General Virtual Assistant | ISA | Appointment Setter | Lead Generation | Cold Ca

Identify and analyze technical problems reported by customers. Use diagnostic tools and systematic approaches to determine the root cause providing step-by-step guidance or solutions to resolve technical issues, ensuring minimal disruption for the customer. Flexible to handle diverse technical problems and adapt to evolving technologies. Also Upsell products that answers long term solution.

Served as a Customer Service Representative (CSR) and Technical Support Representative (TSR), providing support through inbound calls for both technical and general customer concerns. I assisted customers with troubleshooting basic device issues, order tracking, and inquiries related to product warranties and protection plans. My responsibilities included processing replacements, scheduling in-store repairs and home installations for appliances such as TVs and refrigerators, and setting up car installation appointments. I used internal diagnostic tools to document cases and guide customers through resolution steps efficiently. I also handled phone and appliance order processing, offered shipping updates, and promoted relevant upsells based on customer needs. Throughout my time in this role, I consistently met or exceeded daily performance goals and customer satisfaction targets.

I worked in the Customer Advocacy department, where I was responsible for reviewing and analyzing sensitive customer documentation to identify and resolve errors or inconsistencies. I ensured that all required documents were completed and submitted within the 40-day service-level agreement (SLA), helping maintain compliance and customer satisfaction. I reported device issues to support root cause analysis and contributed to continuous improvement initiatives. To resolve discrepancies, I communicated regularly with the Technical Support team via Outlook and followed up on outstanding documentation concerns. Additionally, I used Microsoft Teams to collaborate efficiently with internal team members, ensuring smooth workflows and timely issue resolution that supported long-term customer satisfaction.