Remote E-Commerce Support Specialist & Operations Expert | CRM & Ticket Manageme

Seasoned customer support professional with over 6 years of experience managing omnichannel communications (Live Chat, Email, and Phone) across e-commerce and corporate environments. Expert at handling the entire customer care lifecycle, navigating enterprise-level CRMs and ticketing systems like Salesforce, Zendesk, Genesys, and SupportVision to ensure absolute data accuracy. Adept at managing high-volume case loads, complex troubleshooting, billing/refund resolutions, and strict security compliance protocols completely autonomously. Consistently meets and exceeds top-tier key performance indicators (KPIs), Quality Assurance (QA) metrics, and strict service level agreements (SLAs) in fast-paced, fully remote environments.

Managed specialized, high-volume U.S. healthcare operations with a focus on pre-determination and prior authorization workflows for Durable Medical Equipment (DME). Meticulously reviewed medical documentation, verified insurance requirements, and managed sensitive case data within Salesforce. Maintained strict compliance with data privacy regulations and security protocols while operating autonomously within secure VDI and Citrix Workspace environments. Consistently exceeded high-volume productivity and quality assurance (QA) metrics while collaborating with cross-functional remote teams.

Managed high-volume outbound and inbound operational workflows for specialized U.S. healthcare insurance processes, focusing heavily on pre-determination and prior authorization workflows for Durable Medical Equipment (DME). Experienced in conducting structured outbound phone calls via Genesys to connect with insurance providers, verify strict coverage requirements, and track active case statuses. Meticulously updated confidential customer records and case histories inside Salesforce while accessing secure systems via Citrix Workspace and remote VDI environments. Collaborated seamlessly with cross-functional internal teams to ensure absolute compliance, data accuracy, and swift resolution of complex insurance cases under strict timeline metrics.

Provided comprehensive remote customer support for a fast-paced e-commerce brand, managing the entire customer lifecycle across email, live chat, and ticketing channels. Efficiently troubleshooted and resolved high-volume inquiries regarding online order tracking, product information, cancellations, payment/billing discrepancies, returns, and refund processing. Utilized enterprise-level platforms including Zendesk, SupportVision, and internal CRM tools to log interactions and maintain 100?ta accuracy. Collaborated seamlessly with cross-functional teams via Slack to resolve complex escalations and consistently meet strict service level agreements (SLAs) and quality assurance (QA) targets.

Experienced in handling high-volume email support and digital ticketing queues within fast-paced e-commerce and corporate environments. Highly skilled in utilizing modern CRM platforms such as Zendesk, Salesforce, and SupportVision to manage, track, and document customer cases with 100?ta accuracy. Proficient in composing clear, professional, and empathetic written responses to efficiently troubleshoot order tracking issues, billing discrepancies, returns, and complex account inquiries while consistently maintaining top-tier Quality Assurance (QA) scores and adhering to strict turnaround times (SLAs).

Extensive experience managing high-volume inbound and outbound phone channels in fast-paced customer service environments. Proficient in executing voice interactions using enterprise-level telephony and contact platforms like Genesys while simultaneously logging accurate case notes in Salesforce and relevant CRM tools. Skilled in active listening, swift problem-solving, and de-escalation techniques to efficiently handle complex consumer issues, verify account requirements, and coordinate cross-functional logistics. Consistently meets and exceeds voice-specific performance targets, including Average Handling Time (AHT) and Quality Assurance (QA) metrics.

Possess excellent verbal English communication skills with extensive experience supporting international, native English-speaking clients and customers. Highly proficient in maintaining a professional, empathetic, and clear tone while navigating high-volume inbound and outbound phone campaigns via Genesys. Adept at explaining complex account data, troubleshooting e-commerce logistics, and negotiating specialized prior authorization updates with U.S. insurance representatives while ensuring clear, concise communication and zero language barriers. Consistently meets strict Quality Assurance (QA) standards for communication clarity and professional phone etiquette.