I'm currently resolving 45–60 daily email and live chat cases at Outsource Global, covering order status, account access, returns, and refunds. I maintain clear Zendesk records and achieved a 91% average quality score in the most recent quarter.
Across Outsource Global, Sigma Connected, and Kura, I've supported retail, online-service, and e-commerce customers through email, live chat, and social channels. I've investigated account and billing issues, gathered evidence for escalations, updated customer details in CRM systems, and followed cases through to completion.
I've also helped onboard two new hires, rewritten knowledge-base articles, and improved saved replies when recurring customer questions appeared in the queue.
