Customer Support, E-commerce VA, SchedulerCustomer Support, E-commerce VA, Scheduler

Key Achievements:

• Schedule HVAC and plumbing service appointments, coordinating technician availability, job priorities, and service locations. • Communicate with customers, technicians, and property managers to confirm appointments, manage reschedules, and provide updates on delays. • Maintain accurate service schedules, work order records, and job status updates.

Key Achievements:

• Handled 40 to 50 customer orders and enquiries daily by phone, email, and chat, covering order tracking, delivery updates, returns, and refunds. • Managed customer interactions using Gorgias and Shopify, documenting cases accurately, resolving enquiries within SLA, and coordinating with logistics and internal teams for timely resolutions. • Scheduled technician visits and coordinated appointment timing with customers. • Collaborated with cross functional teams to resolve complex customer concerns and identify recurring issues.

Key Achievements:

• Led a team of 25 customer support specialists, coaching performance and monitoring KPIs to ensure consistent, high-quality customer experiences and SLA compliance. • Oversaw escalated customer cases, maintained documentation, and coordinated with internal departments to ensure timely issue resolution. • Implemented workflow improvements and quality initiatives that enhanced operational efficiency.

Key Achievements:

• Processed refunds, payment investigations, and transaction disputes while ensuring compliance, documentation accuracy, and timely resolutions. • Resolved customer concerns through inbound and outbound phone calls, email, and chat, partnering with payment and operations teams to expedite complex cases.

Key Achievements:

• Provided phone, email, and chat support resolving billing, account, transfer, and transaction inquiries while consistently achieving quality and productivity goals. • Maintained detailed customer records in CRM systems, ensuring accurate documentation and compliance with service standards.

Key Achievements:

• Delivered high volume customer support for Netflix subscribers, resolving billing, subscription, account, and technical concerns while maintaining excellent customer satisfaction. • Documented customer interactions accurately within CRM systems, ensuring complete records and adherence to quality standards.

Key Achievements:

• Processed high volume shipment data accurately, verifying shipment details and maintaining organised operational records. • Performed data entry, document verification, and shipment tracking while supporting daily logistics operations.