Hello! I am ----------- - an experienced and highly dedicated Customer Service Representative and Team Lead with 9 years of delivering exceptional customer service, managing a team of 2-8 representatives, and handling 1400+ monthly inquiries in a fast-paced environment. I drive loyalty and customer satisfaction through effective communication, conflict resolution/problem-solving, and product knowledge/expertise. I am experienced in onboarding, training, and coaching new hires/tea-----------mbers, as well as optimizing support processes.
EXPERTISE & EXPERIENCES:
A. Resolution & Satisfaction
* First Contact Resolution (FCR), Conflict Resolution, and Problem-solving
* Customer Care, Customer engagement, and Customer Satisfaction (CSAT)
* De-escalation driven by empathy and patience
* Accurate issue diagnosis through active listening
B. Operations & Sales
* Multi-channel communication (Email, Live chat, Phone, and Social media)
* Order Management (Fulfillment, Returns, and Refund processing)
* Chargeback and Dispute Handling
* Generate sales (upselling) through effective call handling
C. Leadership & Knowledge
* Assist with the hiring process
* Coach, mentor, and train new and tenured tea-----------mbers
* Product and Service Knowledge
* Knowledge Database Management (KNDB)
* Basic Social Media content creation
* Research, Reporting, and Accurate Data Management
PROFICIENT IN USING:
* CRM: LiveAgent
* E-commerce/Payments: Shopify, eBay, AliExpress, PayPal, BlueSnap, Chargeback 911
* Communication/Task Handling: Slack, Trello, Calendy,
* Data Entry/Reporting: Google Workspace, Microsoft Office
* Marketing/Design: Canva, Adobe Express, Capcut
* Tracking/Logistics: Aftership, Sendle
WHY YOU SHOULD HIRE ME?
For me, top-tier support goes beyond closing tickets—it’s about protecting your reputation and actively driving business growth. I am a dedicated, fast learner ready to quickly master your systems and workflows, guaranteeing exceptional results and a valuable asset to your team from day one.
Verified
