I'm currently managing high-volume chat support at Ibex Global, resolving escalated issues, troubleshooting technical problems, and maintaining response-time and first-contact-resolution KPIs. I also document customer interactions in CRM systems and collaborate with cross-functional teams to report platform bugs and enhancements.
Across Ibex Global, Touchstone Communications, and Prime BPO, I've supported customers through chat, email, and phone while handling account updates, renewals, software support, platform demos, and workflow documentation. I've consistently focused on proactive problem-solving, active listening, and accurate resolutions, contributing to approximately 95% CSAT.
