets and repositories of digital assets. - Organizing files, doing back ups of email lists, and maintaining overall order in the company's processes and system. - Drafting newsletters, loading and scheduling email campaigns using email marketing tools. - Basic updating and loading of content to the content management system like WordPress or ClickFunnels. There was a also a time where I acted as the company's Human Resource so I was responsible in processing employee payrolls, sending out bills/invoices to sponsors and sending out shared revenues to partners. For my clients who are content creators, I managed the production of their YouTube video and podcasts. This covers from the scheduling of guests, creation of thumbnails, generating subtitles, optimization of the video or episode, and uploading to the hosting platform. For my clients who are course creators, I helped manage their course content by creating the course materials like course syllabus, PDF guides and worksheets, and uploading their video lessons to the online course platform. Lastly, as a Project Manager, I managed our company's daily workflow and processes. I communicate with our team members to ensure alignment, anticipated the needs of each team member, and proactively solve problems for the team whenever possible. My most significant virtial assistant and project manager experience were with the companies: SuperHuman Academy, The Next Layer Media, Hooping Mad and NA Beverages. Here are the tools and platforms that I'm familiar with: - Project Management: Asana | Trello | ClickUp | Todoist - CRMs: Gorgias | Salesforce | Zendesk | Groove | Zoho Mail | Titan Mail - Email Marketing: Active Campaign | MailerLite | MailChimp | Klaviyo | AWeber | Drip | Lemlist - Website Builder: WordPress | ClickFunnels - Graphic Design: Canva | Photopea - Video Management: Vimeo | YouTube | vidIQ - Social Media Management: Later | Buffer | Hootsuite | Facebook Business Manager - Affiliate Management: ClickBank | Amazon Associates Central | Geniuslink - e-Commerce: Shopify | eBay | Amazon Seller Central - Podcasting: Libsyn | Anchor.fm | Podbean - Online Course platform: Thinkific - Appointment Scheduler: Acuity | Calendly - Integrations: Zapier - AI: ChatGPT Now the big question is, among the 12 million freelancers here in Upwork, why should you choose me? 1. I have a sharp-eye on detail and a drive to organize - simply because it makes getting the job done easier for me. 2. I have a can-do attitude and I'm always willing to learn and develop new skills - because I believe that the wisest mind has always something yet to learn. 3. I am reliable, resourceful and a multitasker - that's why I'm here, to make my CEOs professional life easy so they can focus on what's more important... like growing the business! 4. I'm comfortable making decisions and I'm great at problem solving - you can depend on me! 5. I'm flexible and can easily adapt to changes - because I believe that progress is impossible without change. Lastly, for my home set-up specifications, I'm using a laptop - a MacBook Pro 2020 8-Core CPU 10-Core GPU 8GB Unified Memory 256GB SSD Storage, and both my main internet and backup connection are at 100 mbps. Interested in working together? I'd love to connect!