Paolo S. - Virtual Assistant | Customer Service

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Virtual Assistant | Customer Service

I'm Paolo, a Customer Service Representative with 4+ years of experience across financial, technical, and general support — including phone, chat, email, and live troubleshooting. I consistently maintain CSAT scores in the 85-90% range and keep escalation rates low by communicating clearly, staying patient under pressure, and resolving issues promptly the first time around. Here's what I bring to your team: Proven track record — Former Subject Matter Expert who mentored 15+ junior associates, improved team accuracy through better documentation, and was regularly trusted to handle escalated or sensitive cases that required extra care and judgment. CRM fluency — Comfortable across Salesforce, Zendesk, Intercom, and Trello, so onboarding to your systems is fast, and I can start contributing meaningfully within the first week rather than spending a month getting up to speed. Financial & technical range — Experience handling everything from credit card inquiries and billing disputes to software/hardware troubleshooting, so I adapt quickly to your product, your policies, and the specific pain points your customers tend to run into. Operations support — Beyond frontline support, I've managed team calendars, handled email correspondence, and used AI tools to streamline documentation and response drafting, saving time without sacrificing quality or consistency. Remote-ready — Successfully worked fully remote for a U.S.-based company, so time zones, async communication, and independent problem-solving aren't a concern — I'm used to managing my own workload with minimal oversight. I don't just answer tickets — I look for patterns, fix root causes, and document solutions so your team gets faster and more efficient over time instead of solving the same problem repeatedly. I take ownership of issues until they're actually resolved, not just closed. If you need someone reliable, detail-oriented, and easy to communicate with — someone who treats every customer interaction as a chance to build trust — let's talk.

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Hire Paolo for: VA for SaaS, VA for E-commerce, VA for Retail, VA for Insurance, VA for Healthcare