CUSTOMER/TECHNICAL SUPPORT & ADMINISTRATIVE VIRTUAL ASSISTANT | EMAIL & CHAT SUPP

Provided customer support by resolving billing inquiries, processing payments, refunds, credits, and account adjustments, and managing account maintenance, service upgrades, cancellations, and transfers. Utilized CRM systems to maintain accurate customer records and ensure compliance with privacy regulations. Consistently met or exceeded key performance metrics, including Customer Satisfaction (CSAT), First Call Resolution (FCR), quality assurance, and productivity goals while delivering exceptional customer service.

Provided administrative support by managing calendars, scheduling meetings, coordinating appointments, and preparing reports to ensure efficient office operations. Managed emails, phone calls, and correspondence while maintaining accurate records, performing data entry, and handling confidential information in compliance with company policies. Coordinated office activities, processed administrative documents, monitored office supplies, and supported cross-functional teams to improve workflow efficiency. Assisted with special projects, expense tracking, and process improvements while consistently meeting deadlines with accuracy and attention to detail.

Evaluated customer support interactions involving digital payments, financial transactions, and account verification to ensure compliance with quality standards and regulatory requirements. Conducted quality audits, provided coaching and actionable feedback, and identified performance trends through data analysis and reporting. Collaborated with operations, training, and leadership teams to drive quality improvement initiatives, maintain scoring consistency through calibration sessions, and improve customer experience. Prepared quality reports, monitored KPIs, and ensured compliance with data privacy and internal policies.

Provided technical support by diagnosing and resolving internet, cable, phone, and network issues through effective troubleshooting, device configuration, and service restoration. Assisted customers with modem/router setup, service activation, and account-related technical concerns while documenting interactions in CRM systems and escalating complex issues as needed. Educated customers on products and troubleshooting best practices to improve service usage and reduce repeat calls.

Retained customers by identifying concerns, building rapport, and providing personalized solutions, including service upgrades, billing adjustments, promotions, and retention offers. Resolved complex billing, service, and account issues through effective negotiation and problem-solving while ensuring compliance with company policies and data privacy standards. Accurately documented customer interactions and account changes in CRM systems. Consistently met or exceeded key performance metrics, including retention rate, Customer Satisfaction (CSAT), quality assurance, sales, and productivity goals.