Customer Support Representative

Provided technical and customer support to international clients via phone, email, and live chat. Resolved account, billing, software, captioning, subtitling, transcription, and SaaS platform issues across multiple time zones, including flexible and overnight shifts.

Used a calm, empathetic, and solutions-focused approach to resolve complex customer concerns and build customer trust. Worked independently in a fully remote environment while collaborating with teams, supporting customer retention, and maintaining consistently strong CSAT performance.

Produced accurate written transcripts from recorded audio, including phone and in-person conversations, using proprietary tools and company standards. Maintained high standards of grammar, readability, and transcription accuracy.

Performed proofreading and quality assurance for interview transcripts. Recognized as one of Rev.com's top-performing transcriptionists.

Managed sales operations, staff performance, customer acquisition, sales growth, and team development across the East Rand and Knysna locations. Led staff training, weekly meetings, cold calling, follow-up appointments, and process improvement activities.

Coached sales staff to improve customer engagement, conversions, and overall performance. The East Rand branch was recognized as the highest sales performer among more than 70 franchises during this tenure.