Position: Virtual assistance in site customization
Category: Other
English level: upper
Years of experience: 5


Template Monster | February 2016  - July 2020
•Worked with team to reach goal of 90% customer satisfaction.
•Managed support team with five support representatives.
•Implemented training initiatives for new hires.
•Tracked KPIs and created continuous improvement plans.
•Established team priorities, maintained schedules and monitored performance.
•Directed training and retraining of employees to boost performance and enhance business results.
•Evaluated employee performance on weekly basis and conveyed constructive feedback to improve skills.
•Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
•Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
•Worked with team members to address escalated issues via phone, online chat and ticket support.
•Gathered requirements, defined scopes, for future software development roadmap.
•Coordinated development, testing and release of platform software upgrades.
•Managed all communications between clients, stakeholders and in-house software development team.



Virtual assistance in site customization
Freelance  | February 2022 - Present
•Trouble-shooting and tracking issues
•Creating from Figma into working pages within our Wordpress installs
•Working directly with Project Managers for creating and maintaining project schedule
•Implements designed layout with attention to details such as style and size of type, photographs, graphics, animation, etc. for the web and various other media
•Ensures cross browser compatibility
•Good understanding of technology &amp; IT Systems
•Experience in product support
•Experience in all basic side editors (elementor, divi, jet plugins, gutenberg)
•Strong communication, organization, and interpersonal skills
•Strong PC skills and a desire to learn new technologies
•Work experience in technology, support operations, site maintenance 
•High-energy, positive teammate that works well with your colleagues