ABOUT ME
I am a dedicated Customer Service Professional with 16moths of experience in high-volume call center environments. My goal is simple: to turn every interaction—whether inbound or outbound—into a positive experience for the customer and a win for your business.
I thrive in fast-paced settings where multitasking and clear communication are key. I am comfortable handling everything from empathetic troubleshooting to persuasive outbound outreach, ensuring that no lead is dropped and every concern is resolved.
Core Areas of Expertise:
1. Multichannel Customer Lifecycle Management
With 16 months of experience in a blended environment, My expertise extends beyond just answering phones. I possess the ability to manage the customer journey through both Inbound and Outbound channels, ensuring a seamless experience whether the customer is reaching out for help or I am following up on a resolution.
2. Technical Support & Advanced Troubleshooting
I specialize in diagnosing and resolving complex service issues. This includes:
-Identifying root causes for service interruptions or hardware malfunctions.
-Guiding users through step-by-step technical workflows.
-Translating technical jargon into easy-to-understand instructions for the customer.
3. Case Management & Documentation (Ticketing)
Handling a "blended" account means I am proficient in CRM (Customer Relationship Management) tools. My expertise includes:
-Ticket Lifecycle Management: Opening, tracking, and closing customer tickets with high accuracy.
-Detailed Documentation: Maintaining precise records of customer interactions and troubleshooting steps taken.
-Data Integrity: Updating and validating sensitive customer information within the database.
4. Conflict Resolution & Communication
In the high-pressure Telco industry, I have developed a professional toolkit for:
-De-escalation: Managing irate callers and turning negative experiences into positive outcomes.
-Active Listening: Quickly identifying the "core issue" in a customer query to reduce Average Handle Time (AHT).
-Persuasive Communication: Effectively explaining policy changes or service updates while maintaining rapport.
Technical Skill Summary:
Communication: Inbound/Outbound Voice, Professional Correspondence, Active Listening.
Technical: Tier 1 Tech Support, Service Troubleshooting, Telco Infrastructure Knowledge.
Administrative: CRM Management, Ticket Handling, Data Entry & Validation, Case Prioritization.
Software Proficiency: Experience with office productivity tools
TECHNICAL SETUP
I understand that reliability is non-negotiable for remote work. My home office includes:
Primary Internet: Fiber connection with [50 Mbps] + Back-up ISP.
Hardware: Noise-canceling headset (jabra) and a high-performance PC.
Environment: A dedicated, quiet workspace free from background noise.
WHY HIRE ME?
I don’t just read from a script; I engage in genuine conversation. I am a self-starter who requires minimal supervision once trained, and I take pride in my punctuality and work ethic.
I am looking for a long-term partnership where I can contribute to your company’s growth and provide your customers with world-class support.
