I have been working as a Virtual Assistant for realtors in the US since 2014. I functioned mainly as an Office Admin Assistant and Transaction Coordinator. I prepared and maintained documents for e-signatures using Dotloop and created flyers and ad materials using Canva. I coordinated with everyone involved in the sale from pre-listing to the signing of the Sale Agreement up until the transaction closes and records. I created, maintained, and updated trackers, forms, and templates using Google Suite (Sheets, Docs, etc.) and MS Office (Excel, Word, etc.).
In 2019 I dabbled in e-commerce for a year. I got hired as an Ecommerce Specialist and got promoted to Business Analytics Specialist after 3 months. I mainly prepared weekly and monthly sales reports. Monitored sales trends and discussed them in our weekly production meetings. I also created forms and templates using Google Sheets.
I also have eight years of experience working in the call center industry and about four years of it was spent serving as a Quality Assurance Monitor (QA) for both on-site and off-shore accounts. I did QA work for credit card acquisition, inbound-selling, and customer service accounts. I evaluated calls of agents using guidelines provided by the client and provided feedback for agent coaching purposes. I attended and facilitated quality calibration sessions to ensure consistency in scoring call evaluations and I sent hourly and daily reports as well. At one point I was also given the task to create a QA Compendium document where I enumerated almost every possible scenario where an agent would get the point or get a markdown.
Prior to working as a Real Estate VA, I was a Real-Time Analyst (RTA) in an in-house call center of a bank. As an RTA I monitored call queues and identified intra-day trends. I was also tasked to send out break schedules and monitor schedule adherence. My strong proficiencies in MS Excel and most MS Office applications helped a lot since I also prepared reports for daily production meetings, end of shift reports, and the agents’ month end stats.
In addition to these experiences, I have also gained considerable customer service skills as I have previously worked as a telemarketer for a credit card acquisition account and a customer service representative in an in-house call center of a bank.
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