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Assistant Project ManagerJul 2017 - Aug 2018 (1 year)
Successfully managed the activities of 50+ team members in multiple locations. Created new training documentation and recommended changes of existing methods to increase the accuracy, efficiency, and responsiveness of the customer service department. Was responsible for creating work schedules, timesheet approval, quality assurance reports of the agents, answering product related questions around the clock, training & firing agents, monitoring their work every day. Running Zendesk Reports, etc.
Tier 2 Customer Advanced Support AgentMar 2016 - Jul 2017 (1 year)
Trained new employees & explained protocols clearly and efficiently. Increased agents performance by 15%. Displayed courtesy and strong interpersonal skills with all customer interactions. Built and maintained successful relationships with service providers, instructors, resellers, and publishers. Provided ticket support for all incoming advanced tickets. Created spreadsheets from Zendesk statistics to keep track of customer satisfaction, response time, and knowledge base figures.
Tier 1 Customer Support AgentAug 2015 - Dec 2017 (2 years)
Resolved customer complaints and concerns with strong verbal and negotiation skills. Displayed courteous and strong interpersonal skills with all customer interactions. Researched issues on various computer systems and databases to resolve complaints and answer inquiries. Referred difficult issues to upper management while maintaining positive rapport with the customer. Provided ticket, live chat, and phone support through Zendesk and Salesforce to customers 7 days a week.