Lucy - Customer Support Specialist with 9+ years in contact centers

Extensive experience in providing customer support via chat, email, phone, and social media platforms.

Diagnosed and replicated backend issues, managed technical inquiries, and supported SaaS tools.

Handled billing inquiries, processed payments, and up-sold memberships and add-ons.

Utilized Zendesk, Salesforce, and social media APIs to manage customer interactions and resolve issues.

Provided bilingual customer service and trained colleagues in diverse departments.

Manage users via Chat, Email, and Phone, Resolved user issues on the app platforms, Diagnosed backend to resolve issues and replicated issues., Customer service, Billing, Vocational timeshare bookings, Up-Sale, Renew memberships and add-ons

Manage users via chat, email, phone, and social media, Billing and technical inquiries, Analytics discrepancy, troubleshooting, Social network connections, social network APIs, Replicated issues for testing

Answered general questions, Canceled policies, Created claims tickets, and created user accounts, Transfer our customers to the accurate department if needed., PROMOTED TO CLAIMS DEPARTMENT | FLOOR WALKER, Provide claim status, Provide accurate information on documents needed to create a claim ticket., Set up callbacks with the claim’s examiner (from the USA), Assist my colleagues in the Customer Care Department with information regarding claim tickets., Help guided new agents in the Customer Care Department

Scheduling meetings for real state courses., Provided updates on their pending courses., Provide relevant information to our customers such as the date, time, and location of their real-state meetings and courses.

Technical, billing, customer support, Schedule payment extensions, Create new user accounts, retain customers from canceling, and modify users’ programming packages., Scheduling installation appointments, processing invoices