As a Virtual Assistant with Independent Contractor, I supported SaaS and healthcare customer service workflows, resolving more than 50 tickets a day and maintaining a 95%+ CSAT. I also created 45+ knowledge-base articles and canned replies, and simulated SLA dashboards that helped identify process gaps.
For operations and compliance, I created a 50+ page Notion SOP wiki that reduced onboarding ramp time from 10 days to 6, and automated weekly KPI and compliance rollups in Google Sheets via Zapier. I also supported invoice reconciliation with finance teams and e-commerce catalog workflows, with a focus on accuracy and policy compliance.
