Customer Experience Specialist & Sales Associate - Calls, Email & Chat

I assisted customers by troubleshooting technical issues, guiding them step by step, and providing effective solutions using a Java-based CRM system. I handled account concerns, system errors, and product-related issues while maintaining professionalism and customer satisfaction. I also documented cases accurately and escalated complex issues when needed to ensure timely resolution.

I handled customer inquiries by responding to emails with clear, detailed, and accurate solutions while utilizing the Bluetweek tool to manage customer concerns and track case progress. I addressed technical and product-related issues in compliance with company guidelines, we also managed delivery inquiries related to product sales, and ensured timely follow-ups through Bluetweek to maintain high levels of customer satisfaction.

I provided real-time chat support using the Bluetweek tool, managing up to 3–4 customer conversations simultaneously while maintaining clear and professional written communication. I addressed technical, product, system, and delivery-related concerns by delivering accurate and effective written solutions. Strong multitasking skills and the ability to perform well under pressure enabled me to resolve issues efficiently.

I supported the sales process by engaging customers through inbound calls while using the Comcast AI-powered customer service platform, Einstein 360, to analyze customer data, identify needs, and recommend suitable products or services. In my previous role, when customers raised objections, it was important to inform them about available promotions and schedule follow-up calls to maintain engagement and support the sales pipeline.