Nine years of experience working in customer success, supporting clients in various industries - tech support, travel, dangerous goods manufacturing, schools, and PTAs. I'm currently an account manager handling existing clients involving spirit wear for schools. My role involves conducting demos, prospecting, sending quotes, upselling, and ensuring customer success.
You - an emerging business owner who wants to minimize overhead costs and get your product out in the most cost-effective way possible but also wants someone who can provide customer service to your clients, while ALSO being your virtual assistant
Me - your dream virtual assistant who is all of the above and more, possessing a sharp mind, eagerness to learn, and goes above and beyond
In this economy, you can't afford to hire one person to manage your product's logistics, then another person to handle your customer service, and then another to support your role as a company owner. Wouldn't it be great if you could find someone who could do all of these for you? Not only would it free up your time to focus on the bigger picture as a business owner, but it also cuts your overhead costs into half if you didn't have to pay 2-3 people to do several jobs when you have someone who can do all of these for the price of one.
Let me worry about the day-to-day operations of your company while you take a seat back and finally be the CEO that you want to be.
My most recent role was Operations and Finance Support for an Australian company which involved customer service and fulfillment. Prior to that, I was a senior sales consultant and team leader for Bayou Swamp Tours, Llc. I worked in the call center industry for 6 years specializing in customer service roles before I transitioned to freelancing where I have found my bread and butter in customer service, general virtual assistance, sales, and logistics.
These are the services you can expect fro-----------:
ACCOUNT MANAGEMENT
-Driving revenue growth and retention
-Developing account strategies
-Monitoring account performance
-Gathering customer feedback and insights
-Managing customer relationships
-Resolving client issues and concerns
-Onboarding and demo presentations
LOGISTICS, FULFILLMENT, and ORDER MANAGEMENT
-Entering purchase orders into ERP (experience using MYOB EXO and Microsoft Business Central)
-Creating replacement sales orders
-Order processing using MYOB EXO and Microsoft Business Central
-Booking freight shipments daily
-Continuously monitor freight movements to avoid delays, ensuring timely collection and delivery
-Preparing documents such as Shippers Letter of Instruction, Bill of Lading, Packing Slip, Commercial Tax Invoice, Freight Labels
-Providing updates to customers on their orders, coordinating with freight carriers for any delays or issues, and raising inquiries when necessary
-coordinating between end users/distributors and warehouses for customer collections
-Providing tracking updates in the company's system
-Coordinating with freight forwarders for the timely pickup and delivery of international imports
-Managing shipping-related customer service issues, including filing claims with carriers, and troubleshooting solutions
-Creating and maintaining shipment profitability reports to determine and update shipping rates
-I have worked with major Australian carriers such as TNT, FedEx, TSS Sensitive Freight, Mainfreight, Centurion, Team Global Express, Cutts Transport, Northline Transport, etc. and have experience using their native booking platforms as well as 3rd party booking platforms like MachShip
-Advising ETA-related inquiries to end users and distributors
-Liaising with the Production Team for ETAs and conducting weekly meetings
CUSTOMER SERVICE
-General phone support: I possess a North American English accent comfortably speaking over the phone to both end users and distributors. I have used VoIPs like Aircall, OpenPhone and CallRail.
-Email support
-CRM: I managed tickets using HubSpot to triage customer issues and inquiries.
-Live chat support: I used HubSpot to manage live customer chat inquiries through our website, I effectively answered chat inquiries while excelling at my other tasks
-Over-the-phone payment processing using Stripe
GENERAL VIRTUAL ASSISTANCE AND AD-HOC TASKS
-I have effectively managed as many as 4 inboxes at a time as part of my ad-hoc tasks
-Preparing itineraries and booking flights
-Making reservations
-Calendar management
-Administrative tasks
-Accomplishing weekly distributor reports
-Conducting debtor follow-ups
-Invoice extraction from suppliers
-Advising stock availability to distributors
-function as sales support or inbound sales
-appointment setting
-training new hires
Equipment:
488 Mbps download and 523 Mbps upload speeds and reliable computer equipment (Macbook Pro-----------inch 16 GB with M1 Pro Chip running macOS Sequoia 15.5 and HP Pavillon 12th Gen Intel Core i5-1235U 1.30 GHz upgraded to 32 GB RAM). Poly (Plantronics) BW33220-M USB-A Noise-cancelling headset.
Curious what I sound like? Copy and paste the video below to your browser for an introduction to me!
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