The General VA (GVA)

That one person that you can lean on to help you, day to day, more so than any other employee. They are true time savers! If you don’t have one on board in your business yet –

get one now!

ROLE: GENERAL VIRTUAL ASSISTANT

(GVA)

WHAT WE DO

Email & Schedule Management Tasks

One of the biggest time wasting things you do is check your email. Working with your VA to handle your email, as well as things like your calendar is essential to becoming more productive in your business.

Filtering Emails / Wanted and Unwanted Promotional Emails.

Check company Spam Folder once a day to find and retrieve non-spam

Database Building

Enter new customers or orders into CRM

Answering Customer Service

Emails /Tickets

Sending of Greetings eCards,

Event Invitations, etc.

Reminder Services

Check Emails Regularly

Utilize templated email responses for all common email Inquiries

Updating Contacts in CRM
Encode meeting notes into CRM
Review all new contacts daily and delete any spam emails
Review new contacts and capitalize the first letter of names
Ensure all mobile phone numbers are properly formatted for SMS
Remove subscribers from your list that requested to be removed
Find emails perpetually hard bouncing, call/SMS to get a new email
If a mail is returned to sender, call/SMS to get a new postal address

Go through CRM to find leads that are slipping away and alert manager
After meetings, ask manager for notes and outcome and update CRM
If required, create new customers lists for future marketing campaigns
Work with team members to prepare labels for mail outs
Send a weekly report to your manager with numbers of new leads
Work with manager to discuss what activities could be automated
When trained, work with manager to plan and build auto-responders

Calendar Management

Schedule meetings (online and in person)
If the meeting is off-site, block the travel time and link to map
✓ Reconfirm meetings 24 hours prior to the appointment
Book travel and accommodation and enter travel dates
Book Restaurants and enter in calendar
Put staff birthdays in calendar and add an auto reminder

Project Management

Encode all new tasks into Project Management system (Asana/Teamwork/Trello/Planner)
Check Tasks daily and update status
Oversee manager’s task list and keep it updated
Project Management Between You and your Team members

Customer Service

Answer incoming phone calls and assist with enquiries
Check company voicemail 3-4 times per day and call back or forward to manager
Make outbound phone calls to leads and customers
Check messages from all social media and reply or forward to manager
Chat Support
Personally thank everyone who left a review
Send clients Happy Birthday messages

Systems

Add training links to each item in mind map
Create a system in Google Sites and Sharepoint for every new task
Document each system in Google Sites-from training videos provided by the principal
Create a 1 page flowchart from each system

Attend meetings with manager and take meeting minutes
Organize Google Drive, Ensure files added are correctly labeled
Review feedback forms and summarise key findings
Organise gifts or hampers to be sent to VIP clients
Prepare and send all invoices
Follow up all outstanding invoices and ask for payment
Assist manager with the onboarding of new customers
Training Tasks
Transcription of Video and Audio Files
Preparing Online Meeting Minutes
Report Creation
Forms Creation
Document Template Creation
Receptionist Duties
Voicemail Checking, Sending Client Invoices
Purchase gifts for staff, customers, family or friends
Preparation of Training Materials
Training of New Virtual Assistants
Deadline / Deliverables Tracking

Being organized is a key to being productive. Your VA can help you systematize and put processes in place to help your business become more organized.

Google Drive and Sharepoint Organization
Data Entry
Database Building
Creating / Managing Spreadsheets
Preparing PowerPoint / Keynote Presentations
PDF Conversion, Splitting and Merging

Resize and crop photos before uploading to social media
Research and document ideas for future social media content
Use social media scheduling tool to save time (personal and company pages)
Using templates to reply to social media comments or DMs
Using templates to comment on posts

Send Happy Birthday messages to friends on Facebook
Create Facebook Group
Manage Facebook Group
Check Facebook Groups and look for posts to engage with
Promoting Facebook Pages

Creating a Twitter Account
Managing and Increasing Your Twitter Following
Schedule Tweets and Track Mentions and Hashtags
Create and Manage YouTube Account
Upload Videos on YouTube

Moderating YouTube Comments
Create and Manage LinkedIn Account / Profile
LinkedIn Outreach. Use templates to connect and engage with your avatar
Accepting or declining LinkedIn connection requests
Update and then maintain LinkedIn Page

Add new content to website (provided by principal or copywriter)
Add new blogs, videos, posts and pages to website
Blog Publishing Management
Moderating Blog Comments
Adding Tags & Images to Blog Posts
Ensure all images on the website are optimised for size and SEO
Test website on various devices and make a list of all the errors
Run a speed test on the website and make a list of issues to fix
Work with website developer to manage and fix all the errors
Use tools like YOAST to fix all titles and descriptions for SEO
Use tech tools to find, fix or redirect all dead website pages

Increase the number of backlinks to company website
Update to the latest WordPress version and manage plug-ins
Set up Google Tag Manager and ensure desired tracking is working
Review Google Analytics, gather insights and report key findings
Set up Google Goals to discover the conversion rate of key pages
Install HotJar on your website, review results and report findings
Work with manager to create and update your website’s FAQs page
Review support emails monthly to suggest possible website changes
Review new testimonials and put on website
Set Up Google Alerts, scan daily and report key findings to manage

Performing ongoing keyword research including discovery and expansion of keyword opportunities
Conduct Preliminary Health Check on the Website
Research and implement search engine optimization recommendations
Incorporating selective keywords into title tags, heading tags, alt text, meta descriptions.
Blog posts and page copy that is written and optimized with quality
Optimized page load speed
Track, report, and analyze website analytics and PPC initiatives and campaigns

