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Robert Vualnam

@robertvualnam

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I resolve complex customer escalations and improve remote support outcomes for global clients.

India

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What I'm looking for

I'm looking for a remote customer support or escalation role where I can resolve complex issues, improve customer experience, collaborate across time zones, and use CRM systems to strengthen service outcomes.

I've supported global e-commerce and insurance customers through complex inquiries, payments, renewals, and escalations.

At OJCommerce.com, I provided end-to-end remote support for 50+ U.S.-based e-commerce clients, resolving 90% of inquiries within 24 hours and improving retention by 20% through proactive issue resolution.

At Aegis, I managed 200+ complaint escalations each month, achieved a 98% resolution rate within SLA deadlines, and trained 10+ team members in conflict resolution. I also worked with FCC, BBB, and internal departments on regulatory issues that reduced client churn by 15%.

Earlier at Convergys and Firstsource, I supported car insurance accounts and automated customer-service workflows in Excel, improving satisfaction and reducing resolution time. I work effectively across time zones using Salesforce, Zendesk, Slack, Zoom, and CRM platforms.

Experience

Work history, roles, and key accomplishments

Remote Customer Support Specialist

OJCommerce.com

Jun 2021 - Oct 2021 (4 months)

Provided end-to-end support for 50+ U.S.-based e-commerce clients, resolving 90% of inquiries within 24 hours using CEM tools. Streamlined communication across time zones, improving customer retention by 20% through proactive issue resolution.

Customer Experience Management CRM Systems Zendesk Shopify Remote Collaboration Cross Cultural Communication Compliance Agile Workflows

Customer Escalation Manager

Aegis

Dec 2017 - Oct 2018 (10 months)

Managed 200+ complaint escalations monthly, achieving a 98% resolution rate within SLA deadlines. Liaised with FCC, BBB, and internal departments to resolve regulatory issues, reducing client churn by 15%.

Conflict Resolution Regulatory Compliance FCC BBB team training Process Improvement

Billing & Payment Specialist

Convergys

Nov 2012 - Jan 2014 (1 year 2 months)

Supported 40+ car insurance accounts, resolving renewal and payment inquiries, improving satisfaction from 65% to 80% in 6 months. Automated customer service workflows using Excel, reducing ticket resolution time by 30%.

Billing Payment Processing Customer Satisfaction Excel Workflow Automation