Profile Summary
Energetic bilingual virtual assistant with 5+ years supporting busy executives in US and APAC time zones. Expert in Zendesk, live chat, email management, scheduling, and workflow optimization. Known for proactive communication, accuracy, and empathy in customer support.
Experience
NovaSupport Solutions
Seattle, WA
Jan 2019 - Present
- Managed multi channel support for 100+ clients with 95% first response within 1 hour
- Reduced average resolution time by 30% through improved knowledge base and workflows
- Coordinated scheduling for executives across four time zones
BrightDesk Agency
San Francisco, CA
Jun 2016 - Dec 2018
- Handled calendar management for 6 managers, scheduled 200+ meetings per quarter
- Implemented CRM data cleanup improving lead tracking accuracy by 25%
- Created SOPs for email management and task automation
Skills
- Customer Support Tools: Zendesk, Freshdesk, Intercom
- Email and Calendar Management
- Data Entry and CRM (HubSpot, Salesforce)
- Multilingual: English, Mandarin
- Live Chat and Phone Support
- Time Zone Coordination
- Documentation and Basic Excel
Certifications
- Certified Administrative Professional (CAP)
- Zendesk Support Administrator Certification
- Google Workspace Certification
Education
- Bachelor of Arts in Communications, University of San Francisco, San Francisco, CA (2012 - 2016)