Work Online

I act as the dedicated virtual assistant on an international client account, and I train and manage the VAs who run the other accounts.

- Own day to day delivery and communication for an international client
- Train and manage virtual assistants, covering onboarding, quality and escalation
- Wrote the onboarding SOPs and role play scripts used to train a 22 person team
- Built an AI voice simulat

Main point of contact for international client accounts, running day to day delivery.

- Onboarded 15 to 20 international clients, from the first call through to a working setup
- Managed dedicated VAs and small teams assigned to individual client projects
- Handled client communication across several time zones

Ran the technical support desk and the people on it.

- Set and held the team to a five minute maximum first response standard
- Handled escalations and coordinated with developers on issues support could not close alone
- Supported international client accounts across several time zones

First response on the technical support desk for international client accounts.

- Handled live chat and email support in Intercom and tawk.to
- Worked to a five minute maximum first response standard
- Troubleshot product and platform issues, escalating to developers when needed

Built and ran paid social campaigns for client accounts. First role at the company.

- Generated over 2.4M FCFA in tracked results across client projects
- Took a language centre from unpredictable sign-ups to 326K FCFA in its first week, using ads plus a lead follow-up system
- Handled campaign setup, audience targeting, creative testing and reporting