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Provided first-level customer support via phone, email, and chat, resolving onboarding, billing, and technical inquiries while meeting customer satisfaction and service standards. Triaged customer requests, escalating to Support Engineers or Tier 2 teams when necessary, ensuring timely resolution and alignment with operating procedures. Managed a high volume of interactions, documenting all tickets in CRM platforms with accuracy to support audits, performance tracking, and process improvement initiatives. Handled inbound and outbound communication with customers, delivering clear product information, capturing complaint details, and coordinating resolution steps. Performed issue verification, troubleshooting operating system and application-related concerns, and updating internal systems to maintain data integrity. Collaborated with internal teams on complex technical disruptions, contributing insight that informed cross-departmental decision-making and strategic planning discussions. Gathered and analyzed customer and agent feedback to support coaching initiatives, training content updates, and continuous improvement for frontline service delivery. Maintained reliable performance in a remote environment while upholding service metrics and supporting a culture of collaboration and high-quality customer support.

Oversaw daily operations for a high-volume support queue processing 1,100+ Salesforce tickets weekly, supporting staffing efficiency, workflow design, and service quality. Verified customer complaints, analyzed data to determine root causes, and implemented solutions aligned with customer satisfaction goals and service standards. Coordinated same-day deliveries, pickups, and account updates, ensuring smooth communication between operations, finance, and technical teams. Responded to routing and product inquiries, promoted additional services, and supported strategic business growth through strong customer interaction. Reviewed transactions, reconciled disputed merchandise against requisitions and invoices, and ensured accuracy in documentation and returns processing. Led quality assurance efforts, contributed to internal audits, and implemented process improvement strategies to strengthen productivity and reduce error rates. Worked cross-functionally with operations, finance, and tech support teams to resolve interdepartmental challenges and ensure consistent support for remote and on-site operations. Developed knowledge documentation, improved ticket routing processes, and supported informal coaching of team members to enhance training, onboarding, and overall performance. Demonstrated leadership potential by contributing to strategic planning discussions, advocating for customer needs, and promoting a collaborative and innovative team culture.

Provided multi-channel customer support and basic Help Desk troubleshooting via phone, email, and chat, resolving product and application issues while maintaining high customer satisfaction. Performed ticket triage, root cause identification, and escalation handling for technical issues, ensuring complete ownership of cases throughout the support lifecycle. Maintained detailed ticket documentation within CRM systems, updated knowledge articles, and contributed to Knowledge Base content to improve team-wide knowledge management. Recommended workflow improvements using trend analysis, quantitative data, and customer insights, helping reduce repeated issues and strengthen support processes. Collaborated cross-functionally with product, operations, and engineering partners to resolve software, account, and configuration-related problems. Used Excel and internal reporting tools to monitor customer metrics, identify patterns in customer issues, and provide feedback for product enhancements. Supported customers during outages, guided them through troubleshooting steps, and ensured timely communication and proper documentation for all affected users.