Cristian - Customer Service Specialist with 4+ years in tech and e-commerce

Provided support and resolution for customer inquiries, escalations, and technical issues.

Tracked and managed client cases using Salesforce software.

Resolved technical issues related to Outlook, Xbox, and Surface devices and facilitated warranty repairs.

Assessed and mitigated fraud and suspicious activities in transaction processing.

I worked as an Intake member for the Executive, Legal, and Press (ELP) Escalation team's intake. My duties included creating, rerouting, and transferring cases to the appropriate technical, commercial, or consumer teams according to requests.

I managed executive-level customer escalation cases via phone or email related to Account & Billing, including handling refunds, cancellations, and account recovery., I provided troubleshooting related to Outlook, Xbox and Surfaces devices and resolved warranty matters for Xbox and Surface...

I had to identify and mitigate fraud trends., I assessed, held, or released suspicious orders and performed account sanitization to mitigate risk as needed.

I resolved customers issues related to purchases, invoices managed escalations effectively for B2C by phone chat and email., I utilized Salesforce to track and manage client cases., I used excel to manually create a report to enter the orders not reflected on the customer's account.