Paolo Salarde

About Paolo

I take care of your customers and keep your operations organized. Whether it's managing high-volume email and chat queues, de-escalating tough issues, or structuring your Google Drive files and project logs, I step in to make your day-to-day run smoothly. Industries & ToolsSectors: Financial/credit services, technical support, and real estate administrative support. Platforms: Salesforce, Zendesk, Intercom, Trello, Google Workspace, and AI tools for response drafting. How I Work RemotelyI’m fully equipped for remote work, self-driven, and highly reliable. I use daily task logs, clean folder structures, and proactive communication to keep projects moving forward without needing constant supervision.

Skills

Experience

• Virtual Assistant / Administrative Support Specialist — Mem Flipp Corp (July 2026 – September 2026) Managed email inbox workflows and organized structured Google Drive folder directories for New York real estate portfolios.
• Archived construction documents, contractor agreements, and expense master files to streamline administrative operations.
• Maintained daily work logs and project tracking systems for task coordination.
• Customer Service Representative — Reserve CreditCard by Directcard (April 2026 – July 2026) Handled 100–200 daily chat and email inquiries regarding credit card accounts across Salesforce, Zendesk, and Intercom while ensuring financial compliance.
• Maintained an 85–90% CSAT score and a high first-contact resolution rate.
• Kept supervisor escalation rates low through strong product knowledge and clear communication.
• Customer Service Representative – Subject Matter Expert — Virtual Staffing Solutions (October 2024 – March 2026) Resolved 90% of high-priority customer escalations within 24 hours.
• Mentored a team of 15+ associates, improving productivity by 20% and knowledge base accuracy by 12%.
• Managed team calendars, email coordination, and utilized AI tools to draft customer responses and internal documentation.
• De-escalated ~30 frustrated callers weekly while maintaining a 4.0/5.0 average CSAT score on financial account support.
• Technical Support Engineer — CallTek (February 2023 – October 2024) Handled 50+ daily technical inquiries via phone and chat with a 90% First Contact Resolution (FCR) rate.
• Maintained a 98% CSAT score across multi-channel support.
• Reduced average ticket handling time by 15% through streamlined troubleshooting frameworks.
• Authored 20+ response templates and knowledge base articles, cutting customer wait times by 2 minutes per interaction.