As a Customer Service Representative, I supported customers across U.S. business hours by voice, email, and live chat. I handled billing, order tracking, technical troubleshooting, and urgent escalations, maintaining 95% customer satisfaction through clear communication and follow-up.
I resolved delivery and order issues by investigating causes with operations and fulfillment teams, and coordinated incident escalations while keeping customers updated. I also supported outbound lead generation, converting about 30% of qualified inquiries into sales through needs analysis and tailored recommendations.
I introduced FAQ materials, canned responses, and call handover templates, and trained teammates; average handle time fell from 7 to about 4–5 minutes and first-call resolution improved by 30%. I used Freshdesk, Zoho Desk, Zendesk, and Google Workspace to manage tickets and customer records, including AI features such as Freddy and Zia.
