Virtual Assistant, Customer Support, Technical Support.Virtual Assistant, Customer Support, Technical Support.

Key Achievements:

Senior Customer Service & Technical Support | Verizon As a Senior Customer Service and Technical Support Representative at Verizon, I provided exceptional customer service and advanced technical assistance, ensuring customer satisfaction through effective troubleshooting, problem-solving, and timely resolution of service-related concerns. Top 2 Performing Agent: Recognized as one of the Top 2 agents for outstanding performance, demonstrating excellence in customer satisfaction, technical support, and overall service delivery. Customer Service Excellence: Delivered high-quality customer experiences by effectively addressing inquiries, resolving complaints, and maintaining a customer-first approach. Technical Troubleshooting: Successfully diagnosed and resolved complex technical issues involving network connectivity, mobile devices, account configurations, and Verizon products and services. Complex Issue Resolution: Demonstrated advanced problem-solving capabilities by handling challenging customer concerns and providing effective, long-term solutions. Customer Retention: Contributed to building customer loyalty by addressing service concerns professionally and providing personalized recommendations. Operational Excellence: Maintained strong performance across key metrics, including Customer Satisfaction (CSAT), Average Handling Time (AHT), First Call Resolution (FCR), and Quality Assurance (QA).

Key Achievements:

Fraud Analyst | Fraud Prevention & Risk Management As a Fraud Analyst, I am responsible for identifying, investigating, and preventing fraudulent activities while ensuring customer account security and delivering exceptional customer service. My role involves analyzing suspicious transactions, assessing potential risks, resolving fraud-related concerns, and maintaining compliance with company policies and security procedures. op 2 in Customer Satisfaction (CSAT): Recognized as a Top 2 performer in CSAT, demonstrating exceptional customer service, effective communication, and the ability to deliver positive customer experiences while handling sensitive fraud-related concerns. Fraud Prevention: Contributed to protecting customer accounts by proactively identifying suspicious activities and implementing appropriate fraud prevention measures. Investigation & Resolution: Demonstrated strong analytical and problem-solving skills in handling complex fraud cases and providing accurate resolutions. Customer Experience Excellence: Maintained a customer-focused approach while balancing fraud prevention, security protocols, and customer satisfaction. Operational Performance: Demonstrated commitment to achieving performance targets while maintaining accuracy, efficiency, and compliance with established procedures.