Dolice - Customer Care & Sales Representative

Demonstrated experience with Salesforce.

Demonstrated experience with Zendesk.

Demonstrated experience with Microsoft Office (Word, Excel, PowerPoint).

Demonstrated experience with Team leadership & mentoring.

Demonstrated experience with Escalation handling & peer coaching.

Provided customer care and sales support, handling inquiries, orders, and issue resolution for a high-volume warehouse retail operation.. Recognized as an Experience Maker, delivering a consistently positive and memorable customer experience.. Balanced sales objectives with customer satisfaction, building rapport quickly in a fast-paced remote environment.

Provided comprehensive support for smart home systems, including troubleshooting HVAC systems.. Used Salesforce daily for managing, tracking, and resolving customer support cases.. Developed hands-on experience with Zendesk, efficiently handling support tickets and collaborating with internal teams.. Acted as a team leader, guiding colleagues through challenging technical support cases.. Trained new team members in technical troubleshooting and customer service best practices, while also managing support tickets.

Handled technical support requests using Salesforce, ensuring prompt resolution and accurate case logging.. Provided high-level support to customers, leveraging Salesforce to track progress and update tickets.. Collaborated with internal teams to escalate and resolve complex customer issues using Salesforce.

Led the Prime Mentoring Program, mentoring team members to improve performance.. Acted as Team Leader, overseeing both English and French-speaking teams.. Provided direct support for the French program, coaching team members to excel in customer service.. Regularly used Salesforce to log and resolve customer inquiries efficiently and accurately.. Assisted the sales team with customer interactions and case tracking.