Senior Customer Support VA | Escalation Handling | Retention & Client Success Sp

I have over three years of experience in chat and digital customer support within the BPO industry. I assisted customers through chat platforms by resolving account issues, answering enquiries, and providing product and service guidance. As a Senior Frontline Support Representative and Escalation Team Lead, I handled complex customer concerns, ensured timely responses, maintained accurate documentation, and consistently met service level agreements while delivering high customer satisfaction.

I have over three years of experience providing phone support in the BPO industry, assisting customers with enquiries, account issues, and service concerns. In my previous company, I handled inbound and outbound calls for multiple brands, resolving complex concerns and escalations while maintaining high customer satisfaction. I also applied retention strategies, documented customer interactions accurately, and consistently met key performance metrics such as CSAT, FCR, and AHT.

I have experience in sales support by assisting customers with product enquiries, recommending suitable services, and guiding them through purchasing decisions. In my previous company, I supported customers by explaining product features, promoting service value, and offering tailored solutions to meet their needs. I also applied retention and upselling strategies while ensuring a positive customer experience and maintaining strong customer satisfaction.

I have experience providing technical support by assisting customers with software troubleshooting, account setup, and product navigation. In my previous company, I supported users of QuickBooks Online, QuickBooks Desktop, and QuickBooks Enterprise, helping them resolve technical issues, understand system features, and optimise their use of the software. I ensured clear communication, accurate case documentation, and timely solutions to deliver a smooth and efficient customer experience.

I have strong experience in conflict resolution by handling complex customer concerns and escalations in a fast-paced customer support environment. In my previous company, I addressed customer complaints by actively listening, identifying the root cause of issues, and providing practical solutions that balanced customer needs and company policies. I remained calm and professional during challenging situations, helping de-escalate conflicts while maintaining high customer satisfaction and protecting the brand’s reputation.