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Customer Service, Technical Support & Client Relations Expert | Skilled in Email, Chat, and Call Solutions to Enhance Client Satisfaction.
Dedicated and customer-focused professional with extensive experience in providing top-tier support across multiple channels, including phone, email, and live chat. Adept at resolving complex inquiries, troubleshooting technical issues, and ensuring customer satisfaction through proactive service and tailored solutions. Proven ability to manage high-volume customer interactions while maintaining a positive and empathetic demeanor. Skilled in using CRM systems, ticketing platforms, and communication tools to streamline workflows and improve service delivery. Committed to enhancing the customer experience, building lasting relationships, and driving customer loyalty. Known for exceptional problem-solving, conflict resolution, and time management skills in fast-paced environments.
( SKILLS & EXPERTISE )- Strong Leadership & Interpersonal Skills - Client Relations & Stakeholder Management
Customer- Service & Support (Phone, Email, Chat)- Problem Solving & Issue Resolution - CRM Software (Salesforce, Zendesk, Freshdesk)- Billing & Payment Support- Technical Troubleshooting- Data Entry & Management - Multitasking & Time Management- Email Management & Communication- Customer Feedback & Satisfaction Monitoring
( Core Competencies )
- Multichannel Customer Support: Proficient in delivering exceptional service through email, chat, and call platforms, ensuring timely, accurate, and empathetic responses to customer inquiries.
- Technical Troubleshooting: Skilled in diagnosing and resolving technical issues efficiently, minimizing downtime and enhancing the user experience across digital platforms.
- Client Satisfaction Optimization: Proven ability to identify customer needs and proactively address concerns, consistently improving client satisfaction and loyalty.
- Issue Resolution & Conflict Management: Strong problem-solving skills with a focus on de-escalating challenging situations and delivering satisfactory outcomes for both customers and businesses.
- Product & Service Expertise: Deep understanding of product offerings and service systems, enabling quick, accurate responses and enhancing the customer experience.
- Cross-functional Collaboration: Experienced in working with various teams (tech support, product development, etc.) to resolve complex issues and improve overall service quality.
- Data-Driven Insights: Ability to analyze customer feedback and service metrics to drive continuous improvement in customer support processes and client relations.
- Customer Experience Enhancement: Focused on delivering seamless service, from initial contact to resolution, ensuring a positive and lasting customer experience.
( Experience )
Case Manager|AirBnB Powered By (TELUS)|Onsite
Jan 2017 - Jun 2019
- Provided exceptional customer support to both Airbnb guests and hosts, resolving inquiries and issues via email, chat, and phone.
- Assisted hosts in managing their listings, ensuring that all property details were accurately displayed and optimizing their visibility.
- Supported guests with booking inquiries, payment concerns, and property-related issues, ensuring prompt and satisfactory resolutions.
- Handled Payments: Assisted guests and hosts with payment-related inquiries, processing booking payments, and resolving any issues related to transactions, refunds, or discrepancies.
- Maintained detailed customer records, ensuring up-to-date information in the Airbnb system and proper handling of data.
- Assisted in navigating the Airbnb platform, troubleshooting technical issues for both guests and hosts.
- Worked to improve guest and host experience by proactively identifying potential problems and suggesting improvements for smoother stays.
- Regularly communicated with the team to update on complex issues and ensure a seamless guest experience.
- Managed emergency situations, resolving urgent issues swiftly, such as booking errors or safety concerns, ensuring customer satisfaction.
- Contributed to improving Airbnb-specific customer service tools and processes based on regular feedback and performance reviews.
Customer Service Representative|(IBEX Global x DIRECTV / AT&T)|Onsite
Mar 2014 - Dec 2016
- As a Customer Service Representative at Ibex Global, I was responsible for delivering exceptional support to DirecTV Dish Network customers. My key responsibilities included.
- Handling Incoming Calls: Efficiently answered and managed high volumes of customer calls, addressing a variety of inquiries and providing solutions to ensure customer satisfaction.
- Billing Inquiries: Explained billing issues and discrepancies, offering clear and concise explanations of charges, payments, and account details.
- Technical Support: Diagnosed and resolved technical issues related to DirecTV Dish Network services, including troubleshooting signal disruptions, equipment malfunctions, and account configuration concerns.
- Subscription and Product Recommendations: Actively offered additional services such as pay-per-view subscriptions, helping enhance the customer’s viewing experience and meet their entertainment needs.
- Data Updates: Regularly updated customer account information, ensuring that all records were accurate, up-to-date, and aligned with company policies and service requirements.
Customer Service Representative|(AT&T Cricket Mobile Powered By Teleperformance)|Onsite
Jan 2012 - Feb 2014
- As a Customer Service Representative at AT&T Cricket Mobile, I was responsible for providing comprehensive support to mobile service customers. My key responsibilities included.
- Handling Billing Inquiries: Addressed customer billing questions, clarified discrepancies, and explained charges, payments, and account details to ensure customer understanding and satisfaction.
- Technical Support & Troubleshooting: Diagnosed and resolved technical issues related to mobile services, including troubleshooting network problems, service interruptions, and device malfunctions.
- Payment Assistance: Assisted customers with creating, processing, and updating payments, ensuring accurate billing and timely resolution of payment issues.
- Account Updates & Management: Regularly updated customer account information, ensuring all details were accurate and up-to-date in compliance with company policies.
- Customer Inquiries & Issue Resolution: Provided timely and accurate responses to general customer inquiries, ranging from service plans to troubleshooting and account management, ensuring a smooth customer experience.
- Product & Service Recommendations: Offered tailored product and service recommendations, enhancing the customer’s mobile experience and increasing customer retention.
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