At Convergent - Network, I support customers through chat, email, and Zoom calls, handling questions about orders, payments, billing, and technical issues.
I troubleshoot technical and account problems by identifying root causes, document each interaction in the internal ticketing system, and coordinate with internal teams when a case needs escalation.
I consistently meet or exceed response-time, first-contact-resolution, and customer-satisfaction KPIs. I’ve also trained and mentored new team members, and received recognition as a CSAT Master and Employee of the Month.
