At Sutherland Global Services, I handled customer inquiries, order issues, billing concerns, and basic technical problems for U.S.-based e-commerce accounts.
I supported customers by phone, email, and chat, documented interactions in CRM systems, and followed escalation procedures for complex issues.
I met quality, productivity, and customer satisfaction metrics while contributing to service goals and customer retention efforts. My background also includes coaching, quality assurance, KPI and SLA management, and workforce coordination.
