Top-Rated Customer Service VA | 8+ Yrs BPO (FedEx, Target, ---------- ) | Email,

I’ve handled multiple accounts in phone calls. I handled customer service, logistics, billing and sales.

• Managed VIP FedEx customer accounts across phone, email, and social media channels, resolving complex and time-sensitive inquiries while consistently meeting SLAs. • Monitored and tracked shipments in real time, delivering proactive status updates to reduce escalations and improve shipment visibility. • Coordinated pickup scheduling and managed supplies to optimize logistics workflows and support on-time deliveries. • Initiated and managed case reports for undelivered or exception packages, driving timely resolutions through cross-functional escalation and follow-up. • Mentored and coached new agents on processes, tools, and quality standards, improving team accuracy and accelerating onboarding. • Achievement: Recognized as Top Agent for all four quarters; selected as a VIP Agent for consistently exceeding performance benchmarks in quality, productivity, and customer satisfaction.

Delivered high-quality customer support for Target's US retail account via phone, handling order inquiries, returns, exchanges, and account-related concerns with accuracy and efficiency. • Assisted customers with online and in-store order tracking, delayed shipments, and missing package claims, providing timely resolutions aligned with Target's service standards. • Processed return and refund requests, gift card issues, and payment disputes in accordance with Target's policies, ensuring a seamless post-purchase experience. • Supported Target Circle loyalty program inquiries, helping customers redeem rewards, troubleshoot account access, and understand membership benefits. • Escalated complex or high-value cases to appropriate teams while maintaining ownership of follow-up communication to ensure full resolution. • Maintained high CSAT and first-contact resolution rates in a fast-paced, metrics-driven environment handling a large volume of customer interactions per shift.

I’ve handled multiple accounts in BPO industry through calls. I am skilled to deal to the customers and provide a difficult messages. I am skilled also to provide a resolution to the concern of the customers.

• Handled inbound and outbound contacts via phone for Booking.com travelers and property partners, resolving reservation issues, cancellations, and billing disputes in line with platform policies. • Assisted guests with booking modifications, special requests, and complaints, ensuring high satisfaction scores and positive post-stay resolution outcomes. • Supported property partners with account inquiries, rate and availability updates, and policy clarifications to maintain listing accuracy and partner satisfaction. • Processed refunds, no-show claims, and chargeback cases accurately and within SLA, coordinating with internal teams to resolve complex escalations. • Maintained detailed case notes and updated records in CRM tools to ensure accurate documentation and seamless handoffs across shifts and channels. • Achievement: Recognized as a top Agent for delivering exceptional service quality and maintaining top-tier performance metrics throughout the account tenure.