Experienced customer service and virtual support professional with 10 years of BPO experience across various leadership and support roles, including Subject Matter Expert (SME), Point of Contact (POC), and Credit and Collections Manager. Proven ability to handle customer concerns, manage teams, resolve complex issues, and maintain high-quality service standards.
With 2 years of Virtual Assistant experience, I have supported clients in cold calling, real estate social media management, and pre-litigation paralegal work. I am highly organized, detail-oriented, adaptable, and capable of working independently in fast-paced remote environments.
Work Experience
BPO Industry – 10 Years
Subject Matter Expert (SME)
Point of Contact (POC)
Credit and Collections Manager
Customer Service and Team Support
Handled escalations, account concerns, and complex customer issues
Assisted with team performance, coaching, and process improvement
Virtual Assistant – 2 Years
Cold Calling: Conducted outbound calls, lead follow-ups, and client communications.
Real Estate Social Media Manager: Managed social media content, engagement, and online presence for real estate clients.
Pre-Litigation Paralegal: Assisted with case preparation, client communication, document organization, research, and administrative support for pre-litigation matters.
Core Skills
Customer Service & Client Relations
Team Leadership & Support
Cold Calling & Lead Generation
Real Estate Administrative Support
Social Media Management
Pre-Litigation Administrative Support
Case & Document Management
Problem Solving & Escalation Handling
Time Management & Organization
Remote Work & Virtual Assistance
Experience: 5 - 10 years
Experience: 1 - 2 years
“For years, I maxed out my hours, got burnt out, and the quality of my work would start to go down. I decided to take the leap, hire correctly, and now it frees up my time to focus on growing the business.”
Tyler Gies
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