Outline
Looking for Full-Time work (8 hours/day) at $8/hour
Associate Degree
English proficiency Fluent
Professional Summary
Skills & Experience
Skills
Experience highlights
- Provided phone and email assistance for bookings, modifications, cancellations, and refunds while partnering with hotels to confirm reservations, resolve conflicts, and maintain accurate listings
- Consistently achieved 94%+ CSAT and reduced booking escalations by 33% through prompt resolutions, proactive communication, and customer-focused support
- Served as the first point of contact for Google employees, resolving logistic and technical inquiries via tickets, calls, and emails while maintaining accurate records and meeting SLA standards for timely dispatch.
- Collaborated with managers using Google Suite to track performance, address challenges, and identify training needs, driving process refinements that improved support efficiency and team performance by 15%
- Delivered expert-level troubleshooting and advanced solutions for complex technical issues across Google products and services, while developing knowledge resources, training teams, and collaborating cross-functionally to enhance processes and customer satisfaction
- Improved operational efficiency by 15% and service quality by 20% through workflow analysis, process enhancements, and mentoring 50+ agents, reducing escalations by 20%
and strengthening overall team performance
concerns while troubleshooting connectivity, mobile, and internet issues, ensuring accurate information and effective resolutions
- Delivered 90% first-contact resolution and 95% customer satisfaction, while reducing escalations by 23% through efficient troubleshooting, proactive guidance, and escalation management
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