At Zalando, I managed complex customer cases and escalations, investigated issues using Jira, and followed internal procedures and compliance guidelines.
I documented cases accurately and worked with cross-functional teams to resolve escalations. I also identified potential fraud and operational risks, applying procedures to protect customers and the business.
At Verizon Wireless, I handled escalations involving billing disputes, account discrepancies, service issues, and complaints. I reviewed account histories to identify root causes and worked with billing, technical support, and operations teams on resolutions.
Earlier at Verizon Wireless, I supported customers with account inquiries, service options, billing, and account management. As an Administrative Assistant at Deployed Services, I improved administrative workflows, contributing to a 15% increase in operational efficiency.
