At Concentrix’s Medical Insurance Project, I manage 50–70 customer support cases daily and maintain 95%+ SLA compliance. I support customers through live chat, email, and phone, investigating payment issues and escalating unresolved cases to internal teams.
I achieved 89% First Contact Resolution through proactive troubleshooting and ownership of complex customer cases. I also guide customers through app setup and feature adoption, document interactions in Salesforce CRM, and follow up to confirm successful outcomes.
At Majorel / Teleperformance, I reviewed user-generated content and resolved high-priority Trust & Safety escalations using policy interpretation and risk assessment. At Gold's Yacht, I managed luxury yacht charters and bespoke events, exceeding monthly sales conversion KPIs by 20% through upselling and personalized service.
