Customer Support and Operations Specialist

Provide technical support for hardware and software products to a global customer base via phone, email, and chat. Resolve complex issues using advanced diagnostic tools, consistently meeting KPIs for first contact resolution and customer satisfaction. Manage billing inquiries, ensuring accuracy and professionalism across all customer interactions. Act as escalation point for critical cases, collaborating with senior engineers to deliver timely solutions. Identify recurring technical issues and contribute insights to improve processes and documentation. Stay current through ongoing product training, adapting quickly to updates and new tools.

Provided administrative support, translations, proofreading, and content creation for international clients. Delivered high-quality work that resulted in repeat business and referrals. Customized solutions to meet client needs, improving service delivery and satisfaction.

Led daily operations for a busy entertainment venue, managing a team of 15 to consistently exceed sales targets. Achieved a 10% revenue increase through effective upselling and promotions. Reduced labor costs by 15% through improved scheduling while maintaining staff engagement. Enhanced inventory management processes, cutting stock discrepancies by 30%. Designed and led training programs, reducing new hire onboarding time by 40%. Acted as primary point of contact for customer escalations, ensuring high guest satisfaction.