Gwan Ulrich
@gwanulrich
Customer Service Representative at Amazon who resolved customer issues while maintaining a 95% satisfaction rating.
CameroonWhat I'm looking for
At Amazon, I handled customer calls, emails, and live chats about orders, deliveries, and account information, maintaining a 95% customer satisfaction rating.
I also helped customers place orders, make cancellations and returns, and troubleshoot Amazon devices and digital services. By collaborating with internal departments and escalating cases when needed, I contributed to reducing average resolution time by 20%.
At VXI - Aetna, I explained healthcare benefits and guided members through claims, portal access, and digital tools. I followed HIPAA policies when handling sensitive patient data and documented member interactions in Aetna’s CRM system.
At ECARS, I greeted customers and coordinated service appointments, payments, and vehicle pickups. I also maintained customer and vehicle records while working with technicians and service advisors to resolve issues.
Experience
Work history, roles, and key accomplishments
Handled high volume of inbound calls, emails, and live chat support, resolving issues related to orders, deliveries, and account information while maintaining a 95% customer satisfaction rating. Assisted with order placement, cancellations, returns, and troubleshooting technical issues with Amazon devices and digital services.
Customer Service Representative
VXI - Aetna
Aug 2023 - Mar 2024 (7 months)
Provided detailed explanations of healthcare plan benefits, coverage options, and network providers, contributing to informed member decisions and increased plan retention. Guided members through the claims process and provided support through chat and email while implementing HIPAA policies.
Front Desk Support
ECARS
Feb 2023 - Jul 2023 (5 months)
Greeted and assisted customers, technicians, and vendors in a professional manner. Managed incoming calls, emails, and messages regarding service appointments, estimates, and vehicle status, and coordinated service appointments and vehicle drop-offs/pickups.
Education
Degrees, certifications, and relevant coursework
IUGET University Of Douala
Associate degree, Software Engineering
Associate degree in Software Engineering from IUGET University Of Douala, graduated in 2023.
Tech stack
Software and tools used professionally
Availability
Location
CameroonAuthorized to work in
Salary expectations
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