Customer Support Specialist and Coordinator

I handled over 65-100 inbound and outbound calls daily utilizing CRM software(Salesforce) and other internal tools to schedule appointments, track orders and submit service tickets.

I maintained an 85% first-call resolution rate, minimizing escalations and ensuring high customer satisfaction, providing accurate package status and arrival times with 90%

accuracy.

• Quoted lightweight and heavyweight shipments for both international and US domestic freight for over 5000+ customers.

• Developed and implemented training programs for new hires, resulting in a 20% increase in team KPIs within 3 months.

I handled billing inquiries such as service adjustments, price increases, extension requests, and payments through inbound calls and live chat.

I maintained a customer satisfaction rating of 8.5/10 through effective communication and first call resolution.

I delivered personalized service recommendations through effective probing, improving customer satisfaction and reducing cancellations.

I was later promoted to a member of the sales department, where I handled new service setup for wireless, internet, TV, and home phone services while maintaining a 25% conversion rate. I also performed cold calls to set up new services in areas where the company was new.

Handle 30-40 inquiries a day through emails, inbound calls and outbound calls on a ticket-by-ticket basis using CRMs (Aircall, Kustomer, Chargebee, Sterndesk and Shopify).

I provided personalized recommendations to elderly customers to make educated decisions on what hearing aids to choose for the best possible outcome that aligns with our company’s mission to provide affordable hearing solutions.

I retained over 60% of customers by effective probing and strong recommendations on which products to choose and what to avoid based on their situation.