Customer Support VA | Salesforce CRM | US & AU Experience

As a Technical Support Representative at Asurion Techlog Center Philippines, a leading provider of technology and device support services, I managed a high-volume queue of customer inquiries, efficiently resolving issues across multiple platforms. I developed and implemented comprehensive troubleshooting guides that streamlined support processes, resulting in a 30% improvement in first-call resolution rates. Additionally, I spearheaded training sessions for new team members, enhancing overall team performance and reducing onboarding time by 25%. By orchestrating regular feedback loops with both customers and internal stakeholders, I effectively identified areas for improvement, leading to a 15% increase in customer satisfaction scores as recorded in quarterly surveys. I monitored key performance indicators to ensure compliance with service level agreements, consistently achieving a 95?herence rate. My proactive involvement in ad-hoc projects included collaborating with the product development team to identify recurring technical issues and propose actionable solutions, directly contributing to a 20% reduction in support ticket volume over six months.

At Convergys Concentrix Philippines Inc., a leading provider of customer management services, I excelled as a Customer Service Representative for the Optus account, where I managed day-to-day customer inquiries and support for a diverse clientele. I developed and implemented efficient call handling procedures which improved first contact resolution rates by 25%, effectively enhancing customer satisfaction scores to 92%. Spearheading initiatives aimed at reducing average handling time, I orchestrated team efforts that resulted in a 15?crease in call duration while maintaining service quality. I was instrumental in analyzing customer feedback to identify trends and recommend actionable solutions, significantly impacting monthly performance metrics. Notable projects included leading training sessions for new hires, equipping a team of 10 representatives with product knowledge and customer engagement techniques that elevated team performance. Additionally, I was recognized as a top performer for achieving a 100?herence to policy compliance, which ensured optimal service delivery and improved the overall efficiency of operations. My role contributed to a more streamlined customer experience, affirming the company's commitment to excellence in service.