Senior Customer Representative & Shopify Product ListerSenior Customer Representative & Shopify Product Lister

Key Achievements:

• Maintained 100% Quality Assurance scores for two straight years, earning the Compliance QA Champion title twice. • Suggested and implemented three workflow improvement ideas that fixed system bottlenecks and made the team more efficient. • Chosen regularly by management to serve as floor support and mentor new hires through their first live calls and system training. • Handled high-volume customer accounts, complex data verification, and sensitive financial transactions with zero errors.

Key Achievements:

• Resolved prepaid-card account inquiries by researching accounts and providing accurate solutions to customer concerns. • Managed card activations, customer information updates, and account closures while following strict servicing procedures. • Clarified purchases, withdrawals, and balances to help customers fully understand their transaction history. • Educated cardholders on product features and benefits, helping them make effective use of prepaid-card services. • Protected compromised accounts by immediately deactivating lost or stolen cards and coordinating replacements. • Explained monthly charges and service costs to improve billing transparency and reduce customer friction. • Guided users through the mobile application and website to resolve digital account navigation and technical issues.

Key Achievements:

• Resolved customer inquiries, complaints, and service requests related to telecommunications products and services. • Processed customer payments and explained billing details to help ensure accurate charges and timely payments. • Identified relevant opportunities to introduce additional products and services based on customer needs. • De-escalated customer complaints and concerns through active listening, problem identification, and solution-focused communication. • Configured new mobile devices and telecommunications services to help customers complete activation successfully. • Troubleshot app installations, software updates, and device functionality issues to restore smooth operation. • Applied telecommunications product and service knowledge to provide accurate information and practical recommendations. • Diagnosed and resolved technical issues involving mobile devices, internet connectivity, and network coverage through structured troubleshooting.