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Ian
Senior Customer Support Specialist
Contato
Competências
Extensive experience handling customer inquiries via email, phone, and chat, across multiple industries.
Skilled in resolving technical issues, escalations, and creating workflows to optimize response efficiency.
Led onboarding sessions for new support agents, reducing training time and improving team readiness.
Implemented documentation and strategies that cut average handling and resolution times.
Proficient in Zendesk, and familiar with CRM systems to enhance customer support operations.
Formação acadêmica
Idiomas
Resumo
Experienced in managing high-volume customer inquiries, optimizing support workflows, and leading onboarding initiatives. Proven ability to improve resolution rates and customer satisfaction scores through process enhancements and effective communication.
Principais conquistas
- Led a project at TTEC that improved first contact resolution by 25% over 6 months.
- Reduced ticket resolution time by 30% through the creation of macros and canned responses in Zendesk.
- Served as team lead for onboarding and training 3 new agents, reducing training time by 40%.
Experiência
Senior Customer Support Specialist
Resolved an average of 70+ customer inquiries per day across email, phone, and live chat, maintaining a 98% customer satisfaction rating., Served as team lead for onboarding and training 3 new agents; reduced training time by 40% with revised documentation and shadowing sessions., Created internal...
Customer Support Representative
Handled an average of 65+ customer inquiries daily, maintaining a 95% customer satisfaction score., Reduced average call handling time by 22% through efficient troubleshooting and knowledge base updates., Achieved top 5% agent status regionally for 3 consecutive quarters., Spearheaded a feedback...
Customer Support Associate
Supported Medicare/DME patients with billing and documentation issues, Verified prior authorizations, processed insurance claims, and followed up on denied claims, Reduced average claim time by 18% through improved case documentation