Customer Service Representative, Senior Process ExecutiveCustomer Service Representative, Senior Process Executive

Key Achievements:

● Handled tickets via Zendesk for email and chat outreaches for retail/e-commerce platform ● Escalate tickets to for issues requiring higher level support ● Process, refunds or replacements at the backend for issues like damages, exchanges, lost, returns or change of mind ● Process manual orders for checkout issues ● Consistently maintained quality and satisfaction metrics

Key Achievements:

● Supported the world’s largest online video streaming platform (YouTube) ● Handling subscriber issues via calls, chat, and email. ● Delivered seamless support for subscriptions, cancellations, billing, and account inquiries ● Upselling and sign ups, cancellations, refunds and retention and technical issues

Key Achievements:

● Performed customer service via email and chat ● Rendered service in retail for wide varieties of concerns about accounts, orders, request and preferences, promos, billing, cancellation, service recovery, ● Assisting on-board teammates and upskilling representatives in their inquiries as SME ● Candidate for quality apprenticeship ● Supporting non-tenured teammates for performance improvement ● Attending quality audit calibrations with US quality teams and managers

Key Achievements:

● Performing over the phone customer services through proper call handling procedures in assisting requests and handling inquiries regarding client's offered products or services to their customers ● Car rental/reservation = Booking reservation, upselling features, extending and cancelling bookings, adding promotions and looking for best offers ● Carrier/Courier service = Creating cases for lost claims, monitoring package status, listening and responding on package queries. Processing pick ups and returns, rerouting and holding packages.