Senior Customer Support Specialist (Chat/ Email) | Zendesk | Virtual Assistant

-Managed and responded to Chat and Email support tickets. -Documented customer interactions, updated case notes, and maintained accurate ticket records. -Assigned ticket status based on interaction outcomes and escalated or routed cases to appropriate departments when necessary. -Utilized macros, knowledge base resources, and ticket history to support efficient and accurate resolutions.

Managed simultaneous chats, averaging 40 interactions per day, responding to each message within the 2-minute SLA and completing sessions within 10-minute targets. Consistently met or exceeded response time and handle time.

• Multi-channel support expertise (Chat, Email, and Voice) • High-volume ticket and call management • Performance metrics proficiency: Consistent Top Performer in Chat and Voice LOBs, with a track record of achieving monthly perfect scorecard and QA scores. • Managed 2-3 concurrent live Chat and handled 15 Emails per hour using Zendesk. • Multi-tasking within channels • Resolved issues end-to-end and handled escalated and complex cases. • Ensured timely responses and resolutions within service level targets while maintaining quality and accuracy standards and a positive customer experience.

Processed 15 email tickets per hour with 100% completion within SLA. Consistently met email productivity metrics.

-Consistently met performance targets for After-Call Work (ACW), Average Handle Time (AHT), hold time, and hold percentage. - Managed retention-related responsibilities, focusing on preventing customer cancellations and protecting account revenue.