Manage customer product orders and cases from initiation through successful delivery. Resolve complex inquiries and escalations, including supervisor-level calls. Support VIP and high-profile customers through personalized, detail-oriented service. Serve as Subject Matter Expert (SME), providing process guidance and troubleshooting support. Contribute to early-stage projects, workflow development, and operational growth. Maintain accuracy and customer satisfaction through proactive problem solving.

Handled customer inquiries, case creation, package tracking, and delivery research. Managed case follow-ups, account research, and outbound communication. Resolved lost-in-transit disputes and coordinated transportation schedules. Handled Tier 2 and manager/Vice President-level escalations through voice and back-office support. Worked with transportation and station management to identify causes and resolve operational issues.

Resolved billing and service issues accurately and efficiently. Provided technical troubleshooting for phones, tablets, and watches. Delivered customer support within agreed service timeframes. Processed product orders and service upgrades; performed account research and audits.

Managed chat and back-office customer support, order tracking, replacements, refunds, and carrier pickups. Provided agent assistance, coaching, mentoring, and performance support as Team Lead. Managed statistics and metrics while supporting business targets and team development. Designed and facilitated training plans, adapted learning styles, and monitored new-hire progress. Created learning materials and supported successful onboarding and operational readiness.