Managed high-volume omnichannel customer interactions (inbound calls and system tracking) for international clients with empathy and professionalism. Utilized Twilio Flex and Amazon Connect to handle communication flows efficiently, maintaining low Average Handling Times (AHT). Leveraged Zendesk to accurately document user interactions, manage support tickets, and perform meticulous back-office updates. Performed technical troubleshooting and guided users through step-by-step solutions for account, billing, and service issues. Consistently met and exceeded key performance indicators (KPIs), including Customer Satisfaction (CSAT) and First Contact Resolution (FCR). Collaborated internally via Slack and Google Workspace to escalate complex cases and streamline team communication.