Customer Success Specialist | SaaS Platforms | Onboarding, Retention & 95–100%

I’ve handled live chat and email support for U.S.-based e-commerce and service brands including Instacart, Vivid Seats, and ezCater. I manage multiple conversations at once while maintaining accuracy in order details, delivery updates, and account corrections. I use Zendesk and Slack to document resolutions and ensure clean handoffs between teams.

5+ years supporting U.S. brands such as Amazon, Samsung, SiriusXM, and ezCater, focusing on order issues, refunds, billing corrections, and escalation handling. I prioritize accuracy and prevention to reduce repeat contacts, disputes, and negative customer experiences.

I’ve communicated with U.S.-based customers daily for over 5 years in the BPO industry — through phone, chat, and email. I’m confident in both verbal and written English, and I can adapt my tone and language based on customer needs.

Managed email-based support for order tracking, delivery issues, refunds, and account corrections using Zendesk. Focused on clear, accurate responses to prevent misunderstandings and repeat tickets.

I handled technical support for U.S. brands including Samsung (TVs), SiriusXM (car radios), and DIRECTV (satellite TV). I assisted customers with installation, troubleshooting, and service-related issues via phone and chat. I’m confident in walking users through complex issues and documenting solutions using tools like Zendesk.

Remote VA experience supporting distributed teams through email, chat, Slack, and Google Workspace. Handle inbox management, ticket resolution, order coordination, and internal communication in fast-paced environments.

1+ year using Zendesk for ticket and email-based support, including tagging, macros, internal notes, and ticket status management. I maintain clean customer histories and accurate documentation to support dispute resolution and team handoffs.

I’ve done regular data entry tasks as part of my roles in chat and email support — entering customer details, updating order and account information, logging ticket notes in Zendesk, and processing service adjustments. I'm comfortable with basic spreadsheet navigation, CRM updates, and can follow detailed instructions with accuracy and speed.

Experienced in updating order records, customer details, and internal notes using Google Sheets, Docs, and CRM tools. I follow SOPs closely to ensure accurate documentation and reliable reporting.