Managed high-volume customer service operations, handling up to 3 concurrent live chats simultaneously via Inconcert platform. Provided specialized technical troubleshooting for internet and connectivity issues, resolving technical queries efficiently before scheduling technician visits. Handled complex billing inquiries, explaining billing discrepancies and account statements to customers with high empathy and clarity via written text.

Provided 100% written customer support via email utilizing Zendesk to assist US-based clients with platform navigation and account preferences. Utilized Magento, Green Admin, and Tableau to analyze and review real-time customer data for accurate account management. Tracked and monitored nationwide deliveries using Onfleet and Logistics platforms to resolve shipping issues, coordinate rescheduling, and process refunds or cancellations. Collaborated effectively with cross-functional teams to ensure customer feedback was recorded accurately, contributing to overall service improvement.

Managed customer inquiries and product offerings primarily through live chat via Laraigo platform, cross-referencing data across multiple internal systems. Analyzed and understood client needs and budgets through digital channels to deliver appropriate product recommendations. Maintained consistent and up-to-date documentation of interactions, sales, and client communication records.

Maintained accurate records, updated customer information, and managed internal documentation within company databases. Ensured persistence and a positive attitude when following up with customers regarding service delivery statuses. Worked effectively with other team members and internal departments to ensure successful logistics and deliveries.