Senior Customer Service Representative

Managed more than 50 customer interactions daily across phone, email, live chat, and AI-assisted chatbot channels, maintaining customer satisfaction scores above 95%. Delivered healthcare support while documenting accurate CRM records and maintaining full HIPAA and company-policy compliance.

Monitored chatbot support queues and manually resolved 90% of escalated automated cases. Managed escalations, de-escalated 98% of complaints within 15 minutes, identified recurring root causes, and implemented corrective actions that reduced complaints by 15%.

Supervised and trained a team of 15 representatives, conducted quality assurance audits, created training materials, and provided performance feedback and career coaching. Collaborated with internal teams on workflow improvements that increased efficiency by 25% and produced weekly management reports on service metrics and customer trends.

Delivered technical customer support through inbound and outbound calls, email, live chat, and digital channels in a high-volume, SLA-driven environment. Assisted customers with account access, billing questions, service disruptions, product support, troubleshooting, and digital platform navigation.

Used Salesforce and ticketing workflows to document interactions, manage cases, track escalations, and ensure timely follow-up. Streamlined Salesforce workflows to improve issue resolution time by 30% and implemented automated reminders that improved follow-up compliance by 35%.

Consistently supported KPI performance across CSAT, average handle time, first contact resolution, adherence, and quality standards. Collaborated with internal departments on escalated issues and supported onboarding and peer development through best-practice coaching.

Provided Tier 1 customer service and technical support through phone, email, and live chat in a technology consulting environment. Guided customers through software troubleshooting, product questions, account servicing, billing inquiries, payment discrepancies, and follow-up resolution.

Educated customers on product usage, helping increase satisfaction and reduce complaints by 15%. Worked with technical support teams to resolve software issues, improve customer retention by 12%, and reduce resolution times through streamlined troubleshooting processes.

Mentored new hires on company policies and service practices, managed multiple requests simultaneously, and contributed ideas during team meetings to improve the customer experience. Maintained current product knowledge to proactively resolve issues and reduce support requests.

Bachelor of Arts in Communication Studies.