VA Assistant (February 2014 - May 2024) Worked for several employers who are mostly dropshippers selling on amazon, ebay and shopify. Duties and responsibilities • Customer Service through ebay/amazon messaging, email, chat and phone • Processing Sales/Orders. Fulfilling orders through different online Retailers • Gift Card trading • Attending to Cases and Return requests • Researching profitable items to sell • Listing items manually and using softwares • Creating weekly and monthly reports Video Editor (Part-time March 2017 – November 2020) Creating short video ads compatible to facebook’s platform Duties and responsibilities • Create video ads or slides for every product that will be added to the online store • Create engaging video thumbnails • Create engaging ads copy VA Assistant (February 2014 - April 2018) Worked for several employers who are mostly dropshippers selling on amazon, ebay and shopify. Duties and responsibilities • Customer Service through ebay/amazon messaging, email, chat and phone • Processing Sales/Orders. Fulfilling orders through different online Retailers • Gift Card trading • Attending to Cases and Return requests • Researching profitable items to sell • Listing items manually and using softwares • Creating weekly and monthly reports QA Analyst (Melbourne IT) (October 29, 2012 – January 2014) Melbourne IT is an Australian company. Its primary business is domain name registration in most of the major national and global top-level domains. Offers Website and Email Hosting, SSL certificates, SEO, etc. Duties and responsibilities • Facilitate and/or participate in calibration sessions with quality and leadership staff as required • Monitor phone calls to ensure representatives are following the organization’s protocols. • Facilitate remote monitoring sessions as needed • Provide effective agent coaching to improve performance • Maintain quality scoring forms and definitions as required • Provide recommendations to improve agent performance through changes in process flows • Participate in internal quality audits as needed • Demonstrate mastery and comprehension of client’s quality standards • Maintain understanding of operation while process monitoring • Support management focus on review of key drivers, metrics and operational processes that drive balanced scorecard and account profitability goals • Maintain close linkage to trainers to drive operational success • Prepares and analyzes internal and external quality reports for management staff review.