Administrative Staff - CSR| Jakiro AI (AI Prompt Tester & En

• Billing Support: Processed tuition payments, managed failed charges, and handled invoice corrections. • Makeup Scheduling: Coordinated makeup classes, ensuring alignment with availability and swim level requirements. • Customer Support: Responded to inquiries via email and chat, resolving scheduling, billing, and program-related concerns. • Enrollment Management: Assisted families in enrolling new students, managing transfers, and updating class rosters. Highlights: Handled high volumes of customer inquiries with a consistent focus on empathy and efficiency. Contributed to AI assistant improvement by identifying real customer scenarios that needed clearer automation logic. Supported both individual families and internal staff to maintain seamless swim school operations. Tools Used: CRM platforms, Email & Messaging Tools, Class Scheduling Systems, Google Workspace, Internal Booking Software

I’m a dependable and well-spoken customer service professional with experience in handling phone, email, and chat support. I assist customers with billing, scheduling, product/service inquiries, and problem resolution in a calm, friendly, and efficient manner. Whether it's through a quick phone call, a detailed email, or a real-time chat, I make sure every customer feels heard and helped.

• Tested AI assistant behavior in the OpenAI Playground • Identified errors or incomplete responses in customer service flows • Rewrote and optimized prompt structures for clarity and logic • Created fallback responses and tested conditional logic (e.g., for makeup lessons, absences, etc.) • Worked with operations and QA teams to align responses with real use cases Skills used: OpenAI Playground, GPT 4.o - 4.1, bug tracking, AI logic testing

Delivered Tier 1 and Tier 2 technical support for T-Mobile customers via phone, chat, and email Troubleshot mobile device issues including connectivity, SIM activation, network settings, and device configurations Guided customers through phone resets, software updates, and diagnostic procedures to resolve common hardware/software issues Provided support for T-Mobile apps, online accounts, and billing-related technical inquiries Escalated unresolved cases to higher-level tech teams with full documentation for seamless handoff Maintained detailed case logs using internal CRM tools while ensuring high first-call resolution rates Educated customers on device features, plan upgrades, and best practices to minimize repeat issues Delivered a friendly, patient, and professional experience to customers under high-pressure situations Consistently met performance metrics (AHT, CSAT, resolution time, etc.)

Provided customer support for a wide range of retail products including apparel, health & wellness items, and home goods Handled inbound calls, emails, and live chat inquiries related to order tracking, product details, returns, and exchanges Assisted customers with placing new orders and updating existing ones, ensuring accuracy and satisfaction Resolved billing issues, refund requests, and shipping concerns in a timely and professional manner Maintained a deep knowledge of product catalogs and promotional offers to recommend relevant products to customers Collaborated with warehouse and logistics teams to resolve fulfillment delays or shipping discrepancies Documented all customer interactions in the company’s CRM for accurate case tracking and follow-up Met and exceeded performance targets in areas such as call resolution, customer satisfaction (CSAT), and order accuracy