Customer Service & Tier 2 Escalation SpecialistCustomer Service & Tier 2 Escalation Specialist
Joyimelda
$750
per month
($4/hour)
Profile Description
Dedicated and empathetic Customer Service Professional with over 3 years of high-volume BPO experience at Call Centre International (CCI). Proven track record of maintaining a 90%+ CSAT score while resolving 50+ customer inquiries daily and reducing complaint escalations by 30% as a Tier 2 Escalation Agent. Experienced in interim team leadership (AUX TL), shift supervision, and CRM platforms including Zendesk and Salesforce.
Top Skills
Skills & Expertise
Skill Levels Explained:
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Customer Success
Work Experience
Customer Service Representative / Tier 2 Agent
Call Centre International (CCI)
Aug 2023 - Present
Job Responsibilities:
• Customer Support Excellence: Efficiently manage 50+ high-volume customer inquiries, orders, and transactions daily while maintaining a 90%+ CSAT score and strict quality assurance metrics. • Tier 2 Escalation Handling: Investigate complex customer accounts, resolve critical grievances, and reduce complaint escalations by 30% through diplomatic de-escalation. • Interim Leadership (AUX TL): Steppe...
Quick Stats
Certifications
Education
Bachelor's Degree
Kenya Utalii College
2016 - 2017