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Operations Manager/ Writer
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Competencies
Demonstrated experience with Strong Communication.
Demonstrated experience with Time Management.
Demonstrated experience with Customer Experience Specialist.
Demonstrated experience with Problem-solving.
Demonstrated experience with Empathic Listening.
Education
Languages
Summary
Operations Manager/ Writer open to new opportunities
Experience
Operations Manager/ Writer
Managed the day-to-day operations of the online media platform, ensuring smooth and efficient content production and publishing processes.. Ensured published content was professional, well-structured, reader-friendly, and aligned with the company’s brand.. Coordinated the planning, development, editing, and timely publication of news and media content on the company’s WordPress website.. Monitored current news and trending topics to identify timely and relevant stories for publication.. Researched and wrote engaging news articles and updates covering relevant local and international events and trends.. Monitored website and content performance to identify opportunities for improved audience engagement and reach.. Worked closely with the media/content team to streamline workflows and maintain efficient day-to-day operations.
Customer Support Representative/ Cold Caller / Appointment Setter
Resolved customer complaints by identifying issues, troubleshooting, and providing effective solutions.. Maintained accurate customer records and interaction notes using CRM systems.. Documented customer interactions, maintaining detailed records to track issues, follow-up, and feedback.. Conducted 100 outbound cold calls daily to prospective customers and clients, consistently meeting or exceeding daily and weekly KPI targets.. Assisted in managing returns, refunds, and exchanges efficiently, ensuring compliance with company policies.. Delivered customer service to a diverse customer base, handling 100+ inquiries per day through phone calls, email, and live chat.. Improved customer satisfaction by handling sensitive situations with patience and professionalism.. Collaborated with the technical support team to resolve complex issues and escalate as needed to ensure timely resolution.. Executed multi-channel follow-up campaigns via phone, email, and SMS to re-engage cold and warm leads.
Lead Customer Service Representative & Operations Manager
Led and supervised customer service operations, ensuring timely, professional, and effective resolution of customer inquiries and concerns.. Monitored team performance, provided coaching and guidance, and supported staff in achieving customer service targets and operational goals.. Managed customer escalations and complex complaints while maintaining high standards of customer satisfaction and service quality via live chat, phone calls & emails.. Coordinated daily business operations to ensure smooth workflow, efficient processes, and consistent service delivery.. Collaborated with internal teams to resolve customer-related issues and improve overall operational efficiency.. Trained and onboarded team members on customer service procedures, communication standards, and operational processes.. Prepared reports and performance updates, providing insights to support informed business and operational decisions.
Administrative Assistant
Provided administrative and operational support to management and team members, helping maintain efficient daily operations.. Coordinated communication between internal departments and external clients to ensure smooth workflow and timely follow-up.. Managed correspondence, scheduling, meeting coordination, and calendar activities while maintaining professional communication.. Maintained accurate digital and physical records, supported data entry and database updates, and ensured information was organized and accessible.