Provided customer support via Facebook, Twitter/X, Instagram, email, and technical support channels for users of Hayu, assisting with reality TV streaming inquiries, billing issues, subscription management, account access, and troubleshooting technical issues across multiple devices and platforms. Managed customer cases by creating escalation tickets and coordinating follow-ups with internal teams. Investigated fraudulent accounts, unauthorized charges, and payment-related concerns while maintaining accurate documentation and delivering timely resolutions. Reviewed sensitive content, including videos, text, and customer reports, and escalated sensitive cases to the appropriate department for further investigation and handling.

Provided customer and agent support for Walmart.com through chat, email, and phone, assisting with order status, delivery updates, account support, and payment processing. Processed order cancellations, refunds, replacements, and investigated fraudulent accounts and unauthorized transactions. Coordinated with shipping carriers to locate packages, verify delivery dates, and arrange new delivery appointments when necessary. Assisted customers with account creation, placing orders, and completing payments while ensuring a smooth and accurate customer experience. Performed temporary leadership roles including RTX, CRS2, and Team Lead support, providing guidance to agents regarding order handling processes, system accuracy, payroll inquiries, schedules, D9, commitment letters, and no-confirmation cases. Conducted weekly coaching sessions and quality audits to help agents improve performance metrics, ensure compliance with procedures, and deliver high-quality customer service.