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Customer Service & Experience Specialist (SME)
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Competencies
Demonstrated experience with Customer service and client experience.
Demonstrated experience with Handling escalations.
Demonstrated experience with Conflict resolution.
Demonstrated experience with Technical troubleshooting.
Demonstrated experience with Training, coaching, and mentoring new hires.
Education
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Summary
Professional profile
Experience
Customer Service & Experience Specialist (SME)
Provide customer support via chat and phone for the Walmart Campaign.. Serve as Subject Matter Expert (SME), supporting escalated queries and ensuring quality assurance.. Assist in training and onboarding new hires, guiding them on processes and systems.. Handle billing, order tracking, product inquiries, and customer escalations with efficiency.. Recognized for high attention to detail and problem-solving skills.
Account Change Specialist
Assisted U.S. and Canadian customers with account access issues using tier-2 security processes.. Guided customers through creating and securing new accounts when recovery failed.. Trained initially as Customer Service Associate, supporting refunds, returns, and third-party claims.
Customer Service Advisor
Assisted broadband, landline, and set-top box customers with technical troubleshooting and billing queries.. Booked engineers and technicians for fault handling.. Provided sales support in line with customer needs.
Credit Advisor
Assisted customers with payment arrangements and credit management.. Advised on strategies to maintain a good credit record after resolving arrears.