CSR Tier 2 | QA Specialist | Sales & Retention Expert | 10+ Years in Customer Se

Handled customer inquiries and concerns across various industries, including eCommerce (eBay), financial services (Green Dot Corporation), and hospitality (IHG). Provided exceptional support through email, chat, and phone, ensuring efficient issue resolution and customer satisfaction. Adapted to different platforms and tools to deliver seamless service experiences.

Specialized in sales and customer retention for hospitality (IHG), eCommerce (eBay), and virtual sales (Great Virtual Works). Managed inbound and outbound calls to upsell products, retain customers, and resolve objections. Utilized persuasive communication and industry knowledge to drive conversions and maintain long-term customer loyalty.

-Audited email and chat interactions to ensure accuracy, professionalism, and compliance with company policies. -Provided detailed feedback to customer service agents to enhance communication quality and efficiency. -Ensured adherence to company guidelines, including proper tagging, resolution accuracy, and retention strategies. -Assisted in training and mentoring new agents by providing insights on best practices and quality standards. -Collaborated with leadership to refine policies and improve customer support workflows.

Assisted customers via email, chat, and phone, addressing inquiries, troubleshooting issues, and ensuring a seamless experience. Maintained high service standards by resolving concerns efficiently and professionally. Focused on delivering personalized support to enhance customer satisfaction and loyalty.