Customer Service Representative / Data Entry / VA

• Collaborate with Tier II and Tier III support teams in the US and India to escalate and resolve complex cases.  • Document and track issues in the trouble ticket system, ensuring prompt and effective resolutions. • Directed the escalation department, setting clear goals and establishing norms andbest practices. • Managed crisis situations with patience and effective communication.  • Coached and onboarded staff, providing specialized negotiation training to enhance performance. • Provided feedback based on KPIs to drive alignment with business goals and improve over all outcomes.  • Conduct meetings with operations to review business performance, identify areas for improvement, and discuss strategies to achieve specific goals. • Delivered precise and relevant information to team members, ensuring accurate responses to inquiries.  • Identified agent strengths and areas for development to drive performance and achieve key metrics.  • Provided timely coaching support in response to internal requests, fostering continuous improvement.  • Managed and resolved customer escalations promptly and accurately, ensuring a positiveexperience.  • Guided agents in efficiently navigating systems to access critical information for call handling

• Provide exceptional customer service by assisting clients through chat and email, addressinginquiries and resolving concerns related to app functionality, smartphone issues, andonlinetroubleshooting. • Ensure accurate loan eligibility assessments by validating customer profiles using Zendesk, ensuring all necessary information is complete and up to date. • Manage both inbound and outbound calls to respond to questions regarding debts, garnishments,and payment arrangements, providing clear and supportive guidance.  • Verify employment status for debtors to determine their current employment status, ensuringtheaccuracy of debt-related records and assisting in the resolution of outstanding issues.

• Reassure and resolve customer complaints efficiently via phone while delivering exceptional service.  • Greet customers warmly, actively listen, and accurately identify their needs.  • Assist with order placements, refunds, and exchanges to ensure a seamless customer experience