Dedicated customer support professional with over two years of hands-on experience providing reliable service through email and chat in e-commerce, technical support, and service-based environments. Comfortable handling everything from order and billing concerns to delivery issues and technical troubleshooting, while consistently meeting SLAs and keeping customers satisfied. Experienced in managing customer accounts, processing refunds and replacements, and reducing escalations through clear communication and genuine empathy. My background includes Google Technical Senior Support, Zendesk-based email support, and appointment setting for home service operations.
Core Skills & Expertise
Multichannel Support: Deliver prompt, friendly assistance via non-voice domains such as chat, email, SMS, and social media.
Order & Returns Management: Efficiently handle orders, returns, refunds, and reshipments while following company policies. This also includes Google Technical Senior Support (TV, cable, internet, and devices).
Conflict Resolution: Resolve issues independently, de-escalate conflicts, and maintain high customer satisfaction. Appointment setting and service dispatch coordination
CRM & Retail Tools: Experienced with Kustomer, Zendesk, Shopify, OMS, Apollo, Slack, and ticketing systems.
Communication & Listening: Clear verbal and written communication to guide customers effectively.
SLA & CSAT Focused: Consistently meet service targets and improve satisfaction scores.
Team Collaboration: Work closely with cross-functional teams to enhance processes and knowledge sharing.
Technical Support Services: Assisted customers with troubleshooting cable boxes, TVs, remotes, channels, and Google services, including billing concerns and basic sales support.
Service Coordination and Logistics: Scheduled appointments and dispatched technicians for residential services such as plumbing, electrical work, air conditioning, and pool repairs, making sure issues were resolved accurately and on time.
Remote Team Collaboration: Worked closely with escalation teams and supervisors through Slack to resolve complex concerns and meet performance goals.
Let’s elevate your business together. Shoot me a message! I’m ready to add value on day one.
