Customer Service / Quality Analyst / Team Manager / SME (Telecommunications & E-commerce)
Work Experience:
DIRECTV & AT&T (Telecommunications) – 6 years
Expedia (Travel & Hospitality) – 6 months
AliExpress (E-commerce) – 6 months
Job Description
Provided customer support for billing, sales, and technical concerns through multiple communication channels (phone, chat, email).
Served as Subject Matter Expert (SME) for billing and sales processes — assisted with escalations, trained new hires, and supported performance improvements.
Worked as a Team Manager, overseeing daily operations, monitoring KPIs, and conducting performance evaluations to maintain high-quality service standards.
Conducted Quality Assurance evaluations to ensure compliance with process standards and enhance customer satisfaction.
Handled payments, payment disputes, chargebacks, refunds, and order processing with high accuracy and attention to detail.
Assisted customers with order tracking, troubleshooting, and issue resolution for telecom and e-commerce services.
Collaborated with multiple departments to improve workflow efficiency and customer experience.
Delivered consistent customer satisfaction (CSAT) scores and helped reduce escalations through proactive problem-solving.
Tools & Systems Used
CRMs: Webex OPUS CRM, ATT-LS CRM, DIRECTV Salesforce, Oracle Siebel CRM
Softphones: Cisco, Voyager, Avaya One X, Coral, Genesys Cloud, OMNI Softphone
Communication Platforms: Microsoft Teams, Outlook, Zoom, Slack, Webex
Other Skills: Payment processing, refunds & chargebacks, dispute resolution, order management, coaching & mentoring, quality monitoring, reporting.
