CSR Specialist

Tech Support: Provided remote technical assistance to customers via phone, email, and chat, diagnosing and resolving a wide range of technical issues with a focus on first-contact resolution. Managed and documented cases using CRM tools, kept accurate records, and collaborated with internal teams to escalate and track unresolved issues. Comfortable handling multiple active cases at once in a fast-paced, metrics-driven environment.

Travel & Reservations Support: Handled high-volume customer inquiries for a major travel booking platform (Booking.com account), including reservations, cancellations, and rebooking requests. Managed scheduling for international travelers with a strong focus on accuracy and attention to detail. Consistently met KPIs for quality assurance, handle time, and customer satisfaction while turning difficult travel situations into positive outcomes through clear, patient communication.