Smile O. - VIRTUAL ASSISTANT || CUSTOMER SUPPORT || SOFTWARE ENGINEER

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VIRTUAL ASSISTANT || CUSTOMER SUPPORT || SOFTWARE ENGINEER

Customer Support Specialist | Multi-Channel Support & Client Relations Expert I'm a dedicated customer support professional with over 3 years of experience delivering fast, friendly, and effective service across phone, email, WhatsApp, live chat, and website platforms. I've built my career around one core belief: every customer interaction is a chance to build trust and loyalty — and I bring that mindset to every conversation, every ticket, and every call. At Thiancee, I managed a high volume of customer orders and inquiries daily, coordinating with delivery teams to resolve issues in real time, handling complaints with empathy and professionalism, and keeping customers informed every step of the way — from order placement to successful delivery. I've resolved complaints over incorrect, delayed, or missing orders, verified customer details to minimize errors, and consistently maintained accuracy while juggling multiple communication channels at once. As a Quality Assurance Engineer, I took customer advocacy even further — working directly with customers to reproduce and resolve reported issues, explaining technical problems in plain, simple language, and following up to confirm their concerns were genuinely solved, not just closed. I know how to manage expectations, de-escalate frustration, and turn a negative experience into a positive one. I also bring a technical edge that sets me apart: as a Backend Engineer, I troubleshoot application issues, test features before release, and translate customer feedback into real product fixes — meaning I don't just relay problems; I understand them deeply and help solve them at the root. Core Customer Support Strengths: * Multi-channel support (Phone, Email, WhatsApp, Live Chat, Website) * Order management, delivery coordination & dispatch tracking * Complaint resolution & conflict de-escalation * Active listening, empathy & relationship-building * CRM management & accurate record-keeping * Technical troubleshooting & software support * Fast, clear communication under pressure * Process improvement & customer feedback analysis Additional Technical Skills: Java, C#, JavaScript, SQL/PostgreSQL, REST APIs, Git/GitHub, Docker, Microsoft Office Suite If you need someone who can represent your brand with warmth, resolve issues quickly, and keep customers coming back, I'm ready to bring that dedication to your team.

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Hire Smile for: VA for Marketing Agencies, VA for Influencers, VA for E-commerce, VA for SaaS, VA for Retail