Tired of VA turnover? I’m not just here to “answer tickets”—I’m here to be a long-term CX partner you can rely on when things get busy. I offer the stability and high-level training of a BPO tenure with the dedication of a remote partner.
With 4 years of high-pressure experience supporting a Tier-1 North American delivery platform, I thrive where speed, accuracy, and customer satisfaction are non-negotiable. I specialize in resolving complex logistics and payment disputes while maintaining elite KPI standards.
Core Expertise: Live Operations & CX Support
During my tenure handling large-scale delivery accounts, I mastered the art of "Live Ops" coordination:
* Real-Time Logistics: Expert at resolving three-way disputes (Customer-Merchant-Driver) to ensure 100% fulfillment.
* High-Volume Multitasking: Proven ability to manage dual live chat sessions while maintaining:
= 95% CSAT (Customer Satisfaction Score)
= 4-5 Minute AHT (Average Handle Time)
= 98% FCR (First Call Resolution)
* De-escalation & Retention: Skilled at turning irate users into loyal brand advocates through empathy and fast problem-solving.
* Billing & Compliance: Deep experience in refunds, credits, and payment disputes following strict financial policies.
Technical Stack & Reliability
* CRMs & Tools: Salesforce (Omnichannel), Amazon Connect, Slack, MS Teams, Outlook, Chatra, Gleap, and Gather Town.
* Proven Reliability: Equipped with high-speed fiber internet, a noise-canceling headset, and a backup power supply to ensure 100% uptime regardless of local outages.
* KPI-Driven: I don't just work hours; I deliver results. I consistently exceed targets for CSAT and FCR.
I take immense pride in representing your brand. If you are looking for a dependable, professional, and world-class CX representative to grow with your company, let’s connect.
Verified
