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Liliana
Intake Specialist
Contato
Competências
Experience handling customer inquiries via phone, email, and chat, ensuring high-quality service and issue resolution.
Provided troubleshooting, technical assistance, and support for cloud services and mobile applications in diverse environments.
Utilized software tools like Smart Advocate to manage data entry, case updates, and client information securely and efficiently.
Communicated procedural steps clearly to clients and conducted follow-ups to ensure case completeness and satisfaction.
Handled multiple support channels and client requests simultaneously, maintaining productivity and accuracy.
Formação acadêmica
Idiomas
Resumo
Dedicated support specialist with over 8 years' experience in client intake, technical troubleshooting, and customer service. Skilled in handling high-volume interactions, managing case data, and providing effective technical and client support across industries including legal, finance, and...
Principais conquistas
- Managed client intake process at Dolman Law, ensuring accurate data collection and timely case progression across multiple legal areas.
- Provided technical support for cloud services and mobile applications, handling troubleshooting and client queries effectively.
- Delivered high-volume customer support, maintaining service standards across chat, email, and phone channels for diverse client needs.
Experiência
Intake Specialist
Managed client intake process, collecting accurate case information and maintaining confidential records., Conducted follow-ups to obtain missing documents and ensured timely case progression., Utilized Smart Advocate software for data entry and case updates., Communicated next steps and procedural...
Customer Service Representative (Part-time)
Provided customer support via chat and email, managing up to 3 simultaneous chats., Assisted customers with order inquiries, issue resolution, and follow-ups., Maintained high-quality service standards for US-based clients.
Technical Support Representative
Provided technical support for a financial application., Assisted users with cloud services such as OneDrive, Dropbox, and Carbonite., Worked as a Tier 1 agent handling troubleshooting, software installation, and navigation issues., Created and managed support tickets and technical appointments.
Customer Service Representative
Delivered customer support for Australian clients via phone, chat, and email., Handled high-volume interactions (10–15 emails per hour and up to 2 chats simultaneously)., Assisted customers with damaged and lost cards., Created tickets and escalations for gift card replacements.
Customer Service, Technical Support, Sales & Retention
Provided advanced technical support for mobile, internet, and TV services., Handled inbound and outbound calls for residential and business accounts., Delivered billing assistance, sales support, and retention/loyalty services., Scheduled technical visits and created service tickets., Managed...