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Provided end-to-end administrative and virtual assistant support to a distributed real estate team, managing scheduling, correspondence, and daily operational coordination. Managed a CRM database of 1,000+ active leads and coordinated 20+ real estate transactions per month.

Managed 80–120 customer inquiries daily via written and social channels, maintaining organized case tracking and 90%+ SLA compliance. Investigated and documented account, billing, and service-related issues.

Performed high-volume data entry and auditing of beneficiary records in the SWDI system, maintaining strict accuracy and confidentiality standards. Reviewed field-collected documentation for completeness prior to system entry.

Managed customer reservations, inquiries, and occupancy reports, maintaining accurate records in a high-volume service environment. Supported daily administrative operations and email correspondence.

Coordinated resolution of 20+ escalated cases daily, documenting case details and providing guidance to support staff. Improved team resolution rates by 15% through coaching and process documentation.

Supported enterprise clients with SharePoint Online and OneDrive for Business account and access issues. Documented technical solutions and automated routine administrative tasks.

Managed 30–50 support tickets daily, maintaining 95%+ SLA compliance and detailed case documentation across multiple global accounts. Performed user account administration and access management.

Delivered 24/7 remote customer support, guiding clients through structured troubleshooting and documentation of warranty processes.

Supported customers with product setup and configuration, documenting resolutions using structured troubleshooting methods.

Graduated with a Bachelor of Science in Computer Science in December 2012.

Completed a 3-day Articulate English course in April 2016.