Emergency Dispacther | Customer Support & Appointment Setter

Over the course of four years, I delivered high-quality customer support across both chat and phone channels for two major BPO companies, handling a wide range of customer concerns including product inquiries, billing issues, account management, and device protection plans. At iQor, I provided written chat-based support for a major consumer brand, consistently resolving customer issues on first contact through clear and professional English communication. My strong product knowledge and performance led to me being selected as a Pull-Out Subject Matter Expert (SME), where I coached and guided newly hired agents on product knowledge, communication standards, and process adherence. I was also recognized as Best Seller for August for outstanding individual performance. At Asurion, I transitioned to phone-based support handling high volumes of customer inquiries related to device protection plans, billing, and account concerns — managing multiple systems simultaneously while maintaining accuracy and quality. I consistently met all performance metrics and escalated complex cases to the appropriate teams when needed. My dedication to service excellence earned me a 100% Customer Satisfaction (CSAT) score for 4 consecutive months, reflecting my commitment to making every customer interaction count. Together, these roles gave me deep experience in both written and verbal customer communication, CRM documentation, issue escalation, and cross-functional team coordination — making me well-rounded in delivering support across multiple channels and industries.

In this role, I handled customer retention for a global BPO company, proactively reaching out to customers with account and service concerns to prevent cancellations. I used consultative communication to understand each customer's situation, offered tailored solutions and product benefits, and resolved billing issues to keep customers satisfied and engaged. I also coordinated with internal teams to ensure timely case resolution and maintained detailed records of every interaction in the CRM system. This role sharpened my ability to balance empathy with problem-solving — turning frustrated customers into loyal ones.

I handled billing inquiries and account concerns for wireless customers via phone at Transcom, one of the world's leading BPO companies. My focus was on first-contact resolution—actively listening to customers, researching their accounts thoroughly, and resolving concerns accurately without the need for callbacks or follow-ups. I maintained detailed documentation of every interaction and worked closely with the billing team to ensure customers received correct and timely information. My team's collective performance earned us the title of #1 team across the entire Central Billing account, contributing to an 8% increase in company revenue—a milestone I'm proud to have been part of from day one.

Handled inbound and outbound calls, coordinating with customers and service providers to ensure timely resolution of service requests. Maintained accurate records in CRM and dispatch systems while working independently in a fully remote environment.