JILL NICOLE
ENGLISH-SPEAKING VA
Tech savvy Virtual Assistant with strong computer literacy, specializing in customer service, time management, and administrative support. Excited and ready to start handling tasks such as:
TOOLS
EQUIPMENT
Customer service, Administrative support, Data analysis
Jill can begin working with you right away! Want to learn more about her skills and experience? Click here to watch her video and see how she can help.
EMPLOYMENT SUMMARY
Jill has 1.8 years of Executive Assistant experience, gained through her roles supporting operations, reporting, scheduling, and client communication during her time at Majorel/Teleperformance. She previously worked as a WFM Scheduling Analyst, optimizing schedules, staffing, and workforce tools to ensure efficient coverage, and as a WFM Real Time Analyst, where she monitored agent adherence and provided timely operational reports. Jill also served as a Content Moderator, reviewing user-generated content for policy compliance, and earlier worked as a Sales Agent/CSR at iQor and a Customer Service Representative at Sutherland. She has completed insurance Onboarding, adding to her versatility and capability in handling specialized tasks. Across all roles, she has developed strong skills in administrative support, reporting, communication, stakeholder coordination, schedule management, and real-time operations support. She is highly adaptable, detail-oriented, and proficient in managing fast-paced tasks while maintaining accuracy.
EMPLOYMENT HISTORY
MAJOREL/TP
WFM Scheduling Analyst
FEB 2023 - FEB 2024
• Responsible to create/optimize schedules and maximize efficient utilization of resources through schedules that have been released/created in the most cost effective way i.e. holidays, voluntary time-offs, break planning.
• Workforce Management Tool optimization, proactively ensuring sufficient coverage at all times to deliver contractual requirements consistently.
MAJOREL/TP
WFM Real Time Analyst
JUN 2022 - FEB 2023
• Our responsibility is to monitor agent activities by monitoring their attendance, queues, and adherence.
• Sending an hourly, end of week and end of month reports for Operations visibility.
• Attending meetings with Clients discussing the performance of the account
MAJOREL/TP
Content Moderator
APR 2018 - JUN 2022
• We review and monitor user-generated content to look for messages and content that go against policy and/or community guidelines.
IQOR
Sales Agent/CSR
NOV 2017 - MAR 2018
• Handled incoming calls for customers who wants to place an order and helping them on tracking their replacement or any order concerns.
• Offering Ad-Ons like products related to what they ordered
SUTHERLAND
Customer Service Representative
NOV 2016 - MAR 2017
• Supporting Amazon retail customers by taking inbound calls, outbound calls, and chat.
• Processing and tracking of orders either new one, returns and replacements.
ASSESSMENT RESULTS
DISC PERSONALITY RESULT
Steadiness (S) - Dependable and patient. S-type VAs provide consistent support, build strong client relationships, and ensure smooth workflows.
Influence (I) - Charismatic and engaging. I-type VAs excel in client communication, networking, and keeping teams motivated.
EF ENGLISH TEST RESULT
Speaks clearly with generally good fluency. Uses a varied vocabulary and idiomatic expressions. Grammar is solid, with a mix of simple and complex structures. At times, may pause while formulating thoughts, but overall communication remains clear.
COMMON EUROPEAN FRAMEWORK OF REFERENCE FOR LANGUAGES (CEFR)
Can understand and use familiar everyday expressions and basic questions about personal details.
Can have very short social exchanges and give information on familiar and routine matters when traveling.
Can briefly describe past events and future plans, give reasons for opinions and explain advantages and disadvantages.
Can communicate confidently in a variety of academic and professional environments.
Can use the language flexibly and effectively for social, academic and professional purposes.
Can understand with ease virtually everything heard or read and can summarize information from different sources.
EDUCATION
AMA Computer Learning Center
Business and Office Administration Services
2012 - 2015
Certifications
Introduction to Personal Lines, Homeowners, Personal Auto, Dwelling, Umbrella, Excess & Umbrella Liability, Flood, Introduction to Commercial Lines, Commercial Auto, Property, Property: Advanced, Workers' Compensation, General Liability, Inland Marine, Personal Articles Floater, Cyber Liability Insurance, Ethics for Insurance, Workplace Communication Basics, Manager - Project Management 101, Manager - A Guide to Seeking and Giving Feedback, Manager - Leading Through Difficult Times, Information Security Onboarding, Business Communications, Business Owner Policy (BOP), Employee - Resolving Conflict with Coworkers, Employee Benefits, Employee - A Guide to Seeking and Receiving Feedback, Employee - Driving Your Career with a Growth Mindset, Employee - How to Handle Objections: Getting Customers to Say, "Yes", Employee - Customer Service Essentials, Employee - A Guide to Effective Meetings and Time Management, Employee - Difficult Conversations and Escalating Issues, A Guide to Effective Meetings and Time Management