Hazel - Customer Service and Quality Analyst with diverse support and monitoring experience

Provided direct support to customers via calls and emails, managing inquiries and issue resolution.

Conducted call monitoring and analysis to ensure compliance and improve service quality.

Documented and escalated technical issues, ensuring proper communication and resolution pathways.

Generated reports based on performance data to identify trends and actionable insights.

Providing customer support and resolving delivery-related inquiries by handling calls and emails as the primary point of contact between customers and the delivery company.

In charge of monitoring calls and ensuring that agents and staff were aligned with client procedures., Identifying trends, creating reports, and providing actionable insights to improve performance.

Managing and documenting technical issues, from the first contact to resolution., Knowing when to escalate complex issues to higher-level support or Microsoft technical teams and ensuring clear communication with customers regarding the status of their cases, timelines for resolution, and any necessary follow-ups.

First point of contact for ToysRus and BabiesRus online consumers., Responsible for managing customer inquiries, issuing refunds, and coordinating item replacements.