Faith. K

Recruitment Consultant – Team Lead | Customer Support | Scheduler

Firstheld Childcare Staffing Agency – Canada-Based Company • Full time

Sep 2023 - Present • 2 yrs 8 mos

As a Recruitment Consultant and Team Lead at Firstheld Childcare Staffing Agency a Canada-based staffing company specializing in childcare services, I play a central role in ensuring seamless staffing solutions for childcare centres while maintaining high standards of customer satisfaction and staff performance. My responsibilities include recruiting, vetting, onboarding, and managing childcare professionals, ensuring they meet regulatory, safety, and quality requirements. I conduct interviews, verify credentials, and match suitable candidates to client needs, focusing on reliability, professionalism, and skill alignment. In my Team Lead capacity, I coordinate daily operations, guide support staff, and provide leadership to ensure smooth workflow and timely service delivery. I handle escalations, mentor team members, and ensure adherence to company policies and service standards. As a Customer Support Specialist, I am the first point of contact for childcare centres and staff. I manage high volumes of calls, emails, and messages, responding promptly to shift requests, last-minute changes, cancellations, and emergencies. I prioritize clear communication, problem-solving, and relationship management to maintain long-term client trust. In my Scheduler role, I efficiently plan and allocate shifts based on staff availability, qualifications, location, and client requirements. I manage short-notice bookings, minimize staffing gaps, optimize shift coverage, and ensure compliance with labor and operational guidelines. Through strong organizational skills, attention to detail, and a customer-centric approach, I contribute to improved response times, reduced scheduling conflicts, and high client retention. My role demands multitasking, accuracy, discretion, and professionalism—skills I now bring to support clients globally through Fiverr.

Customer support specialist/service

Urban Ink Pros U.S.-Based Clothing Company • Part time

Aug 2024 - Feb 2025 • 6 mos

As a Customer Support Specialist at Urban Ink Pros, a U.S.-based clothing company, I was responsible for delivering high-quality customer service across multiple communication channels while supporting day-to-day e-commerce operations. I assisted customers with order placement, order tracking, shipping updates, exchanges, returns, and refunds, ensuring timely and accurate resolution of inquiries. I handled questions related to product details, sizing, availability, pricing, promotions, and delivery timelines, helping customers make informed purchasing decisions. A key part of my role involved managing customer inquiries via email, live chat, and social media messages, maintaining a professional, friendly, and solution-oriented tone aligned with the brand’s image. I ensured that all customer concerns were addressed promptly while meeting response time expectations for a U.S. market. I also resolved issues related to delayed shipments, incorrect orders, payment concerns, and damaged items, coordinating with internal teams such as fulfillment and management to ensure smooth resolutions and customer satisfaction. Throughout my role, I focused on building trust, reducing complaints, and improving the overall customer experience, contributing to customer retention and positive brand reputation. My experience strengthened my skills in communication, problem-solving, attention to detail, and handling high volumes of customer interactions in a fast-paced e-commerce environment. This role enhanced my ability to support online retail businesses with professional customer service, making me well-equipped to assist brands seeking reliable and customer-focused support solutions.

Virtual Personal Assistant/ Virtual assistant

Induvidual clients-US Based • Full time

Oct 2018 - Aug 2024 • 5 yrs 10 mos

I worked as a Virtual Personal Assistant for individual clients based in the United States, providing reliable, confidential, and highly organized administrative support over a long-term remote engagement. My core responsibilities included calendar and schedule management, ensuring meetings, appointments, and deadlines were accurately planned and prioritized. I sent timely reminders for important meetings, events, follow-ups, and due dates, helping clients stay organized and focused on their core responsibilities. I handled travel planning and coordination, including researching flights and accommodation options, organizing itineraries, tracking travel dates, and preparing reminders for bookings, check-ins, and documentation requirements. I ensured travel plans were smooth, efficient, and aligned with client preferences. In addition, I provided general personal and administrative support, such as managing emails, organizing digital files, scheduling virtual meetings across different time zones, and handling task tracking to ensure nothing was missed. I maintained strict confidentiality and professionalism while supporting both personal and business-related tasks. Working virtually for several years strengthened my ability to operate independently, communicate clearly, manage multiple priorities, and adapt to changing schedules. My long-term support contributed to improved productivity, reduced missed deadlines, and stress-free daily operations for my clients. This role demonstrates my commitment, trustworthiness, and ability to function as a dependable remote Personal Assistant for busy professionals.