Sabrina swaby
@sabrinaswaby
Tier 2 Escalation Support Agent at VXI resolving complex customer account and service issues.
JamaicaWhat I'm looking for
At VXI, I handle complex customer issues and escalations, investigating account and service concerns. I work with internal departments to resolve issues in a timely way and meet QA, CSAT, and FCR performance indicators.
Previously, I assisted customers with billing and account inquiries at Conduent. At Teleperformance, I evaluated customer interactions and provided coaching recommendations, and also served as a Customer Service Representative.
Experience
Work history, roles, and key accomplishments
Tier 2 Escalation Support Agent
VXI
Handle complex customer issues and escalations, investigate and resolve account and service-related concerns, and collaborate with internal departments to ensure timely resolution. Meet key performance indicators including QA, CSAT, and FCR.
Customer Service Collection Agent
Conduent
Assisted customers with billing and account inquiries and resolved account concerns.
Quality Assurance Analyst
Teleperformance
Evaluated customer interactions and provided coaching recommendations.
Customer Service Representative
Teleperformance
Managed customer inquiries and delivered excellent service.
Education
Degrees, certifications, and relevant coursework
Roger Clarke High School
High School Diploma, General Studies
2013 - 2018
Attended Roger Clarke High School from 2013 to 2018.
Tech stack
Software and tools used professionally
Availability
Location
JamaicaAuthorized to work in
Salary expectations
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