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Presentation
I bring 12 years of customer service experience and 5 years of technical support expertise, with a proven ability to deliver excellent customer experiences. I have consistently exceeded performance goals, became a Top Agent for consecutive months, and served as a Subject Matter Expert supporting team success. I am adaptable, reliable, and skilled in communication, problem-solving, and handling customers professionally in fast-paced environments.
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Offered services
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Customer Support/Technical Support
I aim to bring reliability, adaptability, and a strong work ethic. I am experienced in handling customer concerns, resolving technical issues, managing multiple tasks efficiently, and working across ...
8 $ Per hour
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I can provide reliable virtual assistance and operational support for freight brokers, carriers, and truck logistics companies
My services include:
Load tracking and track & trace updates
Shipment monitoring and status reporting
Carrier communication and dispatch coordination
Appointment scheduling and check calls
Freight ...
8 $ Per hour
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Background
CSR II
·Provided end-to-end customer support for mobile and landline phone services, including billing, account
changes, plan inquiries, and service issues
·Handled customer concerns for food delivery platforms, including order status, missing or incorrect
items, refunds, promotions, and delivery delays
·Resolved issues through active listening, problem analysis, and effective solution delivery
·Managed high call and case volumes while maintaining quality and efficiency standards
·Processed billing adjustments, refunds, credits, and account updates accurately
·De-escalated dissatisfied customers with professionalism and empathy
·Documented interactions thoroughly in CRM and ticketing systems
·Coordinated with internal teams (billing, technical support, merchants, drivers, or dispatch) to resolve
customer concerns
·Followed company policies, compliance standards, and data privacy guidelines
·Met or exceeded KPIs including CSAT, AHT, FCR, and quality scores
changes, plan inquiries, and service issues
·Handled customer concerns for food delivery platforms, including order status, missing or incorrect
items, refunds, promotions, and delivery delays
·Resolved issues through active listening, problem analysis, and effective solution delivery
·Managed high call and case volumes while maintaining quality and efficiency standards
·Processed billing adjustments, refunds, credits, and account updates accurately
·De-escalated dissatisfied customers with professionalism and empathy
·Documented interactions thoroughly in CRM and ticketing systems
·Coordinated with internal teams (billing, technical support, merchants, drivers, or dispatch) to resolve
customer concerns
·Followed company policies, compliance standards, and data privacy guidelines
·Met or exceeded KPIs including CSAT, AHT, FCR, and quality scores
L2 Technical Support Representative
Delivered advanced technical support for internet connectivity, including broadband, fiber, DSL, and
wireless services
Diagnosed and resolved issues related to modems, routers, Wi-Fi networks, IP configurations, latency,
packet loss, and outages
Guided customers through step-by-step troubleshooting using clear, non-technical language
Performed remote diagnostics, line tests, and signal checks using internal ISP tools
Handled escalated and complex cases, ensuring timely resolution and proper follow-up
Coordinated with network operations, field technicians, and Tier 2/3 support teams
Documented cases accurately in CRM and ticketing systems
Educated customers on service features, equipment setup, and network optimization
Maintained high performance metrics for CSAT, AHT, FCR, and quality assurance
Adhered to company policies, security standards, and data privacy requirements
wireless services
Diagnosed and resolved issues related to modems, routers, Wi-Fi networks, IP configurations, latency,
packet loss, and outages
Guided customers through step-by-step troubleshooting using clear, non-technical language
Performed remote diagnostics, line tests, and signal checks using internal ISP tools
Handled escalated and complex cases, ensuring timely resolution and proper follow-up
Coordinated with network operations, field technicians, and Tier 2/3 support teams
Documented cases accurately in CRM and ticketing systems
Educated customers on service features, equipment setup, and network optimization
Maintained high performance metrics for CSAT, AHT, FCR, and quality assurance
Adhered to company policies, security standards, and data privacy requirements
Associate in Computer Technology
Studied fundamental and practical concepts in computer systems, information technology, and technical support. Gained knowledge in computer hardware and software troubleshooting, networking basics, system maintenance, and office productivity tools. Developed skills in problem-solving, technical support, data management, and computer operations, with hands-on experience in installing, configuring, and maintaining computer systems and network devices. Familiar with customer service, remote support tools, and basic IT infrastructure used in business and technical environments.
3-Day Freight VA Challenge
Completed a comprehensive Freight VA Challenge Course focused on the fundamentals of freight brokerage and logistics support. Trained in load tracking, shipment coordination, carrier communication, appointment setting, quoting, dispatch support, track and trace, freight documentation, and the use of Transportation Management Systems (TMS). Gained hands-on knowledge in freight operations, customer communication, problem-solving, and managing tasks across multiple logistics platforms in a fast-paced environment.
🇬🇧English
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Working hours
Monday
From08h00To18h00
Tuesday
From08h00To18h00
Wednesday
From08h00To18h00
Thursday
From08h00To18h00
Friday
From08h00To18h00
Saturday
Closed
Sunday â–ª Today
Closed
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