NEREUS KAZAULA
Palatine ,Country
Summary
With three years of hands-on experience in providing high-quality virtual support and customer service, coupled with a strong academic background in Banking and Finance, I am confident in my ability to contribute effectively to your team.
In my most recent role as a freelance Virtual Assistant, I successfully supported multiple clients by managing schedules, handling email communications, conducting research, and maintaining financial records. My ability to stay organized, work independently, and meet deadlines has consistently received positive feedback from clients. Prior to that, I worked as a Customer Service Representative, where I developed strong communication and problem-solving skills while resolving customer issues and maintaining a 95% satisfaction rate.
My academic background in Banking and Finance has enhanced my analytical and financial reporting skills, which I frequently apply when assisting clients with budgeting, invoicing, and record-keeping tasks. I am proficient in tools such as Google Workspace, Microsoft Office, QuickBooks, Trello, and various CRM platforms like HubSpot and Salesforce.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Live Chat Agent
Uline
02.2024 - 01.2025
- Responded to customer inquiries and provided accurate information about products and services via live chat.
- Monitored customer conversations and provided timely, knowledgeable assistance.
- Resolved customer complaints by identifying problems, suggesting solutions and implementing corrective action.
- Developed exemplary writing skills through continued correspondence with upwards of Number customers per day.
- Researched customer inquiries to provide accurate and up-to-date information.
- Handled inbound customer chat conversations from various websites.
- Trained new team members on live chat procedures and customer service protocols.
- Assisted customers with order placement, product returns and order tracking.
- Documented all customer information accurately in computer system, providing dated notes for future reference.
- Worked closely with each customer to carefully resolve issues within timely fashion.
- Assisted department with email-based and phone support when call center was busy or short-staffed.
- Remedied issues quickly and within parameters of company-mandated policies and procedures.
- Assisted team leader with coaching and mentoring of new employees.
- Cultivated relationships with new customers and maintained good partnerships with existing clients.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues through live chat support.
- Increased sales conversions with persuasive product recommendations tailored to individual customer needs.
- Successfully de-escalated tense situations with frustrated customers by demonstrating patience, empathy, and a solution-oriented approach.
Virtual Assistant
Lyft Inc
01.2022 - 06.2023
- Supported clients with scheduling, email correspondence, and daily administrative tasks.
- Managed customer inquiries via email and live chat, maintaining a 95% satisfaction rating.
- Assisted with data entry and financial record-keeping using Excel and QuickBooks.
- Conducted market research and created reports for business decision-making.
- Utilized Trello and Asana for task tracking and workflow management.
Customer Service Representative
CVS Pharmacy
01.2020 - 12.2021
- Handled inbound and outbound customer service calls, resolving issues efficiently.
- Tracked customer interactions in CRM systems, and followed up on service requests.
- Trained in conflict resolution and maintaining a professional, friendly tone under pressure.
- Collaborated with the finance team for billing and payment-related inquiries.
Education
Bachelor of Science - Banking And Finance
Brigham Young University
Provo, UT01.2017
Skills
- Virtual assistance
- Customer service support
- Calendar and email management
- Data entry and database management
- CRM tools (eg, HubSpot, Salesforce)
- Microsoft Office and Google Workspace
- Time management and organization
- Communication and problem-solving
- Financial reporting and invoicing
- Tools: Microsoft Office, Google Workspace, Trello, Asana, Slack, Zoom
- CRMs: Salesforce, HubSpot, and Zoho CRM
- Finance tools: QuickBooks, Excel (advanced)
- Communication: LiveChat, Zendesk, Intercom
- Security PrinciplesBusiness Continuity (BC), Disaster Recovery (DR) & Incident Response ConceptsAccess Controls ConceptsNetwork SecuritySecurity Operations
Certification
- Virtual Assistant Training Program [ Alison ]
- Customer Service Fundamentals from Coursera
- Excel for Finance Professionals
- Certified in Cybersecurity (CC) from ISC2
LANGUAGES
English (Fluent)
Full Professional
Swahili
Professional Working
Timeline
Live Chat Agent
Uline
02.2024 - 01.2025
Virtual Assistant
Lyft Inc
01.2022 - 06.2023
Customer Service Representative
CVS Pharmacy
01.2020 - 12.2021
Bachelor of Science - Banking And Finance
Brigham Young University
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