- Coordinated and managed student–tutor scheduling by aligning academic needs, availability, and tutor expertise, ensuring efficient and accurate placements. - Owned and tracked the full client onboarding lifecycle, ensuring all required documentation, data, and communications are completed accurately and on time. - Provided direct administrative support to leadership and the admin team, including drafting emails, preparing onboarding materials, and maintaining internal records. - Assisted with general administrative and operational tasks related to business processes and online presence in a fully remote environment.

- Led and supported a remote team of customer service agents, ensuring consistent delivery of high-quality support and adherence to company standards. - Conducted coaching sessions, performance evaluations, and continuous learning initiatives to improve agent effectiveness and engagement. - Monitored performance metrics (KPIs) and implemented improvement plans to maintain high customer satisfaction and resolution rates. - Acted as an escalation point for complex or sensitive customer issues, ensuring timely and professional resolution.

- Delivered remote customer support across multiple channels, resolving issues related to streaming content, devices, billing, and account history. - Maintained high customer satisfaction through effective troubleshooting, clear communication, and attention to detail. - Consistently met or exceeded performance metrics related to quality, productivity, and customer experience. - Documented customer interactions accurately to support reporting.

- Supported seafreight import operations, including quoting, billing, and reviewing shipping and customs documentation. - Coordinated local delivery arrangements and communicated with carriers, warehouses, and internal teams. - Reviewed documentation for accuracy and compliance to prevent delays and unnecessary costs. - Proactively mitigated storage and transportation fees for clients during COVID-19 disruptions through effective coordination and problem-solving.

- Provided administrative and operational support for a government-funded development project supporting coffee producers. - Assisted with project coordination, scheduling, and stakeholder communication. - Created project management and progress reports, including activity tracking and performance summaries. Supported data collection, documentation, and compliance reporting for government entities.

- Managed administrative and accounting documentation, ensuring accurate recordkeeping and organization. - Performed data entry and digitized contracts to improve document accessibility and workflow efficiency. - Translated meeting agendas and internal documents for bilingual teams, supporting effective communication. - Assisted with daily office operations and administrative support tasks.