Work with manager to write titles and descriptions for new products
Collect and edit all images for new products
Make short promotional videos to go with new products
Add new products into your shopping cart
Test new product pages on desktop and mobile to ensure it’s right
When trained, add new products onto Amazon and manage marketing
Manage Shopify platform – Create Landing Pages or Sales Pages

Find podcasts where your manager can be interviewed as a guest
Send email to podcast hosts offering your manager as a guest
If company has a podcast, find and email guests for your podcast
If company has a podcast, edit podcast recordings and save them
If company has a podcast, upload to podcast hosting platform
If company has a podcast, prepare and launch new episodes

Help manager plan out videos that need to be recorded
Manage the editing and exporting of videos
Write titles, descriptions and promotional copy for videos
Manage the uploading of videos to YouTube and other places
Manage all the comments that appear in response to videos
Review the stats of your YouTube Channel and find insights

Utilize Canva for basic graphic design
Design posts for Facebook, Instagram, LinkedIn, etc
Design stories for Facebook and Instagram
Design promotional images that go into emails
Design flyers or posters for upcoming promotions
Design infographics to feature alongside content articles
Design Facebook and Instagram image ads
Design invitations, or cards
Design presentation slides for your manager
Using content provided, design Mobimag
Brochure Layout / Formatting

Basic Bookkeeping (XERO, MYOB, & Quickbooks)
Track expenditure compared to budgets
Manage the sending of invoices and receipts to clients

Here's some stuff

Create job descriptions for new hires
Create ads for new hires
Post new job ads onto required job boards/sites
Review and filter new job applicants
Assist with the onboarding of new employees
Set reminders for staff birthdays, work anniversaries, performance reviews

Research target market and prepare findings
Research competitors and prepare findings
Research awards competitions you can enter and prepare submissions
Research suppliers for works, create brief and request 3 quotes
Find new technology tools and summarise findings
Research industry trends and summarise findings
Data Mining & Development / Lead Generation

Create a list of businesses you can become referral partners with
Reach out to businesses you can become referral partners with
Make outbound phone calls to find more customers (Inside Sales)
Monitor Facebook Ads account and report results

EMAIL MARKETING

You need to be constantly growing your email marketing list, and engaging with that list on a regular basis.

Creating a New Lists in Email Marketing Software
Adding and Removing Subscribers from Lists
Creating and Scheduling Broadcast Emails to Promote Content
Editing Follow-up Emails and Auto-responders
Creating Email Newsletters
Editing / Proofreading Emails
Work with manager to plan marketing emails needed for the month
Work with copywriter to get the copy required for marketing emails
Enter emails with copy, images and links into your email platform
Send manager final tests of marketing emails and get approval
Send out marketing emails at the agreed time and monitor results

CONTENT CREATION

Use tools like Answer the Public to research content ideas
Study industry blogs, forums and groups to find content ideas
Work with manager to decide topics you will create content on
Find articles or content that can be shared via social media
Work with manager to write copy to go with the social posts
If needed, use tool like Otter.ai to convert audio into text
Work with the copywriter to turn audio and text into articles
Find royalty-free images to accompany articles and social posts

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Converting your leads into prospects
Respond to sales inquiries
Prepare sales proposals/quotes
Keeping in touch with your Past Clients
Responding to your Buyer leads as soon as they are received.
Following up and developing a relationship with all your prospects
Tracking all Prospects
Driving you more Business!

WHAT THEY'RE SAYING

Client Testimonial

Property management is getting a larger role in my revenue stream, both on my own rentals as well management for others. The first 5 days of the month are crucial to the well-being of the business. Both Mae and Raya have contributed in better rent collections, especially with the reimbursement claims of unpaid rents from government decrees.

All I can say is that Mae has become an indispensable member of my team. Raya is showing good progress to become one.

SHAWN LUONG

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“Raya – Thanks for all the hard work you’ve done this year! I appreciate all the extra effort you put in – going above and beyond to get everything done (especially in times where we’re extremely busy). It’s been a challenging year but we’ve had lots of growth thanks to your excellent work ethic, willingness to learn (and master) new skills, and how much care you put into your work. You really care a lot about SMC and it shows!

Thanks for being a valuable part of the team 🙂

Thanks very much to the GLOW management team for stepping in to support us when challenges arose and helping find solutions to problems (like the private coaching video downloading/uploading task). Thanks for your great communication and ongoing support.”

LEE'AT BRUHL

CEO & Owner, Speak More Clearly

We have loved working with Kate over the past 12 months, and feel she is a real asset to HatsOnline. Always willing to assist with any task, and completed with enthusiasm and dedication. We are looking forward to the next 12 months with Kate. Knowing that she is on our team, will make our year run so much more smoothly.

This year has seen a significant upgrade to our systems and website presence, and we will continue to progress towards our goals for complete and utter domination of the hat industry next year!!

DAVID CURRAN

OWNER, HatsOnline Australia

ROLE: REAL ESTATE VIRTUAL ASSISTANT (REVA)

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Support and manage Templated Websites
Listing Management
Managing Buyer MLS searches
Entering Property in MLS & other applicable databases
Preliminary Drafting of CMA’s
CRM Integration & Social Media Integration
Marketing the Listing
Personal Marketing
Prospecting
Setting Up Showings
Transaction Management
Calling Expireds and FSBOs to setup listing appointments for you

As you can see, the list of tasks that your Virtual Assistants can handle for you is very diverse. The fact is that working with VA’s has gone far further than most people ever thought possible. It’s more than just filtering email and managing your social media. It’s about business growth. It’s about Working on your Business instead of Working in your Business!

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We offer a variety of benefits to our clients that include a team-based model with Virtual Assistants and administrative assistants to both accomplish marketing, analytical, and data processes.

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