Experienced Customer Service Professional

In my role at TaskUs as a Support Advisor, I provided meticulous email and chat support to merchants. With a focus on prompt and accurate responses, I aimed for at least 95% First Contact Resolution rate, ensuring merchant satisfaction. I excelled in completing follow-up documentation and accurately tagging issues, enhancing overall support quality.

In my role at TaskUs as a Support Advisor, I provided meticulous email and chat support to merchants. With a focus on prompt and accurate responses, I aimed for at least 95% First Contact Resolution rate, ensuring merchant satisfaction. I excelled in completing follow-up documentation and accurately tagging issues, enhancing overall support quality.

At TaskUs, I efficiently supported merchants using Zendesk, taking assigned and unassigned tickets for email assistance. I navigated the platform adeptly to provide timely support, address merchant issues, and offer strategic guidance. I also ensured accurate documentation, tagging, and issue escalation, maintaining a focus on efficiency and quality service delivery.

I started my BPO experience in phone support within the telecommunications industry. At VXI, I managed high call volumes, meeting sales targets and maintaining high customer satisfaction scores. While at iQor, I further honed my skills, handling diverse responsibilities for a major telecommunication company.

In my role as a Shopify Support Advisor at TaskUs, I provide comprehensive assistance to merchants via live chat or email, aiding them in setting up and managing their online stores. I leverage my expertise to offer tailored coaching and growth opportunities based on their analytics reports, ensuring their businesses thrive. With a keen eye for detail, I prioritize achieving a 95% First Contact Resolution (FCR) rate, enhancing overall merchant satisfaction and minimizing customer attrition. My commitment to excellence and proactive approach to problem-solving enable me to deliver exceptional support and drive positive outcomes for our clients.

During my time at iQor, I efficiently utilized Salesforce to streamline customer interactions. I ensured accurate customer data for prospects interested in Home Internet services, conducted discovery questions to understand their needs, and guided eligible customers through the signup process, ensuring a smooth experience from start to finish.

As a Construction Project Manager, I led multiple projects, ensuring they stayed on budget and schedule while maintaining quality standards. My responsibilities ranged from office tasks to onsite inspections, overseeing payroll for 50+ employees, and coordinating project elements. This role enhanced my ability to deliver results in dynamic environments and build strong relationships with clients and team members.

I have a solid foundation in Microsoft Excel, which I initially developed during my tenure as a secretary in a construction company. In that role, I utilized Excel extensively for various tasks such as payroll calculations, budget tracking, and project scheduling. Additionally, during my time at iQor, I further honed my Excel skills by using it to analyze data, create reports, and enhance team decision-making processes. While I wouldn't consider myself an expert, I am familiar with a wide range of functions and continue to actively learn and expand my proficiency in Excel.

In my role at iQor, I gained extensive experience utilizing Canva to create important and helpful documents for our partner managers and their clusters. Whether it was crafting training materials for mentoring sessions or designing reports for quality analysis, Canva allowed me to produce visually appealing and impactful documents efficiently. With client approval, I ensured that these materials effectively communicated key information and insights, ultimately contributing to the success of our teams and the satisfaction of our clients.

I have significant experience with Microsoft Outlook from my time as a secretary in a construction company, where I managed emails and scheduled appointments. At iQor, I further honed these skills by efficiently handling a large volume of emails and coordinating tasks across departments.