Sonya-Cai

For over two years, I worked for Roadside assistance for a particular road club. I handled administrative and customer service tasks, from assigning a service provider to filling out missing details and liaising with several different departments and third-party clients.

Throughout my time at this company, I was responsible for providing customer service and technical support to North American customers on the US Cellular account. My

responsibilities included, but were not limited to:

Troubleshooting queries related to modems and phones

Resolving issues with smartphones

Communicating information regarding outages

Processing and monitoring orders

Throughout my tenure at this company, I was responsible for providing exceptional customer service and technical support to North American customers on the Altice USA

account. My key responsibilities included:

Troubleshooting and resolving a wide range of technical

issues related to modems, phones, and cable services.

Communicating and providing updates on outages and

other service disruptions to customers.

Scheduling and coordinating on-site visits with

technicians and service repair technicians to ensure

timely resolution of customer issues.

Continuously seeking ways to improve customer

satisfaction and experience by proactively identifying

and addressing areas of concern.

For my current client, I;

Provide exceptional customer service across email, chat, and phone, ensuring clear, professional, and warm communication.

Manage client inquiries and support using platforms such as Zendesk, Shopify, and CRM tools.

Handle social media engagement by managing inboxes, responding to comments, and maintaining a personable, professional brand voice on Instagram, Facebook.

Adapt quickly to industry-specific language and compliance standards, particularly within professional service environments.

Work independently in a remote setting, staying organized and self-directed while collaborating effectively with internal teams and clients.

Bring a client-first, polished approach to communication and outreach, enhancing the business’s reputation and client relationships.