I am a customer support professional with over eight years of experience delivering high-volume phone, email, and ticket-based support. I focus on creating clear, empathetic customer experiences while taking end-to-end ownership of cases.
I have supported customers with account access, billing inquiries, service availability, digital banking, online payments, transaction issues, and technical concerns. I am experienced in resolving complex complaints, de-escalating sensitive situations, and improving first-contact resolution.
In my current role at TeKnowledge, I manage 40 to 60 or more customer interactions daily across multiple support channels. I consistently maintain strong SLA performance, an average CSAT score of 4.8 out of 5, and high customer-retention outcomes.
I am proficient with Salesforce, Zendesk, CRM platforms, ticketing systems, digital banking platforms, and knowledge-base systems. I document interactions accurately, collaborate with internal teams on escalations, and use case-management practices to reduce resolution times.
My background also includes online payments support within banking, where I handled transaction disputes, authentication issues, fraud-prevention escalations, and customer education on secure digital banking use. I bring a detail-oriented, reliable, adaptable, and customer-focused approach to SLA-driven environments.
