Customer Service Representative with Sales.

Provided Tier 2 technical support for UK and US-based internet and telecommunications service providers, handling real-time and remote troubleshooting, outage verification, and escalation management. Supported residential and business customers with connectivity issues, scheduled technician appointments, and managed follow-up tickets to ensure timely resolution and strong customer satisfaction.

I worked with Cargo Travels LLC, a freelance freight dispatching company specializing in hotshot trucking services. My role focused on coordinating and dispatching cargo freight by managing multiple drivers and trucks assigned to me on a freelance basis. I was responsible for booking and assigning loads using MC (Motor Carrier) numbers, ensuring timely and properly scheduled freight movement. I handled rate confirmations, load negotiations, and communication with brokers and customers through outbound calls and email correspondence. For load sourcing and verification, I used platforms such as DAT Load Board and Truckstop to check available freight information across different U.S. states. I also worked with factoring-based payment processes to ensure proper transaction handling. In addition, I used internal tracking tools and spreadsheets to update driver status, upload rate confirmations digitally, and monitor weekly booking performance to ensure smooth dispatch operations and accurate reporting.

Proactive Customer Service Assistant with over 5 years of experience handling customer inquiries, resolving complaints, and managing phone support. Skilled in dealing with diverse customer profiles and concerns, consistently delivering effective solutions and contributing to overall productivity. Experienced in adapting to different environments and continuously improving customer handling skills.

Consistently exceeded sales targets by closing an average of 23–30 resort bookings per month. Achieved an 80% membership upgrade conversion rate through consultative selling and strong product knowledge, while maintaining an 85?ll productivity rate with high customer satisfaction. Provided tailored travel packages across the U.S., Mexico, and the Dominican Republic, and educated members on maximizing resort certificates, loyalty points, and travel credits before expiration.

E-commerce Chat & Email Support Agent (Seasonal). Providing customer support for a subscription-based baby play kit service. Handled inquiries via chat and email related to orders, shipping, billing, subscription changes, and product information. Delivered a warm, parent-friendly customer experience while meeting response time and CSAT targets. Utilized tools such as Zendesk and Shopify to manage and resolve high-volume seasonal support tickets efficiently.