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Customer Support Specialist with extensive multi-channel experience
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Competencies
Provided multi-channel support, case resolution, escalation handling, and managed CRM tools like Zendesk and Zoom.
Documented workflows and improvement actions to streamline customer service operations.
Coached support teams to improve service quality and accountability at Foundever.
Collaborated with operations, QA, and support teams to uphold service standards and continuous improvement.
Education
Languages
Summary
Dedicated Customer Support Specialist with a comprehensive background in managing customer inquiries, escalations, and process documentation. Skilled in CRM tools like Zendesk and Zoom, with hands-on experience coaching teams and optimizing workflows for improved customer satisfaction.
Key Achievements
- Led and coached customer support teams at Foundever - SharkNinja, enhancing service quality and accountability.
- Handled complex customer cases and escalations, ensuring resolution and satisfaction across diverse channels.
- Documented processes and improvements to optimize customer experience workflows and maintain service standards.
Experience
Customer Operations Specialist
Led and coached customer support teams, providing actionable feedback to improve service quality and accountability., Handled complex customer cases and escalations across different channels., Documented processes and improvement actions to optimize customer experience workflows., Collaborated with...
Bilingual Customer Service Agent
Delivered high-quality, personalized support across multiple channels., Managed customer inquiries and escalations with a strong focus on resolution and satisfaction., Ensured accurate case documentation and timely follow-ups., Met quality and compliance standards in a fast-paced environment.
Operations Support Agent
Managed customer tickets, pending emails, and operational documentation., Ensured timely case resolution and adherence to service standards., Supported operational workflows across back-office functions.