Customer Support Specialist | Logistics Specialist |CRMCustomer Support Specialist | Logistics Specialist |CRM

Key Achievements:

• Investigated account-access issues, transaction errors, and system-related concerns, performing structured troubleshooting to identify root causes. • Managed a caseload of technical issues against service-level targets, balancing multiple open items at once. • Escalated complex or unresolved cases to higher-level teams, and followed up to ensure full resolution. • Maintained clear, accurate case records covering investigation details, actions taken, and outcomes. • Coordinated with internal stakeholders to resolve customer and operational issues efficiently.

Key Achievements:

Reviewed and validated customer and transaction information for accuracy before escalating or closing cases — directly comparable to QA-checking AI-drafted responses for correctness before they reach a customer. • Investigated suspicious accounts and transactions, applying company policy and risk controls to make timely, welldocumented decisions. • Proactively escalated high-risk cases to the right internal team without waiting for direction, in line with established procedures. • Followed cases through to resolution, maintaining accurate records of findings, decisions, and next steps. • Collaborated across internal teams to investigate and resolve time-sensitive issues, communicating clearly with stakeholders throughout. • Handled sensitive customer and financial information while maintaining strict confidentiality and data-handling standards.

Key Achievements:

Handled customer inquiries involving money transfers, accounts, transactions, fees, and processing timelines — similar in nature to order status, shipping, and refund inquiries. • Verified customer and transaction information and processed account/payment resolutions accurately while protecting sensitive data. • Identified and escalated concerns requiring additional review, helping prevent issues from piling up. • Maintained accurate CRM documentation of every customer interaction and case outcome. • Delivered clear, professional, and personable communication on financial transactions and processes.