Phoebe Jane Andaya Virtual Assistant and Customer Support Specialist

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E-Commerce Chat Support Specialist VA

Ecom Authority

Aug 2024 - Jan 2025 (6 months)

• Provided updates on current inventory levels, new shipments, and inventory status at fulfillment centers by coordinating with other departments. • Coordinated with other departments to help resolve issues like discrepancies or delays in inventory supply by raising issues to proper channels. • Answered questions regarding fulfillment and storage fees.
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Insurance Virtual Assistant

InsBoss USA

Mar 2023 - May 2024 (1 year 3 months)

• Managed inbound and outbound client communications, resolving 50+ inquiries daily via email and chat with a 95% satisfaction rating. • Processed policy payments and sent payment due notifications for client premiums, reducing late payments by 20%. • Utilized CRM tools to track client interactions and streamline administrative tasks, improving response times by 15%.
Escalations Support

TaskUs

Aug 2021 - Feb 2023 (1 year 7 months)

• Handled 30+ daily call transfers from Tier 1 agents, resolving complex issues related to food deliveries, payment disputes, and data breaches. • Supported customer service agents by approving overrides and providing supervisor assistance, reducing escalation times by 25%. • Collaborated with cross-functional teams to address customer concerns, achieving a 90% resolution rate for escalated cases.
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Consumer Support

Pacificall Inc

Mar 2021 - Aug 2021 (6 months)

• Managed a high volume of customer calls and emails, maintaining minimal wait times and resolving 85% of inquiries on first contact. • Provided step-by-step technical assistance to customers, guiding them through troubleshooting with clear communication. • Escalated major issues to supervisors promptly, ensuring compliance with company protocols.

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Phoebe Jane Andaya

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