2023
Bachelor of Arts in English Studies
AMA University
More Info About Me
Customer Support VA | General VA | Data Entry Specialist | Lead Generation Specialist | Social Media Manager | E-commerce VA
Hello, I'm Michael.
Results-driven Virtual Assistant and Customer Support Professional with 9+ years of experience in customer service, content moderation, administrative support, and online business operations. Skilled in managing customer inquiries, email and calendar management, lead generation, data entry, social media support, and complaint resolution while maintaining high standards of accuracy and customer satisfaction.
Experienced in handling high-volume chat and email interactions, conducting online research, managing customer records, and supporting day-to-day business operations. Proficient in Google Workspace, Microsoft Office, CRM platforms, social media tools, and AI-powered productivity tools including ChatGPT.
Known for strong communication skills, attention to detail, organization, and the ability to manage multiple tasks efficiently in fast-paced remote environments. Passionate about helping business owners streamline operations, improve customer experience, and support business growth through reliable virtual assistance.
My areas of expertise include:
• Order Management and Order Processing
• Customer Support (Calls, Chat, and Email)
• Data Entry and Data Management
• Inventory Management
• Product Research
• CRM Management
• Complaint Resolution
• Online Research
• Administrative Support
• Lead Generation
• Social Media Management
• Facebook Advertising
• Shopify Product Listing and Product Upload
I am organized, dependable, and committed to delivering accurate and high-quality work. My goal is to help business owners save time, improve customer experience, and support business growth through reliable virtual assistance and e-commerce support.
My Skills and Competencies
Social Media Management
Data Entry
Customer Support (Chat & Email)
General Virtual Assistant
Order Management & Order Processing
Lead Generation
Certificates
My Experience and Education
2024
-
2026
SupportNinja
(CONTENT MODERATOR)
Reviewed and actioned 200+ reported accounts and content cases daily, identifying policy violations and enforcing appropriate moderation actions while maintaining a 95% quality score.
Investigated escalated content reports and account-related concerns, ensuring accurate documentation and compliance with platform guidelines.
Maintained detailed records of moderation decisions and case outcomes, supporting audit requirements and operational reporting.
Assisted team members with policy interpretation, workflow guidance, and quality standards, contributing to team performance and consistency.
2023
-
2023
Collective Solutions
(CUSTOMER SUPPORT REPRESENTATIVE (E-COMMERCE))
Assisted 50+ customers daily through chat support, handling order inquiries, order placement, delivery concerns, refunds, replacements, and account-related requests.
Resolved customer complaints and order-related issues while maintaining service quality standards and customer satisfaction.
Processed refund, replacement, and cancellation requests using CRM platforms, ensuring accurate documentation and timely resolution.
Maintained detailed customer records and case notes to support efficient follow-up and issue resolution.
2022
-
2023
TaskUs
(CONTENT MODERATOR)
Reviewed and moderated 1,500+ pieces of user-generated content per shift, identifying violations related to nudity, scams, hate speech, harassment, and other policy-sensitive content.
Maintained a 95% quality score while processing high-volume moderation queues in a fast-paced environment.
Performed content classification and data annotation tasks that supported AI model training and content review initiatives.
Assisted new team members with onboarding support, policy guidance, and quality expectations to ensure consistent moderation standards.
2018
-
2022
IntouchCX
(CUSTOMER SUPPORT REPRESENTATIVE (E-COMMERCE))
Assisted 50–70 customers daily through chat support, handling order tracking, delivery concerns, refunds, complaints, and account-related inquiries.
Managed up to three concurrent customer conversations while maintaining response time and service quality standards.
Investigated customer concerns and coordinated issue resolution, ensuring positive customer experiences and accurate documentation.
Maintained customer records and support cases using CRM tools, supporting efficient order management and follow-up activities.
2017
-
2018
Teleperformance
(CUSTOMER SUPPORT REPRESENTATIVE)
Assisted 20–30 customers per shift with travel bookings, itinerary changes, payment processing, cancellations, refunds, and account-related concerns.
Resolved customer inquiries and escalations while maintaining service quality standards and customer satisfaction targets.
Processed booking modifications and payment-related requests with accuracy and attention to detail.
Documented customer interactions and transaction records, ensuring compliance with company policies and operational procedures.
My Services
Social Media Management
Analyzing engagement data, identifying trends in customer interaction and planning digital campaigns to build community.
Data Entry
Search the Internet for information on a wide variety of topics.
Customer Service
Provide professional customer support through email, chat, and ticketing systems.
Lead Generation
Conducting online research to find potential customers, verify contact information, and generate qualified leads.