Krishna

As a Customer Support Specialist at J2 Global, my role encompassed a range of responsibilities aimed at ensuring customer satisfaction and retention. Here's an overview of my key duties:

📞 Customer Interaction & Issue Resolution

Handled customer inquiries via phone and email, providing prompt and professional assistance.

Troubleshot technical issues, guiding customers through solutions to ensure minimal disruption to their services.

Assisted customers with account setup and service configurations, ensuring a smooth onboarding experience.

Userpilot

🔄 Customer Retention & Fraud Prevention

Proactively contacted customers regarding service issues, aiming to resolve concerns and retain their business.

Monitored for potential fraudulent activities, taking appropriate actions to safeguard both the company and its customers.

📊 Documentation & Process Improvement

• Supervised and motivated a team of 20 customer service

representatives to meet performance targets and service level

agreements.

• Monitored and analyzed key performance metrics KPIs) to identify

areas for improvement and implement strategies for better

efficiency.

• Conducted coaching and training sessions to enhance team

members' skills, product knowledge, and customer service

techniques.

• Managed scheduling and resource allocation to ensure adequate

coverage and optimal productivity.

• Handled escalations by resolving complex customer issues and

providing guidance to team members.

• Facilitated team meetings to communicate updates, performance

feedback, and company policies.

• Handled200inboundandoutboundcalls,emails,andlivechats

daily, assisting customers with inquiries, service issues, and

technical support.

• Provided billing support, including processing payments, setting up

payment plans, and addressing billing discrepancies.

• Assisted customers with internet, cable, and phone service

troubleshooting, ensuring timely resolution of technical issues.

• Managed account updates, service activations, plan upgrades, and

cancellations based on customer needs.

• Educated customers on promotions, service features, and retention

offers to enhance customer satisfaction and reduce churn.

• Resolved escalated customer concerns efficiently, ensuring a

positive customer experience.

• Maintained detailed customer records using CRM tools.