Customer Service Representative.

I’m a dedicated customer service professional with extensive experience working in various Business Process Outsourcing (BPO) environments. Over the years, I’ve cultivated a deep passion for assisting customers and providing solutions that not only address their concerns but also create lasting, positive impressions. My journey has led me to work with reputable companies like Intouch CX, AFNI, Teletech, Transworld Systems, and Convergys, where I’ve effectively managed customer inquiries through phone, email, and live chat support.

During my career as a Customer Service Representative, I have gained extensive experience using Zendesk as a customer support platform. I am proficient in navigating and utilizing its features to deliver efficient and effective support to customers. With Zendesk, I have been able to handle customer inquiries, manage support tickets, and track communication history seamlessly. I have experience in setting up and customizing Zendesk workflows, automations, and macros to streamline processes and improve response times. I am skilled in categorizing and prioritizing tickets, ensuring that urgent issues receive prompt attention. In addition, I have experience in integrating Zendesk with other tools and platforms, such as CRM systems and live chat software, to provide a seamless and omnichannel support experience.

I have managed email queues, ensuring that customer emails are handled promptly and efficiently. I am proficient in crafting well-written, clear, and concise responses tailored to address customer concerns and provide appropriate solutions or information.

Throughout my professional journey, I have gained valuable experience working in chat support roles. I have developed strong skills in providing prompt and efficient customer assistance through live chat platforms. In my previous chat support positions, I have successfully managed multiple chat conversations simultaneously, ensuring timely and accurate responses to customer inquiries. I am skilled in actively listening to customers, understanding their concerns, and providing clear and concise solutions or information. I am experienced in maintaining a professional and friendly tone in written communication, ensuring that customers feel valued and supported. I have a strong attention to detail, ensuring that all information shared during chat interactions is accurate and relevant. Additionally, I have expertise in utilizing chat support tools and software, such as live chat platforms and customer relationship management (CRM) systems. I am proficient in navigating these systems to access customer information, track conversations, and escalate issues when necessary. In my chat support roles, I have consistently met or exceeded performance metrics, such as response time, customer satisfaction ratings, and first-contact resolution. I have also collaborated effectively with team members and supervisors to share knowledge, improve processes, and contribute to a positive team dynamic. Overall, my experience in chat support roles has equipped me with strong communication skills, multitasking abilities, and a customer-focused mindset. I am confident in my ability to provide exceptional support and ensure positive customer experiences in chat-based interactions.