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Competencies
Demonstrated experience with Customer Communication.
Demonstrated experience with Problem Solving.
Demonstrated experience with Conflict Resolution.
Demonstrated experience with Technical Expertise.
Demonstrated experience with Leadership & Team Management.
Education
Languages
Experience
Customer Service & Technical Support Representative/Floor Support
Acted as an escalation point for complex customer issues, resolving service, billing and technical concerns efficiently., Mentored frontline agents by providing process guidance, real-time support, and feedback to improve call quality and compliance., Supported onboarding of new hires by delivering product knowledge sessions and best practices., Partnered with supervisors and QA to identify recurring behaviors, call handling pain points, and their impact to the customer experience leading to targeted coaching.
Customer Service & Technical Support Representative/Floor Support
Resolved high-volume, complex customer inquiries and technical issues via phone and chat maintaining high first-contact resolution rates., Assisted customers with advanced technical troubleshooting, including device setup, connectivity, and app/self-serve tools., Processed account changes and updates with zero errors in high-volume environments ensuring a positive experience even in high-stress situations.