Customer Support and Operations Professional

I am a customer support and operations professional with experience supporting global customers through chat, email, and phone channels. I focus on delivering accurate, efficient, and customer-centered resolutions while maintaining strong service quality.

I have hands-on experience in Tier-1 and Tier-2 support, ticket lifecycle management, SLA tracking, escalations, and complex account recovery cases. My work includes handling unauthorized access, MFA issues, account restrictions, fraud indicators, and sensitive account requests.

I am proficient in Oracle Service Cloud, Zendesk, ServiceNow, Freshdesk, Salesforce, Jira, and Confluence. I use these platforms to document issues, manage workflows, identify root causes, and collaborate with cross-functional teams.

My background also includes mortgage processing, banking operations, financial advisory support, loan documentation, customer verification, and compliance-oriented record keeping. I am comfortable managing inbound and outbound customer interactions and following regulated processes.

I value process improvement, clear communication, and knowledge sharing. I have authored internal knowledge-base articles, coached new hires on troubleshooting and escalation procedures, and have been recognized for strong performance and customer support quality.