At ISON Xperiences, I supported customers with account, billing, product, and service concerns across voice calls, WhatsApp, email, and social media. I handled high volumes of daily interactions while working to resolve concerns clearly and within service standards.
In voice support, I maintained a 95% QA score and 92% CSAT, with an average 5-minute AHT. I used Zendesk and 3CX to document customer interactions and escalate issues when needed.
For WhatsApp, email, and social media, I managed customer conversations using Freshdesk, Freshchat, and Zendesk. I handled complaints, protected customer privacy, and shared recurring issues with relevant teams for follow-up.
