Melissa Pimentel
Amazing Virtual Assistant & Customer Service Provider
Murcia
Summary
Personable and positive with excellent communication and problem-solving abilities. Demonstrates solid understanding of customer satisfaction principles and possesses strong organizational and multitasking skills. Committed to delivering exceptional service and building lasting customer relationships. Experienced leader with strong background in guiding teams, managing complex projects, and achieving strategic objectives. Excels in developing efficient processes, ensuring high standards, and aligning efforts with organizational goals. Known for collaborative approach and commitment to excellence.
Overview
18
18
years of professional experience
2
2
years of post-secondary education
Work History
ECommerce General VA
RS Ventures
01.2023 - 11.2024
- Maintained accurate records of customer interactions, tracking trends and identifying opportunities for improvement.
- Enhanced customer satisfaction by addressing and resolving complaints in a timely manner.
- Mentored junior team members, fostering a positive work environment and boosting overall team performance.
- Coordinated order processing, shipping, and delivery schedules to ensure timely delivery of products to customers.
eCommerce General VA
Loveli
01.2022 - 05.2023
- Customer Service and Disputes Manager
- Suppliers Liaison
- Used sound judgment and available resources to make well-informed decisions for case approval or denial.
- Resolved disputes efficiently by conducting thorough investigations and applying appropriate resolution strategies.
- Leveraged strong communication skills when liaising between parties to facilitate clear understanding and resolution of issues at hand.
eCommerce Virtual Assistant
Mirror Maison
02.2021 - 05.2023
- Email management
- Social Media Management
- Order Processing
- Organized and managed team tasks using Trello and Asana.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Social Media Manager (Part-time)
The Meditation House
05.2021 - 06.2022
- Social media Management
- MS Office work
- Successfully built a loyal following by consistently sharing valuable content that resonated with the target audience.
- Increased follower engagement with interactive content and timely responses to comments.
Audio transcriptionist
RSRS
10.2020 - 01.2021
- Voicemail Transcription
- Data Entry
- Followed specific guidelines and style rules to meet clients' requirements and maintain consistency.
- Enhanced transcription accuracy by diligently proofreading and editing final documents.
- Verified accuracy of transcribed material prior to finalization.
- Maintained logs of incoming dictation projects and transcription records.
- Increased client satisfaction by providing timely and accurate transcriptions for various industries.
Logistics Dispatcher
Brosa
06.2019 - 06.2020
- Customer service
- Creating routes for delivery
- Collaborated with warehouse teams to maintain proper inventory levels and minimize shipping delays.
- Coordinated daily logistics operations, optimizing routes for cost-effective and efficient deliveries.
- Provided exceptional customer service by addressing inquiries, resolving issues, and maintaining open communication channels with clients.
Property Management Assistant
Roomrenters
10.2016 - 11.2018
- Completed final move-out walk-throughs with tenants to identify required repairs.
- Promptly responded to tenant complaints and concerns for over 14 properties.
- Handled tenant complaints promptly and appropriately, calling in repairmen, and other support services.
- Supported smooth tenant move-ins and move-outs by scheduling inspections, managing paperwork, and facilitating key exchanges.
- Followed up on delinquent tenants and coordinated collection procedures.
- Communicated effectively with owners, residents, and on-site associates.
Sales and Support (Part-time)
AdventureFree
06.2017 - 05.2018
- Social media Management
- MS Office work
Virtual Call Center Manager
Super Solar Solutions
03.2015 - 01.2018
- Call Monitoring
- QA Analysis
- Training
- Scheduling Management
- Liaised between agents and company
- Payroll
eCommerce Virtual Assistant
The New Fare
04.2015 - 07.2017
- Social media management
- Product research
- Customer service
- Email marketing
Customer Service Supervisor
VroomVroomVroom
04.2011 - 07.2015
- Coached team members to deliver hospitable, professional service while adhering to set service models.
- Maintained up-to-date knowledge of company products and services, effectively communicating changes to the team for seamless customer support.
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
- Coached employees through day-to-day work and complex problems.
- Evaluated individual performance metrics to identify areas of improvement, providing targeted coaching to boost results.
Patient Coordinator
Placidway Medical Tourism
02.2010 - 02.2011
- Streamlined communication between patients, providers, and insurance companies for a seamless healthcare experience.
- Coordinated referrals to specialists as needed, following up with patients to confirm appointments and provide necessary information.
- Maintained confidentiality of patient data and condition to safeguard health information.
- Acted as main point of contact for patients, doctors, and hospital staff by closely reviewing medical charts and maintaining high levels of communication.
Customer Service Associate
Convergys
07.2006 - 08.2010
- Sprint Billing
- Comcast HSI via live chat, email and phone
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Managed high call volume with exceptional time management skills, minimizing wait times for customers.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Handled billing and payment issues by following guidelines and resolving disputes.
Education
Diploma - Compute Science
West Negros College
06.2000 - 04.2002
Skills
Ecommerce platform knowledge
Customer retention strategies
Customer relationship management
Problem-solving
Self motivation
Problem-solving abilities
Salesforce CRM software
Project management
Teamwork and collaboration
Microsoft office
Multitasking Abilities
Excellent communication
Decision-making
Client relationship management
Adaptability and flexibility
Timeline
ECommerce General VA
RS Ventures
01.2023 - 11.2024
eCommerce General VA
Loveli
01.2022 - 05.2023
Social Media Manager (Part-time)
The Meditation House
05.2021 - 06.2022
eCommerce Virtual Assistant
Mirror Maison
02.2021 - 05.2023
Audio transcriptionist
RSRS
10.2020 - 01.2021
Logistics Dispatcher
Brosa
06.2019 - 06.2020
Sales and Support (Part-time)
AdventureFree
06.2017 - 05.2018
Property Management Assistant
Roomrenters
10.2016 - 11.2018
eCommerce Virtual Assistant
The New Fare
04.2015 - 07.2017
Virtual Call Center Manager
Super Solar Solutions
03.2015 - 01.2018
Customer Service Supervisor
VroomVroomVroom
04.2011 - 07.2015
Patient Coordinator
Placidway Medical Tourism
02.2010 - 02.2011
Customer Service Associate
Convergys
07.2006 - 08.2010
Diploma - Compute Science
West Negros College
06.2000 - 04.2002
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