Customer Service Representative / Quality Assurance Analyst

Handled customer inquiries and complaints through phone, email, and live chat, providing accurate and timely resolutions in line with company policies. Maintained customer records, performed data entry, updated Salesforce CRM fields, and supported scheduling and coordination of onboarding sessions for customers and agents.

Monitored calls, chats, and emails for quality, accuracy, and adherence to standards. Prepared productivity reports in Microsoft Excel and Google Sheets, coached agents, identified recurring quality gaps, and proposed corrective actions. Reduced manual errors by more than 25% and repeat support queries by 30% while maintaining top-tier QA scores.

Responded to customer inquiries and complaints via phone, email, and chat, delivering empathetic and efficient support. Managed order processing, shipment tracking, delivery failure investigations, and clear communication throughout the customer service process.

Logged interactions and resolutions in Salesforce CRM, escalated complex cases, maintained confidentiality protocols, and supported outbound telesales campaigns and inventory coordination. Achieved customer satisfaction scores above 90% and was twice recognized as Customer Service Representative of the Week.