Customer Support Representative

My position with ModSquad is a UK Representative, specialising in the capacity of a customer support contractor. I have seamlessly transitioned between multiple companies, each requiring exceptional customer support across diverse channels, including email, live chat, and social media platforms. Fostering a strong connection with ModSquad’s clients has consistently remained a primary objective of mine. I take pride in having earned the trust of the two companies I’ve worked with to onboard and train new employees—an achievement that fills me with immense pride. Furthermore, I’ve contributed proactively to ModSquad’s business expansion endeavours. By leveraging my direct interactions with prospective clients, I’ve advocated for ModSquad’s proficiency in customer support, drawing upon my own experience to encourage them to engage ModSquad’s services.

- Comprehensive Customer Support: Assisted customers via email with upgrades, ticket purchases, and swaps, streamlining refund evaluations and ensuring strict policy compliance.
- Social Media Engagement: Delivered prompt and professional responses to enquiries on Facebook and Twitter, driving timely resolutions and higher engagement.
- Trusted Decision-Maker: Entrusted with reviewing high-priority refund cases and granted discretionary authority to issue refunds/credits when necessary, reflecting strong business and customer advocacy.
- Team Leadership & Process Optimization: Guided colleagues through complex issues by optimising response strategies, which reduced resolution times and enhanced team performance.
- Technical & Content Support: Provided real-time troubleshooting support via live chat and email for shipping software, and reviewed TikTok content to ensure compliance with client policies.
- Mentorship: Trained and mentored new employees on customer engagement best practices, ensuring consistent service quality across multiple teams.

- Delivered personable, proactive customer support in a fast-paced retail environment, honing effective communication and problem‐resolution skills.
- Adapted quickly to digital tools and collaborated with team members to ensure seamless customer interactions, laying the groundwork for successful remote work.

- Maintained high standards and attention to detail under pressure, demonstrating strong organisation and troubleshooting skills transferable to remote customer support.
- Collaborated with cross-functional teams to resolve issues and optimise processes, reinforcing effective communication and remote coordination abilities.