Customer Service & Technical Support |E-commerce | Saas

Manage seller/creator inquiries escalated by account managers/tier 2 team. - Identify the root cause of escalated issues and provide appropriate resolutions in order to deliver excellent service. Summarize the Q&A and log in to the knowledge management tool. - Promptly escalate critical/ high-risk cases to the appropriate authority. - Coordinate with other teams/ departments to resolve customer issues, follow-up, and make sure close to all escalations. - Look for opportunities to identify ongoing issues and eliminate repeat complaints, reduce escalation rate in order to enhance operating process and improve overall customer experience. - Respond to internal and external customer escalations quickly, proficiently and professionally while meeting specific quality expectations. - Adhere to established procedures and guidelines while providing quality customer service in order to meet and exceed department standards. - Engage sellers to develop long-term relationships and confidence in TikTok E-commerce. - Promptly escalate critical/ high-risk cases to the appropriate authority. - Look for opportunities to identify on-going issues and eliminate repeat complaints, reduce escalation rate in order to enhance operating process and improve overall customer/seller experience. - Support ad-hoc projects and initiatives per business needs.

I became a chat support handling 1 to 3 chats at a time with an AHT and I am proud to say that I am always hitting the goal metrics. I am good on tools utilization and navigation to help me with my job

Most of my work experience involves using CRM and Salesforce tools. It would be easier for me if we’ll be using the same tools, but I also enjoy learning from scratch and am very open-minded when it comes to learning new things.

I have experience working at AT&T as a Technical Support Representative and as a Product Expert in a SaaS company. In both roles, I consistently met or exceeded my performance metrics, including CSAT (Customer Satisfaction), AHT (Average Handle Time), and first-contact resolution. I take pride in delivering accurate and effective solutions to ensure customer satisfaction and minimize repeat contacts. I have worked in SaaS company that helps improve the user's business online reputation. We help our customers' businesses get more leads and convert ratings into revenue. Answer how-to questions and troubleshoot the platform through chat, email, phone, and company tools in a timely and accurate manner. Collaborate with certain departments (such as Sales, Onboarding, Account Management, Retention, etc.) to increase customer engagement.

I have worked for one of the top social media platforms as a member of the Escalations Team, where I was responsible for a variety of tasks, including content management and moderation. My role involved reviewing user-generated content such as live streams, videos, and product listings to ensure compliance with community guidelines and platform policies. I assessed whether content could be approved or if it violated any rules. When violations were identified, I determined whether the enforcement actions were appropriate. If a violation was found to be incorrectly applied, I took the necessary steps to revoke or correct it. This role required strong attention to detail, sound judgment, and the ability to interpret complex policy guidelines in real time.