• Bilingual Technical Support (English–Spanish): Provided multi-channel assistance via chat, email, and phone to support a diverse global customer base. • Troubleshooting Expertise: Diagnosed and resolved hardware, software, and connectivity issues across multiple platforms, significantly reducing downtime and improving user experience. • CRM & Backend Management: Managed end-to-end ticketing lifecycles and updated records to ensure accurate resolution tracking and data integrity. • Customer Service Excellence: Efficiently resolved inquiries and conducted proactive follow-ups, consistently maintaining CSAT (Customer Satisfaction) scores above 90%. • Documentation & Compliance: Audited and organized records to ensure regulatory compliance and maintained the internal knowledge base for team reliability. • Feedback Monitoring: Analyzed customer feedback trends to identify pain points and proposed workflow adjustments that optimized service delivery. • Cross-Functional Collaboration: Partnered with operations and technical teams to streamline backend processes, reducing bottlenecks in the escalation chain. • Transaction & Asset Management: Processed purchases, top-ups, and device replacements while escalating compliance discrepancies to the appropriate departments for resolution.

• Social Media Engagement: Executed promotional campaigns across Twitter and Facebook to increase brand visibility and audience growth. • Content Strategy: Developed targeted messaging to align with company goals and improve online community interaction.

• Team Leadership: Led and mentored a team of 4 employees, providing continuous feedback and training to maintain high operational standards. • Conflict Resolution: Resolved complex customer complaints promptly, ensuring a positive shopping experience and strengthening brand loyalty. • Operations Management: Managed staff scheduling and hiring processes to ensure optimal coverage and service efficiency during peak hours