Anna Mikaela Tigolo Virtual Assistant | Customer Support Specialist | Remote

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Customer Support Representative

Tytan Links

Aug 2024 - Jun 2025 (11 months)

As a Customer Support Representative in the self-storage industry, I served as the first point of contact for customers seeking storage solutions, account support, and facility information. I provided knowledgeable, compassionate service to ensure each interaction left a positive impression, whether assisting with unit reservations, billing issues, or move-in logistics. 💼 Key Responsibilities: - Assisted customers with unit availability, reservations, payments, and account management across phone, email, and chat. - Resolved concerns related to billing discrepancies, access issues, and lease terms with a focus on clarity and fairness. - Maintained accurate records and notes within storage-specific CRM and property management platforms. -

Senior Customer Advocate

Boldr

Oct 2023 - May 2024 (8 months)

As a Senior Customer Advocate, I was responsible for providing exceptional support to customers, ensuring their needs were met and issues resolved promptly. I developed strong relationships with clients, facilitating effective communication and feedback loops to enhance service delivery. Additionally, we utilized ServiceTitan CRM to centralize customer data, which improved our ability to track interactions and tailor our services to meet individual customer needs, ultimately leading to higher satisfaction and retention rates.

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AI Support

VOICEplug AI

Feb 2023 - Aug 2023 (7 months)

As an AI Support specialist, I was responsible for providing exceptional customer service and technical assistance to users, ensuring their inquiries were addressed promptly and effectively. I managed various support channels, including email and chat, to resolve issues and enhance user satisfaction. Additionally, I handled all inbound calls, ensuring that customer concerns were addressed in a timely manner. I utilized CRM tools to manage customer information and orders, which streamlined our processes and improved overall service delivery. Furthermore, I employed Asana and Jira for compiling tickets and bugs from our system, facilitating effective internal communications across departments via Slack, which contributed to a more cohesive su

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Customer Care Representative

Airbnb Client Confidential

Jan 2023 - Mar 2023 (3 months)

- Managed guest messaging and booking issues via Airbnb, ensuring a seamless experience for all users. - Maintained an impressive 1-hour average response time, demonstrating commitment to customer satisfaction. - Utilized Google Workspace tools to enhance communication and collaboration, which contributed to providing exceptional support to all guests. - Employed Microsoft Excel to collect and analyze data, identifying common call drivers to minimize call times and improve efficiency. - Conducted outbound calls to check on customer satisfaction and ensure that all issues were resolved, further enhancing the overall guest experience.

AI Operator

Online Helpers

Jun 2022 - Jan 2023 (8 months)

Supervised and took orders from drive-thrus, ensuring a seamless customer experience while collecting accurate data to feed the AI. Additionally, utilized CRM tools to manage customer data and interactions across sales, marketing, and customer service, fostering customer loyalty and driving growth. Furthermore, employed internal communications strategies through Slack to facilitate collaboration across departments, and utilized Jira for tracking and managing project tickets and bugs, ensuring that all teams were aligned and informed throughout the process. Leveraged Microsoft Excel to navigate and simplify data compilation related to AI issues or bugs that needed prioritization, enhancing our ability to address customer concerns effectively

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Customer Support Specialist

Airbnb Client Confidential

May 2022 - Jul 2022 (3 months)

- Supported multiple properties by efficiently handling early check-in and amenities requests, ensuring a smooth experience for guests. - Logged recurring concerns for host follow-up, facilitating timely resolutions and enhancing overall service quality. - Utilized Google Workspace tools to improve communication and collaboration within the team, which significantly contributed to providing exceptional support to all guests. - Managed guest messaging and booking issues via Airbnb, maintaining an impressive 1-hour average response time and demonstrating a strong commitment to customer satisfaction. - Leveraged Microsoft Excel for data analysis to track guest feedback and improve service delivery, ensuring a data-driven approach to custome

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Customer Support Representative

Airbnb Client Confidential

Oct 2021 - Dec 2021 (3 months)

- Resolved escalated and emergency concerns not covered in FAQs, ensuring that all guest issues were addressed promptly and effectively. - Ensured high guest ratings via responsive support, maintaining an impressive 1-hour average response time that demonstrated a commitment to customer satisfaction. - Managed guest messaging and booking issues via Airbnb, ensuring a seamless experience for all users. - Utilized Google Workspace tools to enhance communication and collaboration, which contributed to providing exceptional support to all guests. - Employed Microsoft Excel to collect and analyze data, identifying call drivers during guests' stays, which helped minimize recurring issues and improve overall service quality. - Implemented effec

Documentation Specialist

HealthyBOS

Oct 2021 - Sep 2022 (1 year)

As a Documentation Specialist, I began my journey with the company as a Medical Biller, ensuring that patient documents were accurate and complete. My role involved meticulous attention to detail and a commitment to maintaining high standards in documentation. Additionally, I utilized CRM tools to create a unified and accessible repository for customer information, which streamlined documentation management and enabled better collaboration. This approach not only improved data analysis for enhanced content quality but also facilitated personalized communication with customers, ultimately contributing to the consistency and reliability of our documentation efforts. Furthermore, I employed Microsoft Excel to track authorized documents for eac

Customer Service Representative

Afni INC

Jun 2020 - Sep 2021 (1 year 4 months)

Worked as a Mobile App Support representative, responding to and handling customer emails efficiently. Utilized Zendesk as a primary tool to manage and resolve all queries that needed to be addressed. Additionally, provided omni-channel support, assisting members with their queries across various forms of communication, which enhanced customer satisfaction and engagement beyond just email interactions. Furthermore, I applied data entry skills to compile essential information that contributed to the improvement of the customer service department, while also managing calls, chats, and emails to ensure a better resolution time for customer inquiries.

Customer Service Representative

Alorica

Jun 2017 - Jan 2019 (1 year 8 months)

I worked as a customer service representative in this company for over a year, assisting customers with their cellular phone issues through inbound and outbound calls, as well as through chat. With two years of experience, I developed basic troubleshooting skills and helped customers with inquiries about their bill and account information. Additionally, I utilized CRM tools to centralize customer data, which enabled personalized interactions and efficient service. This proficiency allowed me to provide a complete view of customer history, preferences, and interactions, empowering me to deliver consistent, targeted, and timely support, ultimately increasing customer satisfaction and loyalty.

Anna Mikaela Tigolo

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