With a rich background spanning over 8 years in the BPO industry, my expertise lies in delivering exceptional customer service through various channels, including email, chat, and calls. Throughout my career, I have had the opportunity to work across diverse business sectors, gaining valuable exposure to multiple platforms and tools. I excel in handling complex customer escalations, such as resolving issues related to missing refunds and unrecognized bank charges. Additionally, I possess strong skills in customer fraud analysis, ensuring a secure and trustworthy experience for our clients.
Skill Expertise: I am flexible with my working hours and always eager to learn new tools and tasks to improve my skill set and deliver exceptional results continually.
Technical Skills: Excellent customer handling skills with proficiency in inbound/outbound calls, email, and chat support. Proven ability in lead generation to drive business growth and foster valuable client relationships. Strong capabilities in web research and accurate data entry, ensuring data integrity and informed decision-making. Expertise in utilizing multiple tools, including Zendesk, Zopim, Stripe, Ravelin Slack and Amazon Connect, to optimize customer interactions and support processes.
Soft Skills: A proactive approach to problem-solving, ensuring timely resolution of customer issues and inquiries. Keen attention to detail, guaranteeing accuracy in data entry and customer information handling. Strong analytical skills, enabling data-driven decision-making and process improvement. Excellent communication skills, both written and verbal, for effective customer interactions and team collaboration.
Work Experience:
Teleperformance SE - Technical Support Representative for COMCAST Xfinity At Teleperformance SE, I worked as a Technical Support Representative for COMCAST Xfinity, where I was dedicated to assisting customers with device setup and troubleshooting. My responsibilities included providing comprehensive information and support to customers, guiding them through setting up their devices and addressing any errors or issues they encountered. I utilized my in-depth knowledge of the products and services to ensure customers received efficient and effective solutions, enhancing user experiences.
Teleperformance SE - Billing Department for COMCAST Xfinity While at Teleperformance SE, I transitioned to the Billing Department for COMCAST Xfinity. As a Billing Specialist, I played a pivotal role in assisting customers with their monthly charges. My primary objective was to clarify the billing information, patiently explaining each item on the customer's bill to ensure they understood clearly. I fostered customer satisfaction and loyalty by providing top-notch customer service and addressing billing inquiries with professionalism and empathy.
TASKUS - Senior Customer Service (Level 2) for DELIVEROO UK as a Senior Customer Service Representative (Level 2) for DELIVEROO UK, I handled managerial-level calls, chats, and emails from customers. My responsibilities extended to investigating customer accounts for potentially fraudulent activities and implementing necessary security measures to protect customer data and prevent unauthorized actions. Additionally, I took on the responsibility of assisting customers through social media channels, showcasing adaptability in various communication platforms. Furthermore, I had the authority to compensate customers using my discretion, ensuring high customer retention and resolving issues promptly and fairly. Throughout my work experience, I consistently demonstrated exceptional problem-solving skills, a customer-centric approach, and effective communication abilities. These qualities allowed me to excel in providing exemplary customer service and contribute significantly to the overall success of the organizations I worked with.
