At IBEX, I handled customer interactions for the Walmart.com Voice Campaign, resolving order, refund, cancellation, returns, and delivery concerns. I maintained an average 90% CSAT while meeting campaign performance and quality standards.
I resolved complex issues by identifying customer concerns, de-escalating challenging interactions, and explaining available options. When additional investigation was needed, I coordinated escalations with Payments, IT, order fulfillment, marketplace support, and Account Review.
When the designated SME was unavailable, I supported more than 20 team members with guidance on processes, tools, policies, and customer-handling procedures. I also helped customers place orders and navigate account inquiries, including providing step-by-step guidance to elderly customers.
