At Concentrix, I handled supervisor-level and escalated calls, working to resolve complex customer issues accurately and on time.
I used Salesforce to manage cases, document customer communications, and track follow-ups. I also researched reported problems and coordinated with cross-functional teams when further escalation was needed.
At Concentrix, I served as a floor-level resource for teammates handling complex queries and process questions. I verified customer details and handled sensitive data in line with HIPAA regulations, privacy protocols, and company SOPs.
Previously, as an Analyst at eClerx, I supported US-based customers with billing, payment, account, and service inquiries. I used Excel to audit customer and transaction data, investigated discrepancies, and guided customers through technical issues.
