Victoria Kury Support Manager, Virtual Assistant, Translator, LinkedIn & B2B

Information Technology Support Analyst

Truelogic Software

May 2022 - Mar 2023 (11 months)

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Customer Service Specialist

ASVAB IQ+

Nov 2020 - Jun 2021 (8 months)

-Appropriately completed clerical and internal systems steps and procedures when processing customer requests. -Followed up with clients and other team members to ensure resolution to clients' requests. -Handled a High Volume of instant messages on multiple platforms at a time(5).

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Billing / Financial Analyst

Map My Customers

Jun 2020 - Aug 2020 (3 months)

- Started the billing department from scratch. - In charge of processing payments, refunds, cancellations, disputes, and sending receipts or invoices. - Created Monthly reports for MRR, Cancellations vs Saves, Refunds, and Disputes.

Customer Support Team Lead

Map My Customers

Nov 2019 - May 2020 (7 months)

- Built Customer Support Guidelines and Conversation Flow. - Created a Cancellations process and decreased churn considerably in small teams subscriptions. - Monitored, Evaluated, and provided constant feedback to agents. - Worked together with Product about new updates and reported issues from customers.

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Customer Support Specialist

Map My Customers

Jul 2019 - Oct 2019 (4 months)

- Ensured customer satisfaction and provide professional customer support. - Ability to stay calm when customers were stressed or upset. - Communicating with customers through Intercom, Email, and Phone. - Acknowledged and resolved customer complaints in a timely manner.

Customer Support / Lead Generation Specialist / Virtual Assistant

Upwork

Apr 2019 - Mar 2023 (4 years)

-Initiated contact with prospects and conducted follow-up calls to garner information and qualify leads. -Cold called prospective customers to determine product or service needs, ascertain timelines and identify decision-makers. -Built prospect lists of potential new customers through research and identification of business opportunities.

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Official Translator and Social Media Assistant

NoLeadFines

Apr 2019 - Jan 2021 (1 year 10 months)

-Translated from English to Spanish 4 websites and related documents. -Continuously tested the website's user and admin environment and shared feedback. -Posted informational videos and pictures on Social Media about the service offered.

Quality Assurance Specialist

Zero Variance

May 2018 - Jan 2019 (9 months)

- Evaluated calls for Collections representatives from three different sites (Countries), fulfilling daily, weekly and monthly goals. - Be part of bi-weekly calibrations to improve our feedback and evaluating process. - Completed special projects to report agents NPS, Alerts and Call Dispositions.

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Retention Specialist

Nov 2017 - Mar 2019 (1 year 5 months)

- Developed aggressive retention strategies based on customer feedback. - Negotiated with customers to renew their subscriptions and retain services. - Ability to remain calm and professional in stressful situations. - Achieved the retention and up-sells goals.

Sales Specialist / Customer Service Agent /Quality Analyst Support

Alorica

Feb 2016 - Aug 2017 (1 year 7 months)

- Achieved daily, weekly and monthly goals as a Sales Specialist by engaging and persuading customers with accurate information about the product. - Guided and educated customers about their billing concerns and issues without exceeding my AHT. - QA Site top performer for over 5 months consecutively. - Gave QA Support and learned how to evaluate and give the right feedback to each of the agent's calls.

Customer Service Representative / Technical Support

Convergys

Jan 2015 - Nov 2015 (11 months)

- Talking to customers through a series of actions to resolve a problem. - Troubleshoot technical issues. - Provided floor support to my peers when needed. - Provided support in the form of procedural documentation.

Victoria Kury

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