·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

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