In my current Customer Service & Support Specialist role, I manage more than 100 weekly inbound requests across phone, email, and chat, with a 90%+ first-contact resolution rate.
I troubleshoot real-time system and voice-agent issues, helping reduce repeat tickets by 10%. By gathering complete case context before escalation, I’ve decreased engineering follow-ups by 20%.
I document cases in Salesforce and collaborate with cross-functional teams via Slack. I’ve contributed to a 15% improvement in CSAT.
Previously, I managed customer support inquiries and ticket escalations, and worked as a Virtual Assistant handling inboxes, calendars, data entry, online research, and digital files.
