Customer Service / Administrative Assistant / Virtual Assistant
EMMANUEL KAY
Rovago Logistic
5
Years of experience
1
Certification
A client focused and detail-oriented Customer Service Specialist and Virtual Assistant with 5+ years of experience delivering high-quality support across hospitality, real estate, and tech-driven environments. Proven ability to manage executive schedules, handle high-volume client interactions, and drive retention through targeted engagement strategies. Skilled in CRM platforms, administrative coordination, and multichannel communication. Adept at streamlining workflows, leading support teams, and turning client inquiries into lasting relationships. Seeking to bring operational excellence and a people-first approach to a dynamic and growing team.
Work History
Customer Service Specialist
1 Year 4 Months- Served as primary point of contact for inbound client inquiries on urgent issue resolution, ensuring fast and professional responses at all times
- Maintained a strong first-contact resolution rate by addressing complaints promptly and de-escalating time-sensitive situations calmly
- Managed high-volume professional email communication, ensuring timely and accurate responses at all times
- Maintained detailed records of all customer interactions and proactively flagged recurring issues to ownership/management, directly paralleling daily shift reporting for STR operations
- Used digital tools (HubSpot, Gmail, Google Sheets) to track cases, log outcomes, and produce operational summaries
- Remote
Virtual Assistant
1 Year 9 Months- Provided high level administrative and client support, handling scheduling, correspondence, CRM updates, and guest follow-ups.
- Coordinated across departments to maintain smooth communication and service delivery for both in-person and virtual client interactions.
- Implemented customer experience strategies that improved customer retention by 30% through a targeted loyalty program.
- Managed a team of customer service representatives, reducing average complaint resolution time from 48 hours to 24 hours through streamlined processes and digital tracking tools.
- Developed and monitored customer satisfaction KPIs, providing actionable insights that supported continuous improvement and training initiatives
- Elevated client experience by providing timely customer support via phone calls, emails, and live chat platforms.
- Coordinated virtual meetings via Zoom, prepared agendas, and ensured smooth meeting execution.
- Remote
Customer Service Specialist
1 Year 10 Months- Delivered high-quality customer support to guests via phone, email, and live chat, ensuring prompt and professional resolution of inquiries and service requests
- Maintained an 85% customer satisfaction rate by applying active listening, empathy, and problem-solving to enhance guest experiences.
- Supported management with daily reporting, performance tracking, and virtual coordination between teams.
- Streamlined digital communication processes, improving average response time by 25% and ensuring consistent follow-up with guests.
- Contributed to the development of new service scripts and communication guidelines, resulting in higher efficiency and improved guest engagement.
- Managed bookings, handled escalations, and coordinated with operations and reservations teams to ensure smooth service delivery.
- Hybrid
Education
Bachelor's - Business Administration
Graduated
Skills
Customer Support & CRM Management
Administrative Support & Document Preparation
Travel Arrangements & Calendar Management
Multitasking
Organization & Adaptability
Relationship Management & Client Acquisition
Microsoft Office
Excel Spreadsheets & Google Suite
Analytical Thinking & Performance Reporting
Process Improvement & Workflow Optimization
Multichannel Communication (Phone
Email
Live Chat)
Quality Assurance & KPI Monitoring
CRM Platforms: Salesforce
Zendesk
HubSpot
Zoho CRM
Freshdesk
Collaboration & Office Tools: Microsoft Office Suite
Google Suite
Excel Spreadsheets
Zoom
Slack
Communication Channels: Phone
Email
Live Chat
Virtual Meetings
Core Strengths: Verbal & Written Communication
Detail-Oriented
Analytical Thinking
Relationship Management
Process Improvement
Certification
- Udemy - Customer Service Management
- 2026
Timeline
Customer Service Specialist
Rovago Logistic
11.2024 - 03.2026Read More
Virtual Assistant
WaklyTek
11.2022 - 08.2024Read More
Customer Service Specialist
Presken Hotel
01.2021 - 11.2022Read More
Cole Superieurede Gestion et de Technologies
Bachelor's from Business Administration
Read More