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Customer Support Specialist with 5+ years in tech and service industries
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Competencies
Expertise in resolving customer inquiries and issues across diverse platforms, ensuring high customer satisfaction.
Proficient in troubleshooting gaming and account-related issues, with experience in escalations and issue resolution.
Effective communicator capable of handling complex customer interactions with professionalism and clarity.
Skilled in using Zendesk, Freshdesk, and similar platforms for case management and follow-up.
Proficient in Word, Excel, and Outlook for documentation, reporting, and communication.
Education
Languages
Summary
Experienced in resolving customer issues across tech and service sectors, with strong communication and problem-solving skills. Proven ability to handle high-volume inquiries, troubleshoot technical problems, and improve customer satisfaction.
Key Achievements
- Resolved complex product and account issues for UK and Ireland bicycle customers, improving customer satisfaction.
- Handled high-volume inbound and outbound calls, increasing issue resolution efficiency by 20%.
- Provided technical troubleshooting for PlayStation accounts, reducing escalation cases by 15%.
- Managed urgent communications related to payments and refunds, ensuring timely resolutions.
Experience
Customer Service Agent
Provided customer service for a UK and Ireland bicycle company.. Resolved product issues and guided customers through the application process.. Supported customers with account creation, login issues, and access troubleshooting while maintaining a strong focus on accuracy, privacy, and user experience.
Cold Calling Agent
Conducted outbound calls to promote fast food services.. Handled incoming calls to resolve issues related to incorrect orders.. Managed urgent email communications regarding payments, refunds, and monthly offers.
Tech Support Agent (PlayStation account)
Responded to customer inquiries about accounts, subscriptions, and device support.. Provided troubleshooting assistance and guided users through solutions.. Managed sensitive escalation cases involving device or account issues.