At Extraordinary Customer Experience, I handled chat and email support for a finance account, investigating billing discrepancies, transaction disputes, and account-verification concerns while following privacy and security procedures.
I documented cases and resolutions in CRM systems, responded to sensitive inquiries, and managed simultaneous chats while maintaining accuracy. When a concern needed more help, I coordinated follow-ups.
For an e-commerce account at Extraordinary Customer Experience, I assisted customers with order tracking, returns, refunds, and exchanges. I worked between customers, the warehouse, and third-party logistics providers to support timely delivery, and updated orders and customer information in backend systems.
In a telco account, I guided customers through internet, cable, and phone troubleshooting. I also met retention and upselling metrics for value-added services.
