Customer Service Representative / Core Adhoc Tier 2 / Product Specialist Tier 2

I bring extensive experience in chat support, specifically focusing on escalation management and complex problem-solving. My background includes two years of resolving high-stakes complaints in the hospitality and booking industry. Most recently, I supported a financial technology application, successfully managing advanced account and tier-2 escalations for an early wage access platform.

Provided administrative back-office support by organizing key customer data into spreadsheets. Responsible for logging and documenting refund requests, tracking customer interactions, and meticulously updating sheets to monitor customer rewards and incentive programs

I provided specialized support by focusing on data and contact driver analysis to improve agent performance and quality assurance, ensuring compliance with company policies. Additionally, I managed back-office ticket escalations and cross-departmental email communications with the backend team to resolve complex, high-level account issues

Proficient in using Zendesk as a core customer support tool for managing both chat and email communications. I primarily use the platform to tackle advanced account troubleshooting, review case histories, and handle high-priority escalations forwarded by frontline agents

I draft detailed summaries and incident reports for unique account issues and application bugs that cannot be resolved in real-time. This documentation focuses on identifying the root cause of the problem, allowing for efficient investigation alongside the engineering team to ensure successful resolutions and permanent fixes