At IntouchCX, I support up to three frontline agents at a time through chat, creating and managing tickets for bugs and complex issues. I also coach agents on case management and customer communication.
I maintain 100% CSAT, 100% ticket accuracy, and 100% schedule adherence, resolving cases in 15 minutes or less while keeping to scheduled breaks to protect team coverage.
As a Chat Customer Service Representative at IntouchCX, I managed up to five simultaneous chats while maintaining 100% CSAT and QA scores. I also volunteered for overtime to support email and chat inquiries during high-volume periods.
At Telus International, I resolved customer issues involving payments, payment agreements, credit cards, and loans while following security and compliance procedures and keeping accurate account records.
