Mentor | CSR | TSRMentor | CSR | TSR

Key Achievements:

Provided frontline SaaS support for a Procure-to-Pay platform, troubleshooting workflows and integrations using Zendesk, Salesforce, SQL, and REST APIs while managing 20+ tickets daily and streamlining team processes through documentation, reporting, and AI tools.

Key Achievements:

Caters to viewers for North American Cx (Canada included) answering subscription queries like plan and pricing explanation, cancel and re-subscription, refunds, profile updates, and technical troubleshooting.

Key Achievements:

Delivered high-quality customer support to U.S. clients by resolving account inquiries and technical issues (phone, internet, TV), coordinating service appointments, and assisting with device setup and activation. Also served as a mentor to new hires, providing training on company procedures and compliance standards.

Key Achievements:

Handled high-volume inbound calls resolving service and postpaid account issues, managing complaints, and educating customers on products and account usage to ensure high satisfaction. Served as a Nesting SME, supporting team training, cross-team coordination, and daily process optimization.

Key Achievements:

Handled high-volume inbound calls assisting customers with hotel and travel reservations while providing tailored recommendations and support. Processed 12,000+ data entries and answered an average of 250 calls per week, consistently exceeding performance quotas by 10%.