Customer Service Representative

Verified

$5/hr

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Outline

Looking for Freelance work (8 hours/day) at $5/hour

High School Diploma

English proficiency Fluent

Professional Summary

Customer Support Virtual Assistant and Quality Assurance Specialist with 10+ years of experience in customer service, technical support, and quality a

Skills & Experience

Skills

Customer support, quality assurance, order management, troubleshooting, Zendesk, empathy, communication, problem-solving. 10+ Years

Experience highlights

Customer Support VA

OVA Virtual · July/2023 – /

Delivered multi-channel support (email, chat, phone via Zendesk) for a US-based e-commerce client,
maintaining a 90%+ customer satisfaction rating.
Resolved product/service issues with a 90% first-contact resolution rate, boosting customer retention.
Processed 50+ daily order requests (refunds, cancellations, returns, and exchanges) with minimal escalations.
Coordinated with fulfillment teams to resolve shipping/delivery concerns, reducing escalations by 15%.

Quality Assurance Analyst

Continuum Global Solutions · June/2022 – Present

Audited daily calls for a US-based customer service team using Verint, driving a 15% compliance improvement.
Analyzed DSAT verbatim trends and provided insights that reduced dissatisfaction drivers by 10% within 3 months.
Facilitated calibration sessions with operations via WebEx, MS Teams, and Blue Jeans.
Communicated red flags and compliance risks via Outlook and Slack, improving adherence.

Quality Assurance Analyst

Sykes Asia · December/2017 – Present

Audited customer care and technical support calls for a major US telecommunications
client using Verint, ensuring accuracy, compliance, and adherence to policies.
Coached agents on fraud prevention, process adherence, and corrective actions,
resulting in improved compliance scores and reduced errors.
Facilitated calibration sessions with clients and internal teams via WebEx and Google
Meet to align on quality standards.
Issued compliance alerts (ZTP and violations) through Outlook and Gmail.

Technical Support Representative (DSL)

Sykes Asia · December/2015 – Present

Handled inbound calls for a US telecommunications account, troubleshooting DSL
internet issues with an 85%+ resolution rate without field dispatches.
Processed technician scheduling and dispatch to address technical service issues,
contributing to faster resolution and improved customer experience

Customer Service Representative

Sykes Asia · June/2015 – Present

Delivered multi-service support for a Canada-based telecom client, assisting with billing,
payments, plan changes, device upgrades, and troubleshooting.
Ensured accurate and timely resolutions, contributing to positive customer experiences.

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