Customer Service Agent/ Virtual Assistant

I have an experience working as a technical chat support agent for 3 years at Afni Philippines. My role here as technical chat support agent has helped me develop strong communication skills, problem-solving abilities, my ability to handle pressure and a deep understanding of the specific issues. I am handling multiple chats, ensuring quick response times and maintaining high customer satisfaction and adhering to key performance metrics such as AHT, productivity, one chat resolution and service level.

As a Tech Support Representative for three years, I help customers resolve issues with their internet, cable, and phone services. My role includes troubleshooting connection problems, guiding customers through device setup and configuration, and escalating complex cases when necessary. I also handle billing inquiries, service plan concerns, and account-related questions. Additionally, I create tickets for offline resolution and documentation while dispatching technicians for wide-area outages or issues requiring on-site support. Beyond technical assistance, I focus on enhancing the customer experience by upselling services such as higher-speed internet and premium features. Through plan sizing, I assess the customer’s usage and recommend the best plan to fit their needs.

I am a dedicated professional with over 4 years of experience in the field of customer service. 1 year as call center sales associate and 3 years as technical chat support agent. I also experienced using tools such as CRM, LivePerson, Outlook and etc. My role as a customer service representative has helped me build my confidence in communication skills. I interact with customers to help them resolve issues and inquiries about their account, bills and technical issues. I also sell products and services by understanding customers' needs and presenting relevant options. I aim to build strong customer relationships and achieve sales targets.

I am a professional teacher who loves to do arts, designs, edit photos, and video creations. I create quality videos/photos that are relevant to what is assigned to me.

I am a licensed professional teacher who have 2 years of experience in teaching.