Duk Junior
@dukjunior
Customer service and technical support representative improving CSAT through empathetic, KPI-driven support.
CanadaWhat I'm looking for
I’m a results-driven Customer Service & Technical Support Representative with 6+ years supporting U.S. and Canadian customers in high-volume remote call center environments. I handle phone, chat, and email support while focusing on customer retention, de-escalation, and clear problem-solving.
At Agero (via Arise), I managed 80+ inbound interactions daily, maintained 94%+ CSAT, and consistently met SLAs, FCR, AHT, and quality standards. I use Salesforce and Zendesk for case management, ticket documentation, and follow-up, bringing a strong remote collaboration mindset to every engagement.
Experience
Work history, roles, and key accomplishments
Customer Service & Technical Support Rep
Agero (via Arise)
Jun 2021 - Sep 2025 (4 years 3 months)
Handled 80+ inbound customer interactions daily in a fully remote environment while meeting service-level agreements (SLAs). Maintained 94%+ CSAT through problem resolution and empathy, using Salesforce and Zendesk for case management and documentation while meeting FCR, AHT, and quality targets.
Customer Service Rep & Interpreter
Language Line Solutions
Jan 2019 - May 2021 (2 years 4 months)
Provided real-time interpretation services for healthcare, legal, and government clients while maintaining accuracy, professionalism, and confidentiality in a high-volume call environment. Supported customers through clear communication and problem resolution.
Call Center Associate
CCI Resources
Jun 2018 - Jan 2019 (7 months)
Delivered inbound customer service support via phone and chat channels, resolving account inquiries and documenting customer interactions using CRM systems. Maintained performance and quality benchmarks in a fast-paced call center environment.
Education
Degrees, certifications, and relevant coursework
George Brown College
Diploma in Business Administration, Business Administration
Earned a Diploma in Business Administration at George Brown College in Toronto, Ontario.
Tech stack
Software and tools used professionally
Availability
Location
CanadaAuthorized to work in
Job categories
Skills
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