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Operations Support Representative with 3+ years of customer service expertise
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Competencies
Handled customer inquiries and facilitated resolution of issues across multiple channels.
Managed a variety of cases for different lines of business, including complex service requests.
Developed and delivered training materials and maintained knowledge base documentation.
Ensured quality of team member work and contributed to process enhancements.
Utilized CRM and helpdesk tools for case tracking, customer communication, and documentation.
Education
Languages
Summary
Experienced support representative skilled in case handling, team training, and quality assurance within digital and retail environments.
Key Achievements
- Managed diverse case types including payments and refunds, ensuring timely resolution
- Led training and knowledge base development for new team members, enhancing onboarding processes
- Served as Subject Matter Expert in account maintenance and project execution for mass closures
Experience
Operations Support Representative
Managing cases for different lines of business (create, send and solving cases for different types of requests, payments, refunds, etc), Reviewing paperwork of merchants requests for closures, Trainer for new team members (Schedule meetings and create a knowledge base with all the processes carried out in the LOB), Quality Assurance of team member’s work (New and current members), Subject Matter Expert in account maintenance and closures (Handle projects for mass closures), Taking care of escalation emails.
Customer service representative
Handle chats for customer service at Walmart in high season. Regarding their orders and payments.